Feature Access: Business Package Only
Messaging Analytics is your team's communication command center.
It gives you a full breakdown of how your coaches are messaging clients, how fast they reply, and who's actually doing the work.
If you want to keep communication consistent and make sure no client is falling through the cracks — this is where you look.
Where to Find It
Go to Business Dashboard
Click Team Performance
Open the Messaging Analytics tab
Team Overview
At the top of the page, you get a quick snapshot of team-wide communication:
Average Response Time — the team's average time to reply to client messages
Total Messages — combined messages sent across all coaches
Office Hours — shows whether office hours mode is enabled or disabled. When enabled, response times for messages sent outside office hours are calculated from when office hours begin, not from when the message was sent.
Individual Coach Insights
Below the team overview, each coach is ranked and displayed with their individual metrics. You can see three key areas at a glance:
Response Time
Average Response Time — how long it takes the coach to reply on average
This metric is clickable — click it to open the Conversation Drill-Down Sidebar (see below)
Message Volume
Total Messages — combined sent and received count
Sent vs Received breakdown — shown directly below the total (e.g. "45 sent / 32 received")
Client Coverage
Client Coverage Rate — percentage of assigned clients that this coach has messaged during the selected time period
Unique Clients / Total Assigned — shown as a ratio (e.g. "12/20 clients")
Not Reached — if any assigned clients have not been messaged, a red link appears showing the count (e.g. "8 not reached"). Click it to see the list of unmessaged client names.
Conversation Drill-Down Sidebar
Click a coach's Response Time metric to open the conversation sidebar. This gives you a detailed look at that coach's actual messaging activity:
Summary stats — average response time (or "Proactive" label for outreach-only coaches) and total conversation count
Response Time Examples — the fastest and slowest response pairs are highlighted so you can see real message context
All Conversations — every client conversation is listed with message count and average response time. Proactive outreach threads are labeled separately.
Expand any conversation to read the actual messages, complete with response time badges color-coded by speed:
Under 1 hour — green (excellent)
1-4 hours — blue (good)
4-24 hours — orange (needs improvement)
24+ hours — red (concerning)
Force Refresh
In the Team Overview section header, there is a Refresh button. Click it to recalculate your team's messaging analytics on demand. This is useful if you want the latest data or if you are viewing this page for the first time and no data has been generated yet.
Filters
You can filter the data by:
Time Period — Last 7, 14, 30, or 90 days
An info banner below the filter reminds you that Office Hours Mode is active: response times for messages sent outside office hours are calculated from when office hours begin.
How to Use the Data
Team-Level Coaching
Spot who is falling behind in messaging or slow to respond
Reward top performers who communicate consistently
Keep an eye on coverage rates to avoid neglected clients
Use the "not reached" links to identify which specific clients need attention
1:1 Coaching for Coaches
Help coaches reduce response time by reviewing their slowest conversations in the sidebar
Encourage consistent check-ins with all assigned clients
Use the conversation drill-down to give specific, evidence-based feedback
Red Flags to Watch
Response times consistently over 4 hours
Client coverage under 50%
Multiple clients showing in the "not reached" list
Inconsistent messaging activity (long gaps between active days)
Pro Tips
Check analytics weekly to catch issues early
Benchmark your team against your best coach
Use the conversation sidebar to give coaches specific examples rather than vague feedback
Click into conversations with slow response times to understand the context — sometimes delays are justified
Match messaging trends with client retention data to see if communication impacts outcomes
This is not just about messages. It is about raising your team's standards — and turning communication into one of your business's biggest strengths.