Reports
The Reports screen organizes what the company measures. It has two levels: folders (with subfolders) and reports (the data itself).
Folders
Folders group reports by area, customer, or routine: "Support", "Sales", "Board". Folders can contain subfolders.
When you share a folder, its content inherits the access — creating a report inside a folder shared with the company already makes it visible to everyone.
Reports
Each report stores:
| Item | Description |
|---|---|
| Name | The title shown in the folder browser |
| Type | The entity analyzed — contacts, conversations, users, or channels |
| Columns | Which fields appear, with the order |
| Groupings | Grouping levels (one, two, three levels or more) |
| Aggregators | Per column: count, sum, average, minimum, maximum |
| Filters | The data slice |
| Sharing | Who can see it |
The view screen shows the results grid, the report's properties, and the sharing panel. The Edit button opens the Report Builder.
Report types
Each report starts from a type, which defines which data it reads and which fields are available. There are seven:
| Type | What it analyzes | Typical uses |
|---|---|---|
| Contacts | The CRM record | Base by source, owner, city, custom fields |
| Conversations | The services exchanged with non-CRM contacts | Volume by channel and by queue before conversion into a contact |
| Messages | The messages sent and received | Response time, volume by agent and by content type |
| Channels | The connected channels | Compare volume, delivery, and read across WhatsApp, Instagram, and the others |
| Campaigns | The sends and the A/B test variants | Delivery, read, and performance by variant |
| Accounts | The CRM companies (optional feature) | Portfolio by owner and by segment |
| Opportunities | The sales funnel (optional feature) | Value by stage, closing forecast, win rate |
You choose the type when creating the report and it does not change afterward — changing the type means creating another report. The Accounts and Opportunities types only appear when those features are enabled for the company; and the chosen type needs read permission in the corresponding section, otherwise the fields are not available.
A report can also cross related tables (up to 20): from a contact to their conversations, from a campaign to the variants, and so on.
Charts
Every report can be displayed as a table or chart, with eight types available — from bars to funnel and heatmap. The chart uses the report's groupings as axes and can break the data into series. See the charts section in Report Builder.
Sharing
Three ways, combinable:
- Specific users — one person at a time.
- Entire company — all the workspace users.
- Same role — everyone with the chosen role.
A report can be shared in several ways at the same time. The effective access is the union of the shares, and a folder's content adds to what already comes from the folder.
Campaign audience
A contacts report can be marked as eligible for campaign. When that happens, it appears as an audience source in Campaigns — the report's slice becomes the recipient list.
Not every report is eligible (it must return contacts with the fields the template needs). A non-eligible report returns report_not_eligible.
Permissions
Reports respect the permissions of the tables involved: a user does not see in a report the data they cannot see on screen. When creating a report about an entity, the available fields are only those allowed by the role of whoever is creating it.