Inbound and outbound messages initially display correctly.

When applying a department filter, inbound messages show as 0 for all departments, including Operator/Communications.

The report categorizes messages based on the user who sent them.

Inbound messages come from guest profiles, not internal users.

Guest profiles do not have departments, so they cannot be filtered by department.

When a department filter is applied, the report only includes messages sent by internal users assigned to that department.

This is the current intended behaviour in the report above.

To see all inbound messages, we recommend not applying department filters.

If you need a department-specific inbound message count, each conversation would need to be reviewed manually. We welcome your feedback—feel free to share your suggestions with our product team via the chat bubble for potential feature enhancements.