iClosed Unified Inbox Analytics page shows how your team engages leads in the inbox and how those conversations convert into booked calls.
Unified Inbox is available to Growth/Business/Enterprise subscribers. Learn more about iClosed pricing plans here.
Intro
To keep your insights targeted, every widget on the page adjusts based on the global filters at the top:
Date Range — the timeframe for the stats you'd like to see (e.g. Jul 14 → Aug 13, 2026)
Channels — All channels, or specific ones
Contacts — All contacts, or a subset
Sync Data — refreshes the latest inbox and channel data into the analytics view
Data on the Unified Inbox cards will show as per selected filters.
Pro Tips
Unified Inbox Analytics is available to Super Admins and Sales Managers only, as the widgets are designed to show team stats. Closers and Setters won't see this page.
Top metrics
Four cards summarize inbox performance for the selected period. Each card also shows a % change vs. the previous period alongside the active date range.
Speed to Lead - Average time from chat creation to your first outbound message — counted across both inbound and outbound chats
Average response time - Average time from a lead's message to your next reply. Counted only when your team actually replies.
Conversations started - Total number of new conversations initiated in the selected period.
Messages sent - Total outbound messages sent by your team in the selected period.
Speed to Lead vs. Average response time.
These sit side by side and are easy to confuse.
Speed to Lead measures how quickly you make first contact (chat creation → first outbound message).
Average response time measures how quickly you reply once a lead has messaged you (lead's message → your next reply).
Use Speed to Lead to gauge first-touch speed, and Average response time to gauge ongoing responsiveness.
Inbox Conversion Funnel (Outbound)
Shows how outbound contacts activated through the inbox convert into booked calls. The funnel visualizes drop-off across stages, with these rates shown alongside:
Extra leads → conversations — share of activated outbound leads that turned into actual conversations.
Conversations replied — share of those conversations that received a reply.
Reply → call booked — share of replied conversations that resulted in a booked call.
The funnel renders once there is data in the selected period; otherwise it shows a "No funnel data" empty state.
Pro Tips
Columns inside this widget are interactive and when you click on it, it will open a filtered view of these conversations
Same goes for Inbox Conversion Funnel (Inbound).
Inbox Conversion Funnel (Inbound)
The same three-stage funnel for inbound contacts activated through the inbox and converted into booked calls
Extra leads → conversations, Conversations replied, and Reply → call booked. Shows a "No inbound funnel data" empty state when there's nothing to display for the period.
Inbox Activity
Tracks daily inbox volume over time — conversations started, messages sent/received, and calls booked. Hover over any bar to see a detailed breakdown for that period.
Granularity toggle: Day / Week / Month / Quarter / Year.
User performance
Compares individual team members' activity and metrics side by side:
User - iClosed team member
Conversations - Conversations handled in the period
Messages Sent - Outbound messages sent by that user
Avg. Response Time - That user's average reply latency
Calls Booked - Calls booked attributed to that user
A Total row aggregates the whole team.
Channel breakdown
Compares performance across your connected communication channels:
Channel - The connected channel
Conversations - Conversations on that channel
Messages Sent - Outbound messages on that channel
Avg. Response Time - Average reply latency on that channel
Reply Rate - Share of conversations that received a reply
Supported channels include WhatsApp Personal, WhatsApp Cloud API, Sendblue, Linq, Instagram, Facebook, Gmail, and Outlook.
Learn More