https://www.intercom.com/help/en/articles/5652381-conversational-support-report#h_c98526bc52
Self Serve, Human & Proactive Support. I am familiar with conversation ID’s, what are the other identifiers that make up Self Serve, Human & Proactive Support. What differentiates them in the data? I can’t seem to find a list of identifiers that would feed into those reports.
Hey
You can distinguish Self Serve, Human, and Proactive Support by how conversations are resolved. Self Serve is powered by bots, workflows, and articles (measured by ROAR). Human Support covers teammate-handled cases (tracked with FRT, TtC, and CSAT). Proactive Support refers to conversations we initiate via outbound messaging or milestones rather than reactive tickets. Each category has unique identifiers in reporting, so you’ll see them broken out in your dashboards.
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