Understand Home: conversations, results and next steps

Home is your business overview. It brings together conversations that need attention, recent activity, recorded results and upcoming appointments. What you see depends on your launch stage, connected services and permissions. Cards may use your bot’s name instead of the word “bot”.

During setup, the launch card sits below Home’s greeting. The status pill at the top of every page opens Home with the card expanded. What’s left in that card holds the full Setup checklist, including The bot is waiting on you links for open team questions. Home’s See what’s left opens that panel instead of repeating the full checklist. Question links open the private Inbox discussion, require Inbox access and exclude resolved questions and rehearsals.

How it works

Live counts versus period figures

The small counts beside the greeting answer “what needs attention now?”:

Waiting for you counts conversations needing a person now, even if the need began before the selected period. Select it to open the Inbox.
[assistant name] handling now counts conversations with qualifying activity in the last 120 minutes outside the waiting group. This two-hour window is independent of the selected Home range. A conversation can stay here after a reply, then move to Active in [range] without being closed if it has activity in that range. It is not a count of replies being typed at that instant.

Both follow the channel or line selection, not the time range. A count is omitted when it is zero. If the Home view has not loaded or cannot load, the absence of these indicators is not proof that nothing is waiting.

The larger figures in The past hour, The past 24 hours, The past week, The past month or Since the start describe the chosen period:

Figure	Meaning
conversations in [range]	Distinct conversations with qualifying customer or support activity in the period, plus outbound-only threads if you chose to show them. It is not a message count. A reminder alone does not make a conversation active customer support.
With the team	Conversations with team involvement among those counted for the period. This is different from the live waiting count.
Expert requests	Requests actually opened with an Expert in the period. A request still waiting for permission to open is not an actual Expert request. There can be more than one request per conversation.
Sales and other result figures	Recorded outcomes in the period, when available. They are not extra conversations to add to the conversation total.

Zero-valued summary figures are omitted. The timeline shows conversation activity by time, with separate marks for Expert requests, sales and bookings. Hover over a time slot or focus it with the keyboard for details. A conversation can appear in several time slots, so adding bar heights does not give the distinct-conversation total.

Open a conversation or change its view

The Conversations card offers List and Columns. List is the initial default, and your choice is saved personally.

The same work is grouped as:

Waiting for you: outstanding needs, such as a question for the team, an approval or a request for a person. These can be any age.
Handling now: conversations with qualifying activity in the last 120 minutes, outside the waiting group.
Active in [range]: other closed or quiet conversations with activity in the selected period. When you include outbound-only threads, they can appear here too.

Rows can show the customer, channel, subject or reason for waiting, handling state, elapsed time, labels, an Expert marker and a sale marker. An Expert marker can show who was asked and the request’s outcome, or No answer yet. A faded Sale before this range marker gives earlier-sale context without making it a sale in the current period.

Select a conversation row or card to open it in the Inbox.
Read the conversation before replying or taking over.

An approval row can offer Approve and Decline. Approval may be disabled if you lack the relevant permission. A [count] more link opens the Inbox; Home is a short work summary, not the full conversation list.

Results: what the bot did

The What [assistant name] did card separates how customer needs were handled from what resulted. A customer need is a ticket: one matter being handled, not necessarily an entire chat thread. One conversation can contain several tickets.

Handled alone and the handling breakdown

Handled alone is the share of classified customer needs active in the selected period that the bot handled on its own, including work where a person only made a decision on an approval request. Approval alone does not move a need into With the team. The percentage can include open work as well as closed tickets. It is not simply “tickets closed this month divided by conversations”.

The breakdown separates Alone, With the team and Asked, nobody answered. The last category means team help was requested but nobody answered; it must not be read as successful team assistance. Work without a handling classification does not enter the percentage. If there is no classified work, Home shows an explanation rather than inventing 0%.

The handled figure below this breakdown counts customer needs opened in the period. Because the percentage includes active work that may have opened earlier, these two totals can differ.

Why short answers are separate

When a separate short answers count appears, those quick exchanges do not enter the handling rate. They are shown separately rather than inflating it. This is not a rule based on the number of words in a reply: a brief reply that resolves a classified customer need can still belong to the regular figures.

Asked an Expert and Became a sale

Asked an expert and Became a sale are additional measures for customer needs opened in the period. They are not extra pieces of the handling breakdown.

A ticket can be handled alone, include Expert help and become a sale. Another can involve the team and become a sale. Do not add these measures to the breakdown or expect all of them together to total 100%.

Revenue, sales and other outcomes

The results side shows recorded outcomes such as sales, bookings or other completed actions from the features you use. An unavailable or empty results side is not a claim of zero business revenue.

Sales and revenue follow the recorded outcome’s time, not just when the conversation began. An order recorded in this period can therefore come from an earlier conversation. Home may show sales from earlier conversations to explain the difference from Became a sale. Amounts in different currencies remain separate, rather than being converted into one total.

