What happens today

A Kustomer conversation often changes channel. A common example is a chat that ends with follow-up by email. Assembled gives each conversation one channel, based on its first message, so all of the work counts as that first channel. A conversation that starts as chat stays chat, even if most of the work happens over email.

Why it matters

Chat volume and chat forecasts are overstated.

Email volume and email forecasts are understated.

Follow-up work done by email teams doesn’t show up against email, which skews staffing by channel.

In one sample we reviewed, about four in 10 conversations included both chat and email, so this isn’t an edge case.

What we’d like

Best: count each part of the conversation in the channel it happened in. The live chat counts as chat, and the email follow-up counts as email. This is similar to how case lifecycle tracks each event for other integrations.

At minimum: a setting to choose how a conversation’s channel is picked, for example first channel, last channel, or the channel with the most messages.

Why it should be possible

Kustomer already sends the channel of every message and a message count by channel for each conversation