Analytics & Insights

Most companies only hear from customers when something goes wrong. Know Reply captures every reply to your campaigns, newsletters, and transactional emails and turns it into actionable insight.

Dashboards

Know Reply includes several analytics views, each with date range filtering and agent/account filters.

Agents Dashboard

See how your agents are performing:

Activity Overview

• Positive, neutral, and negative feedback percentages
• Total response count

Response Quality

• Average confidence score
• Manager escalations
• Average response time (in minutes)

Workload

• Total responses
• Response type distribution

Filter by date range, agent, or email account to drill into specific performance.

Campaigns Dashboard

Understand how people react to your sends:

• Subject Ranking - Which email subjects drive the most replies
• Funnel Distribution - Where contacts are in their journey (Awareness, Consideration, Decision, Retention)
• Response Types - Categories of replies received
• Escalation Reasons - Why conversations needed human attention
• FAQ Occurrences - Common questions being asked
• Conversion Potential - Buying signals detected
• Retention Feedback - Sentiment from existing customers

Filter by email subject to see metrics for a specific campaign.

Customers Dashboard

Track contact engagement:

• Funnel stage breakdown
• Contact journey visualization
• Manager escalation patterns

Knowledge Base & FAQ Dashboard

See which questions come up and how well your content answers them:

• Frequency - How often each question appears
• Confidence - How well your knowledge base handles it
• Gaps - Questions that aren’t well covered

Sort by frequency, confidence, or answer status. Edit answers inline to improve coverage.

Toolkit Dashboard

Monitor your integrations:

• Which tools are being called
• Success vs error rates
• Response times per integration
• Error messages for troubleshooting

Filter by agent or date range.

Undelivered Dashboard

Track emails that failed to deliver:

• Delivery failures and bounce reasons
• Problem addresses and patterns
• Retry status

Using insights

Content strategy

See questions your audience asks that your knowledge base doesn’t answer well. These are your content gaps—topics to add or improve.

Campaign feedback

Compare sentiment and topic distribution across different email subjects to see what resonates.

Customer deep dive

Click any contact to see their full interaction history: every question, every reply, sentiment changes, escalations.

Date ranges

All analytics dashboards (Agents, Knowledge Base & FAQ, Campaigns, Customers, Toolkit) support date range filtering:

• Free tier: Defaults to last 7 days, capped at 7 days of data
• Paid tiers (Starter and above): Default to last 30 days, capped at 2 years of data

The Undelivered dashboard has its own date range behavior:

• All tiers: Defaults to last 30 days, capped at 2 years of data