Conversation analytics for an inbox

Aggregated conversation metrics for one inbox over a date range.

Response times are business-hours aware — they use the company's configured business hours and holidays, the same basis as in-app reports, so figures reconcile. responseCount is the number of replies the averages were computed from.

Averages and rates are null rather than 0 when the window contains nothing to measure. Automated/junk threads are excluded unless includeJunk=true.

sentiment carries a numeric average plus the coverage it was computed from, and enabled reports whether scoring is currently switched on for the inbox. Scores exist only for threads the pipeline actually scored, so a coverage of 40% means the average describes 40% of the window's threads. topics lists the categories applied to threads in the window with their thread counts.

Qualitative tone summaries (prose descriptions of tone) are not part of this endpoint yet and are absent from the response rather than returned as null.