Overview
The state of the inbox at a glance.
Nov 2023 → Nov 2025
8,320
Conversations
from 7,503 chat threads
2.4 hrs
Median first reply
half wait longer than this
72.3%
Fully answered
1,523 were not
4,247
Photos received
352 got no reply
707
Left hanging
customer still waiting
100.0%
Labelled
5,506 of 5,506 usable
What customers ask about
Tile area is share of all conversations. Click any tile to read them.
Did they get an answer?
Read from the conversation, not assumed.
Answered3,98372.3%
Partly answered1,14720.8%
Sent to phone or store2995.4%
Unanswered771.4%
How long customers wait for a first reply
One ordered distribution. Green is fast, red is a week or more.
Under 5 min: 4805-60 min: 1,4571-24 hours: 3,2491-7 days: 299Over a week: 41
Under 5 min4808.7%5-60 min1,45726.4%1-24 hours3,24958.8%1-7 days2995.4%Over a week410.7%
Conversations per month
25 months of history the old dashboard never plotted.
What customers want
What customers want, and which department it belongs to.
Department
A further 1,710 conversations involve no product at all — jobs, credit, store information. Each department keeps its colour everywhere.
Language
Mauritian Creole is its own language, not misspelt French.
English4,07674.0%
French77714.1%
Mauritian Creole63111.5%
Other220.4%
Intent by department
The two axes crossed — the point of the taxonomy. Click a cell for those exact conversations.
| Motorcycles | Appliances | Furniture | Electronics | Music & audio | Fitness | Health & styling | Housewares | Leisure | |
|---|---|---|---|---|---|---|---|---|---|
| Availability | 393Availability · Motorcycles: 393 | 299Availability · Appliances: 299 | 252Availability · Furniture: 252 | 186Availability · Electronics: 186 | 152Availability · Music & audio: 152 | 136Availability · Fitness: 136 | 141Availability · Health & styling: 141 | 130Availability · Housewares: 130 | 126Availability · Leisure: 126 |
| Jobs & HR | 2Jobs & HR · Motorcycles: 2 | Jobs & HR · Appliances: 0 | 2Jobs & HR · Furniture: 2 | Jobs & HR · Electronics: 0 | 1Jobs & HR · Music & audio: 1 | Jobs & HR · Fitness: 0 | Jobs & HR · Health & styling: 0 | Jobs & HR · Housewares: 0 | Jobs & HR · Leisure: 0 |
| Price request | 336Price request · Motorcycles: 336 | 75Price request · Appliances: 75 | 107Price request · Furniture: 107 | 43Price request · Electronics: 43 | 62Price request · Music & audio: 62 | 16Price request · Fitness: 16 | 12Price request · Health & styling: 12 | 21Price request · Housewares: 21 | 15Price request · Leisure: 15 |
| Credit documents | 79Credit documents · Motorcycles: 79 | 8Credit documents · Appliances: 8 | 4Credit documents · Furniture: 4 | 15Credit documents · Electronics: 15 | 5Credit documents · Music & audio: 5 | 6Credit documents · Fitness: 6 | 2Credit documents · Health & styling: 2 | 1Credit documents · Housewares: 1 | 1Credit documents · Leisure: 1 |
| Store & contact | 2Store & contact · Motorcycles: 2 | 3Store & contact · Appliances: 3 | 1Store & contact · Furniture: 1 | 4Store & contact · Electronics: 4 | 3Store & contact · Music & audio: 3 | 1Store & contact · Fitness: 1 | 2Store & contact · Health & styling: 2 | Store & contact · Housewares: 0 | 1Store & contact · Leisure: 1 |
| Product details | 39Product details · Motorcycles: 39 | 46Product details · Appliances: 46 | 30Product details · Furniture: 30 | 20Product details · Electronics: 20 | 10Product details · Music & audio: 10 | 8Product details · Fitness: 8 | 5Product details · Health & styling: 5 | 14Product details · Housewares: 14 | 11Product details · Leisure: 11 |
| Spare parts | 71Spare parts · Motorcycles: 71 | 31Spare parts · Appliances: 31 | Spare parts · Furniture: 0 | 23Spare parts · Electronics: 23 | 9Spare parts · Music & audio: 9 | 9Spare parts · Fitness: 9 | 7Spare parts · Health & styling: 7 | 7Spare parts · Housewares: 7 | Spare parts · Leisure: 0 |
| Payment & ordering | 13Payment & ordering · Motorcycles: 13 | 8Payment & ordering · Appliances: 8 | 8Payment & ordering · Furniture: 8 | 9Payment & ordering · Electronics: 9 | Payment & ordering · Music & audio: 0 | 4Payment & ordering · Fitness: 4 | 3Payment & ordering · Health & styling: 3 | 2Payment & ordering · Housewares: 2 | 1Payment & ordering · Leisure: 1 |
| Catalogue request | 16Catalogue request · Motorcycles: 16 | 15Catalogue request · Appliances: 15 | 24Catalogue request · Furniture: 24 | 9Catalogue request · Electronics: 9 | 7Catalogue request · Music & audio: 7 | 3Catalogue request · Fitness: 3 | 6Catalogue request · Health & styling: 6 | 2Catalogue request · Housewares: 2 | 5Catalogue request · Leisure: 5 |
| After-sales & faults | 12After-sales & faults · Motorcycles: 12 | 40After-sales & faults · Appliances: 40 | 3After-sales & faults · Furniture: 3 | 10After-sales & faults · Electronics: 10 | 5After-sales & faults · Music & audio: 5 | 16After-sales & faults · Fitness: 16 | 5After-sales & faults · Health & styling: 5 | 4After-sales & faults · Housewares: 4 | 3After-sales & faults · Leisure: 3 |
fewermore conversations
How the conversation started
The very first thing the customer did.
