Reports: How to get % (or counts) of Solved conversations by Replies to close (1, 2, ≥3)? | Community
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Reports: How to get % (or counts) of Solved conversations by Replies to close (1, 2, ≥3)?

  • October 16, 2025
  • 1 reply
  • 25 views
H
  • HugoRm
  • New Participant
  • 2 replies

Hey folks! 

I’m trying to report what share (or at least total counts) of Solved conversations were closed after 1 reply, 2 replies, and ≥3 replies for a given date range. What’s the exact Intercom chart setup to do this?

What I’ve tried:

  • Replies to close a conversation with Median/Average/Sum. Workable but without counts option, it is difficult to reach the actual percentage of solved conversations based on the number of replies used.
  • Closed on first contact rate. I believe this measures “one teammate replied,” not “closed in 1 reply.” so, not really something to rely on.

Could someone share any finding, insights or experience calculating this? Or suggest the best workaround.

Thanks!

Best answer by Emilygav

Hey there ​@HugoRm, Emily from Support Engineering at Intercom here 👋🏼

 

You can get this with a single custom chart by counting closed conversations and then filtering that count into three “reply-count buckets.”

 

Chart setup

  • Open Custom report > Add chart. Pick Donut (single-period share) or Stacked 100% (trend).

  • Metric: Closed conversations (counts unique conversations, anchored by close time).

  • Add three series (all use Closed conversations) filtered by the attribute Replies to close a conversation:

    • = 1 (1 reply).

    • = 2 (2 replies).

    • ≥ 3 (3+ replies).

Note: Replies are grouped (multiple back-to-back teammate messages before a customer reply count as one), so “1 reply” means one teammate reply cycle. Use Drill-in to export counts if needed.

 

Donut will show the distribution (share) across 1, 2, and 3+ replies for the selected date range; Stacked 100% columns will show the share over time. The total counts for each bucket are shown in the legend/tooltip and export.

 

Why not other metrics

  • “Replies to close” as a metric is for aggregates (mean/median/sum) and is anchored to conversation start, not ideal for bucketed counts by close date.

  • “Resolved on first contact” measures one-teammate involvement, not “closed in exactly one reply.”

Notes and gotchas

  • “Closed conversations” counts unique conversations closed in the range (a conversation can be closed multiple times, but the metric counts unique conversations filtered by when they were closed).

  • The Replies to close a conversation attribute counts replies with grouping: if a teammate sends multiple messages back-to-back before a customer replies, they count as one reply toward the total to close. This ensures “1 reply” truly means one teammate reply cycle before close.

  • If you prefer to download the underlying counts and do your own % math, you can use Drill-in on the chart and export to CSV from the chart actions menu.

Hope this helps a little Hugo! 🙏🏻

1 reply

Emilygav
Intercom Team
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  • EmilygavIntercom Team
  • Intercom Team
  • 161 replies
  • Answer
  • November 7, 2025

Hey there ​@HugoRm, Emily from Support Engineering at Intercom here 👋🏼

 

You can get this with a single custom chart by counting closed conversations and then filtering that count into three “reply-count buckets.”

 

Chart setup

  • Open Custom report > Add chart. Pick Donut (single-period share) or Stacked 100% (trend).

  • Metric: Closed conversations (counts unique conversations, anchored by close time).

  • Add three series (all use Closed conversations) filtered by the attribute Replies to close a conversation:

    • = 1 (1 reply).

    • = 2 (2 replies).

    • ≥ 3 (3+ replies).

Note: Replies are grouped (multiple back-to-back teammate messages before a customer reply count as one), so “1 reply” means one teammate reply cycle. Use Drill-in to export counts if needed.

 

Donut will show the distribution (share) across 1, 2, and 3+ replies for the selected date range; Stacked 100% columns will show the share over time. The total counts for each bucket are shown in the legend/tooltip and export.

 

Why not other metrics

  • “Replies to close” as a metric is for aggregates (mean/median/sum) and is anchored to conversation start, not ideal for bucketed counts by close date.

  • “Resolved on first contact” measures one-teammate involvement, not “closed in exactly one reply.”

Notes and gotchas

  • “Closed conversations” counts unique conversations closed in the range (a conversation can be closed multiple times, but the metric counts unique conversations filtered by when they were closed).

  • The Replies to close a conversation attribute counts replies with grouping: if a teammate sends multiple messages back-to-back before a customer replies, they count as one reply toward the total to close. This ensures “1 reply” truly means one teammate reply cycle before close.

  • If you prefer to download the underlying counts and do your own % math, you can use Drill-in on the chart and export to CSV from the chart actions menu.

Hope this helps a little Hugo! 🙏🏻


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