I'd like to place a feature request.
Right now, any outbound emails or chat messages that don’t get a reply aren’t showing up in the conversation reports. This applies whether they’re sent from the Helpdesk or the outbound page, and it makes it difficult to track all team activity.
It would be really helpful if all outbound messages—whether they get a reply or not—could be included in both conversation reports and custom reports. That way, we can have full visibility over our outreach efforts and accurately report on team performance.
It would also be great if the reporting could clearly distinguish between emails and chats, and include messages sent from both the Helpdesk and outbound page consistently.
Thanks!