---
title: "Channels in Multichannel Conversations"
slug: "channels-in-multichannel-conversations"
description: "This report can help you understand the number of Channels utilized across Conversations."
updated: 2025-02-06T18:17:50Z
published: 2025-02-06T18:17:50Z
canonical: "help.gladly.com/channels-in-multichannel-conversations"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Channels in Multichannel Conversations

> [!CAUTION]
> This report will be sunsetted soon.

The Channels in Multichannel Conversations report can help you understand the number of Channels utilized across Conversations.

> [!NOTE]
> **Key Concepts and Definitions**
> 
> These are concepts and definitions you should be aware of to understand this report:
> 
> - [Contact](https://help.gladly.com/docs/key-concepts/#h-contacts) is a phone call, a chat session, a Messaging session, an email, or a voicemail. Contact can be defined as an Inbound (started by the customer) or Outbound (started by agents) activity. Contact can contain one call or multiple messages (individual chat messages, SMSes, etc.). [](https://gladly.document360.io/v1/docs/key-concepts-1#Gladly_03)
> - [Channel](https://help.gladly.com/docs/key-concepts/#h-channels) is the method a Customer uses to communicate with your company. This could be through email, SMS, social messaging, chat, or phone call.
> - [Conversations](https://help.gladly.com/docs/key-concepts/#h-conversations) are a series of Contacts with a Customer about one or more questions. It can also span across different Channels and Topics.

## Understand the basics

### **When to use the Channels in Multichannel Conversations report**

Use the Channels in Multichannel Conversations report if you have questions around:

- How many Channels are our Customers using in Multichannel Conversations?
- Over time, how are the Channels used by our Customers changing?
- Are our Customers using more Channels for more complex issues?

### **How often to view the report**

Review this report monthly to gain valuable and actionable insights. Note The report counts the number of Channels that are present in a Conversation. If a Channel is present more than once, it is still counted. This is only for Conversations that have more than one Channel.

## Take action

Once you understand the report, you can take action and make improvements.

### **Channels in Multichannel Conversations is Growing**

If you find that the number of Channels used by Customers across Conversations is growing, look into why this happening.

- Check your First Contact Resolution. Make sure that it hasn’t changed.
- Check your Topics usage. Make sure that there is no unusual shift in Topics Conversation Combination shifts.
- What Channels are your Customers using? Is the change shifting towards more expensive Channels (e.g. Voice) vs least expensive Channels (e.g. Messages)?
- Check your CSAT. Customers may sometimes go through different Channels due to frustration or a less than stellar Customer service.

### **Channels in Multichannel Conversations is Low**

If you are seeing a low or decreasing number of Channels used by Customers, think about if this is in-fact a positive or negative situation.

- Is the decrease of Channels used across Conversations attributed to better CSAT?
- Check your First Contact Resolution and see if it increased. Is having fewer Channels used across Conversations allowing Agents to better serve Customers?

## Good to know

- This report can also be generated via API. See our [Developer Docs](https://developer.gladly.com/rest/#operation/getOrganization) for more details.
- [CSV download](https://help.gladly.com/docs/export-reports) of this report is limited to 1 million rows.
- Listed below are related reports we recommend you use alongside this report:
  - Multichannel Conversations
  - Multichannel Conversations Combinations