Summary: AXP's Conversations Reporting gives you detailed insights into your messaging activity, team performance, and guest sentiment. This article explains what each report covers and when to use it.
Permissions Required: Brand Admin or Location Admin
Reports Overview
AXP includes six main conversation reports. Each report focuses on a different aspect of your messaging data.
Historical Report
The Historical Report shows key messaging metrics based on past data. Data is updated once a day (by midnight UTC) and does not include today's activity.
What it shows:
Inbound and outbound message volume
Channel summary
Template breakdown
Department summary
Response time analytics
When to use it: Use this report to review past performance and spot trends over time — for example, comparing last month's message volume to the month before.
🗒️ Note: The 'Yesterday' option is no longer available in the Historical Report. To see yesterday's data, use the Live Report instead.
Live Report
The Live Report shows the same metrics as the Historical Report, but with near real-time data.
What it shows:
Current or very recent inbound/outbound message volume
Active conversations, user counts, and response times
Available time periods: Today and Yesterday only.
When to use it: Use this report when you need to monitor what's happening right now or check on yesterday's activity quickly.
Period-over-Period Report
The Period-over-Period Report lets you compare conversation metrics between two different date ranges side by side.
What it shows:
Changes in message volume, response times, and other key metrics between two periods you choose
When to use it: Use this report to measure the impact of a change — for example, whether response times improved after a team restructure or a new process was introduced.
Escalations & Reported Messages Report
This report is split into multiple tabs and focuses on message handling issues.
Tabs available:
Escalations — Shows how quickly messages were handled before reaching different escalation levels. Broken down by location and department.
Reported Messages — Tracks messages flagged by users, including volume, trends over time, and how long it took to address them.
Message Unsends — Shows how many messages were unsent, how many staff members performed unsends, and how long after sending the message was unsent. Broken down by property and over time.
When to use it: Use this report to identify patterns in escalations or message quality issues, and to review whether your current unsend window settings are working well for your team.
Allin Report
The Allin Report shows how your team is using the Allin AI assistant and the effect it has on conversations. The report is now split across five tabs, each covering a different aspect of Allin usage.
🗒️ Note: Filters work the same way across all five tabs.
Overview — the main Allin KPIs at a glance
Usage and Engagement — how Allin is used day to day
Sentiment and Feedback — sentiment, tags, and feedback tracking
Response Times — Allin's response time performance
Report Guide — a reference tab explaining what each tab contains and how the filters work.
When to use it: Use this report to understand how Allin is performing, which teams are getting the most value from it, and where it may need improvement. Use the Sentiment and Feedback tab to spot recurring issues and drill into specific flagged responses.
Sentiment Reports
The Sentiment Reports analyse the tone and satisfaction levels expressed in conversations. Sentiment is scored on a scale of 0–10 (0 = negative, 10 = positive).
There are two versions:
Standard (included with all accounts)
Overall sentiment scores across conversations
Key tags associated with conversations (e.g., a conversation about a restaurant booking may be tagged "Restaurant") and the sentiment linked to those tags
Premium (paid upgrade)
Includes everything in the Standard version, plus:
Drill-downs into specific conversations or messages with very high or low sentiment
Sentiment broken down by individual staff members
Advanced trend analysis including booking codes, source codes, number of nights, and other data linked to conversation sentiment
When to use it: Use Sentiment Reports to understand how guests feel about their interactions — and to identify areas where the guest experience could be improved.
Common Questions
Q: Why can't I see today's data in the Historical Report?
A: The Historical Report only includes data up to midnight UTC the previous day. For today's data, use the Live Report instead.
Q: What's the difference between the Historical Report and the Period-over-Period Report?
A: The Historical Report shows data for a single time period. The Period-over-Period Report lets you compare two different time periods side by side, making it easier to spot changes and trends.
Q: Do I need a paid plan to access Sentiment Reports?
A: The Standard Sentiment Report is available on all accounts. The Premium Sentiment Report, which includes more detailed breakdowns and drill-downs, is a paid upgrade. Contact your account manager for more information.
Q: Who can access Conversations Reporting?
A: Conversations Reporting is available to users with Brand Admin or Location Admin permissions.
Q: Why does the Allin Report now show five tabs instead of one?
A: The Allin Report was redesigned to split content across dedicated tabs (Overview, Usage and Engagement, Sentiment and Feedback, Response Times, and Report Guide). This improves load times and makes it easier to find specific information, such as categorised feedback reasons in the Sentiment and Feedback tab.
💡 Tips: To see reports, please ask your Brand Admin for access.