Teletype messaging report: channels, speed, operators

Messaging analytics report from Teletype

Teletype brings conversations from WhatsApp, Telegram, VK, MAX, Avito chats, email, and the website widget into a single window. That suits operators, but the business still asks: how many people wrote this month, through which channel, how fast did they get an answer, and what kept the team busy. Reportkey receives conversation metadata through the Teletype API and turns it into a section of a recurring report delivered as a link or PDF.

Teletype API connection

The connection is made per Teletype project. Enable the public API in project settings and a project token appears. The token does not expire: it works until someone reissues it. Paste it once on the Reportkey integrations page, then pick report blocks, the period, and the delivery schedule in your report project.

If the company runs several Teletype projects, for example one per brand, each has its own token and its own connection. When a token is reissued, the connection asks for the new value and the report settings stay as they were.

WhatsApp inquiries and other channels

The first block answers where customers write from. For each channel type over the period it shows:

• new inquiries, meaning sessions opened in the period;
• closed inquiries, those an operator completed;
• unanswered dialogs at the moment the report is built;
• new clients, contacts that appeared in Teletype for the first time.

For an online store this table replaces guesswork: you can see that Telegram is growing while the website widget stays quiet, or that VK community messages rose noticeably after a VK ad launch.

First response time report

Reply speed in a messenger directly affects sales: a person who waited half an hour has often already bought elsewhere. Reportkey finds the first customer message and the first staff reply in each inquiry and measures the gap. The report shows average and median first response, plus the share of inquiries answered faster than your threshold, by channel, operator, and period.

The calculation uses calendar time. Night messages push the average up, so the median and the daily breakdown give a fairer picture of the day shift.

Operator workload and ratings

The staff block shows how many inquiries each operator handled, how many messages they sent, and the average one-to-five rating customers left after closing. The table helps plan shifts and reveals who carries most of the flow.

Inquiry topics by category

If operators tag inquiries with categories, Reportkey shows their distribution by channel and period: delivery questions, returns, product advice, complaints. Marketers learn which questions the website or ads should answer up front, and managers see where ready-made replies would help.

Omnichannel chat analytics next to ads and CRM

Teletype does not pass the advertising source of an inquiry, so links to campaigns come from neighbouring blocks. Useful companions are:

• Avito Pro listing statistics, if Avito chats run through Teletype;
• amoCRM deals or Bitrix24, where messenger inquiries end up;
• tickets from Usedesk, HelpDeskEddy, or Carrot quest chat, if support works across several systems.

All support services are collected in the customer support group. AI insights on conversations and report branding are not on every plan. A finished multichannel document appears in the in-house marketer demo report, and costs are on the pricing page.