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How to use Chart Drill-In
How to use Chart Drill-In

Understand how Chart Drill-in works for reporting.

Mark O'Donovan avatar
Written by Mark O'Donovan
Updated over a week ago

Chart Drill-In is a powerful, user-friendly tool that empowers you to delve into your data with greater precision and clarity right within the Intercom app. It facilitates in-depth data exploration and root cause analysis, offering a detailed view of the data used to calculate metrics in a given chart.

How it works

Can Access Chart Drill-In workspace permission allows you to use the Chart Drill-In feature. By default, this permission aligns with the Can Export CSV permission, reflecting similar data access levels.

Chart Drill-In is available for all charts created in custom reports, as well as on selected charts in the following pre-built reports:

In your chart, the Actions dropdown menu (or the Explore option in chart edit mode) includes a button labeled "Chart Drill-In".

This button opens a model that displays a data table with all of the rows used to calculate the metrics displayed in the chart.

To learn more about the available attributes for each metric, and their corresponding definitions, see Understanding reporting datasets.

Data table features

  • Filterable: Refine the data table results using the + Add filter button. The available data attributes for filtering depend on the datasets from which the metric is derived.

  • Sortable: Click on a column name to sort and group the data in the table. Attributes from a list format, like "channel," are grouped and sorted by their list ID instead of alphabetically. For columns with multiple values, such as conversation tags, sorting is based on the first value in the list.

  • Add/Remove Columns: Use the columns button on the top right to customize the table's columns. By default, the table displays the ID, timestamp, and metric value (if applicable), along with any attributes used for viewing or segmenting in the chart. Column preferences are saved at the chart level.

  • Conversation Preview: Gain immediate insights by viewing conversations directly from the drill-in table. Click on the Conversation ID or Conversation Action ID link to access a specific conversation part, taking you directly to the relevant action within a conversation.


What is a conversation action?

A conversation action refers to specific actions performed within a conversation. These include tasks such as assignments, replies, and closing conversations. For example, using chart drill-in for the "replies sent" metric will display the replies sent by teammates to end users within the selected date period. By clicking on the action ID, you can preview the specific message sent.

Will chart drill-in replace the see conversations feature?

The Conversation Preview in the Chart Drill-In will soon replace the "See Conversations" feature, enabling deeper exploration within a single interface. We do not have a set deprecation date for the existing feature yet, as we aim to provide customers ample time to transition to our new solution.

Why can’t you export the drill-in data table?

Currently, the data from the Chart Drill-In table cannot be exported to a CSV file. However, this feature is highly requested and is something we are actively working on. We plan to add this functionality very soon.

Why isn’t chart drill-in available on all pre-built reports?

The Chart Drill-In feature is currently available on select pre-built reports, with plans to expand its availability to all pre-built reports in the near future.

Why are there more rows in the drill-in compared to the value I see in the chart?

The difference in the number of rows in the drill-in compared to the chart value occurs because some metrics, especially those from the "Conversation Actions" dataset, are calculated based on unique conversations. For instance, the metric for closed conversations shows the count of unique conversations that were closed in a specific time period. However, each conversation may have several close actions. Therefore, in the drill-in, if a conversation has been closed multiple times, it is displayed as one row per close action.


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