Insights

Insights shows what is happening in your customer contact, worked out from the emails, tickets and WhatsApp conversations already in Helpdesk. There is nothing to upload. Open it from the Helpdesk menu: Helpdesk then Insights.

Choose the period and filters

The Overview tab starts with the last 30 days. Choose Last 7 days, Last 30 days, Last 90 days, This month or Custom dates, and narrow it by team, category, channel (Email, WhatsApp or both) and mailbox.

Every figure is compared with the period just before, of the same length. Days run from midnight to midnight in your workspace's timezone, as on the Tickets screen. The line under the filters shows the exact dates.

The filters are part of the page address, so you can copy the link and send it to a colleague. They see the same view, worked out again from the latest data when they open it.

What each figure means

Select a number to open the matching tickets on the Tickets screen, with the same dates and filters.

Categories, misrouting and repeat contacts

• Top categories ranks Autopilot's categories by new conversations.
• Rising categories lists categories with at least 10 conversations whose share of all conversations is up by half or more on the previous period.
• Misrouting shows emails Rerouted by Autopilot and decisions people corrected in Needs review (team or category), from one team or category to another.
• Repeat contacts counts tickets where the same customer wrote about the same category within 7 days, while their earlier ticket was still open.

Self-service candidates

A category with 5 or more tickets appears here when either:

• Autopilot had a ready answer from your knowledge base for most of its tickets: Ready for self-service. These are good candidates for answers sent by Autopilot. See Autopilot replies.
• Autopilot could not answer most of them: Add a knowledge base answer opens your knowledge base. See Knowledge base.

SLA by team

For each team: tickets opened in the period, the share answered on time, the median first response and resolution times, and how many of its open tickets are overdue right now.

Print, save as PDF or download

Print or save as PDF opens your browser's print dialog; choose Save as PDF there. Download CSV saves every table on the page in one file.

Ask Insights

Select Ask Insights at the top of Insights and type what you want to know, for example "Billing complaints per week by team for the last 3 months" or "Compare this month to last month". Mailnitio Autopilot builds a report with charts, tables and a short Autopilot summary. Ask again to refine it: "now only Complaints" or "show it as a table".

• If Autopilot cannot answer, it says why and offers the nearest reports it can build. If your question is unclear, it asks which one you mean.
• Each part of the report has How this was built: the figures, dates, filters and splits in plain words, and the query as JSON.
• Autopilot chooses from a fixed list of figures and filters and never sees your tickets. Your question is sent with personal data masked, along with your category, team and mailbox names. The summary model sees only totals, and any number it states that is not in the results is replaced by a summary written by Mailnitio.
• Copy link gives a link that opens the same report, worked out again from the latest data. Print or save as PDF and Download CSV work as on the Overview.
• Ask Insights is for owners, admins and supervisors, and needs a language model for your workspace. Without one, the Overview still works.
• Saving reports, sharing them in the workspace and sending them by email are Coming soon.

What is covered

Insights covers email tickets and WhatsApp conversations. A mailbox filter shows email only, because WhatsApp has no mailbox. SLA, repeat contacts and self-service are measured on email tickets. Language model cost is never shown here.

Every member who can open Helpdesk can see Insights for the whole workspace. Limiting agents to their own teams is Coming soon.

Import history for pilots

Before you connect a mailbox, you can still see what your past email looks like. The Import history tab takes a CSV export of past emails, masks personal data and builds a one-off report of topics, misrouting and duplicates. Owners, admins and supervisors can import a CSV. Reports you imported before stay on this tab.