Typed a question: 4,139Filled a form: 1,302Greeting only: 1,215Tapped a menu button: 902Sent a photo first: 218Sent a sticker: 123
Typed a question4,13952.4%Filled a form1,30216.5%Greeting only1,21515.4%Tapped a menu button90211.4%Sent a photo first2182.8%Sent a sticker1231.6%
Unhappy customers
The other 92.8% are simply curious, so that slice is left out.
398conversations show frustration, confusion or anger — 7.2% of the total
Service quality
How quickly and how well they were answered.
Slowest topics to answer
Average wait for topics with 25+ conversations. A ranking, so no share is shown.
Call-back request164hrs
Jobs & HR35hrs
Price request32hrs
Supplier approach27hrs
Catalogue request24hrs
Availability15hrs
Payment & ordering15hrs
Product details14hrs
Urgency
How pressing the customer made it sound.
Low: 4,712Medium: 662High: 132
Low4,71285.6%Medium66212.0%High1322.4%
Courtesy and follow-through
Independent measures across all 8,320 conversations.
Opened with greeting1,610
Closed with thanks1,622
Customer thanked462
First reply courtesy only399
Left hanging707
Photos
What customers photograph, and what happened next.
Why the photo was sent
Nearly half point at something on your own website.
Points at our website: 2,001The photo IS the question: 784Backs up the words: 687Seen somewhere else: 378A document: 280Evidence of a fault: 117
Points at our website2,00147.1%The photo IS the question78418.5%Backs up the words68716.2%Seen somewhere else3788.9%A document2806.6%Evidence of a fault1172.8%
What happened after a photo
352 got no reply at all and 703 only a pleasantry.
Answered3,08572.6%
Courtesy reply only70316.6%
Never replied3528.3%
Sent to phone or store1072.5%
Most photographed products
Demand data the old system discarded entirely.
Spare parts requested
A category the old taxonomy had no home for.
Confidence in photo readings
Never shown as certain when it is not.
Medium: 2,857High: 779Low: 611
Medium2,85767.3%High77918.3%Low61114.4%
Data quality
How the data was produced, and what was left out.
What the old categories really were
Each bar is one category from the old dashboard, split by what those conversations actually turned out to be.
Stock & availability468
Availability 86%Spare parts 6%Price request 3%Store & contact 2%
Pricing & promotions250
Price request 66%Availability 10%Credit documents 9%Promotions 8%
Job/HR inquiry239
Jobs & HR 97%Availability 3%Complaint 1%
Product inquiry160
Availability 47%Product details 23%Catalogue request 14%Spare parts 8%
Store/company info78
Store & contact 64%Availability 13%Jobs & HR 8%Supplier approach 6%
Company Policy73
Credit documents 44%Credit offered? 22%Payment & ordering 19%Availability 8%
How each conversation was labelled
Every row records its source, so the hand-read set can be queried alone.
Model, validated: 2,318Read by hand: 1,446Classifier + model: 1,428Read by hand, targeted: 310Classifier only: 4
Model, validated2,31842.1%Read by hand1,44626.3%Classifier + model1,42825.9%Read by hand, targeted3105.6%Classifier only40.1%
Why conversations are excluded
2,814 of 8,320 are not testable. None are deleted — every one keeps its reasons.