When the revenue total offers sale details, select it to see Sales in this range, the amounts, dates and available conversation links. No conversation available means that row has no conversation you can open from the list.

Choose See analytics for the fuller Analytics view, if your permissions and plan allow it. The link retains the channel or line selection and 7d, 30d or All. From 1h or 24h, Analytics opens with its own default of 30 days. Analytics also supports custom dates; Home does not.

What people asked about

What people asked about groups classified customer needs opened in the selected period by topic type. It shows counts and percentages, the five largest categories and a combined Other row if more remain. These are ticket counts, not message counts or a count of every conversation.

Select a named category to open the ticket list filtered by that category. The combined Other row is not a link. If there are no classified topics for the period, the card says so rather than inventing categories.

Upcoming meetings

Upcoming meetings appears when Google Calendar is connected and you have permission to view meetings. It shows ongoing and upcoming omotto appointments for Today and tomorrow, using the business’s time zone. It is not a list of every event in your Google calendar.

Rows show the time, meeting type or calendar name, customer when available, and calendar. The card does not follow Home’s time, channel or outbound filters. Choose Calendar to open the meetings page. See calendar connection and availability and meeting types.

The card is a preview, not necessarily the full schedule. A day can show “visible count of total”. If only some calendars were readable, it says Some calendars couldn’t be read. No meetings found in the calendars we could read is not a guarantee that all calendars are empty. Reload Home to refresh calendar changes made elsewhere.

Where to find it

Select Home in navigation. For the shared layout, open Settings → Workspace → Home layout.

Set it up

Choose a Time range beside the greeting.
Open Filter conversations if you want a particular channel or line.
In Conversations, choose List or Columns.

The options and their defaults are explained below. Your personal filters do not change your colleagues’ views.

Settings

Filter Home by time

Use Time range beside the greeting. The initial selection is 24h; later visits use your saved personal choice. Home has five presets, not a custom date picker.

Button and full label	Activity covered and timeline grouping
1h — Last hour	The current minute and the preceding 59 minutes, shown by minute.
24h — 24 hours	The current hour and the preceding 23 hours, shown by hour. This is the initial default.
7d — 7 days	Today and the preceding six calendar days, shown by day.
30d — 30 days	Today and the preceding 29 calendar days, grouped into calendar weeks. The first week may be partial.
All — All time	Activity since the business was created in omotto, grouped by week, or by month for older businesses.

Time boundaries follow the business’s time zone. The current minute, hour, day or week is still in progress, so its bar is partial. These are calendar-aligned windows, not always exactly 60 minutes or 24 hours backwards from the moment you look.

The range applies to the activity summary, timeline, results, topics and the closed or quiet conversation group. It does not limit the live waiting and handling groups or Upcoming meetings.

Filter by channel or individual line

Open the funnel button, Filter conversations.
Choose All conversations, a channel, or a named line.
To include automated outreach without customer conversation activity in the selected period, turn on Show outbound-only conversations. A count appears beside this option when available and positive.

When a channel has multiple lines, the menu offers the individual lines rather than an additional whole-channel choice. All conversations removes the channel or line restriction; it does not turn on outbound-only conversations.

Outbound-only conversations are hidden by default on Home. Showing them adds those threads to the conversation total, timeline and recent conversation rows. It does not turn automated outreach into handled customer needs or add it to the handling percentage, results or topics.

Your time range and outbound-only choice are remembered for you. The channel or line selection lasts for the current Home visit and resets to All conversations when you leave and return. These choices do not change your colleagues’ filters.

Conversation view

List is the initial default. Choose Columns for grouped columns instead. This choice is saved for you personally, not for the whole workspace.

Choose the shared Home layout

The Home layout setting belongs to the whole workspace, not to one person’s time-range preferences.

In the workspace settings named above, find Home layout.
Read Current layout.
Under Choose a layout, select a layout or Use the default page.

The selection saves automatically.

Choice	Effect
חנות (store)	The store layout puts results before topics in Home’s results-and-topics area.
פגישות (appointments)	The appointments layout puts topics before results in that area.
Use the default page	Restores the default arrangement, with results before topics. This is also the arrangement used before anyone chooses a layout.

Layouts change order only. They do not enable a feature, grant access or hide information. Colleagues see the changed arrangement on their next navigation.

A suggestion under A layout that fits your business can appear based on connected services: Shopify suggests the store layout; Google Calendar suggests appointments; when both are connected, the store suggestion takes precedence. The suggestion does not change Home by itself.

Use this layout accepts the suggestion.
No thanks dismisses it without applying it.
A manual choice, restoring the default or declining ends automatic suggestions. You can still change the layout manually later.

You need permission to edit the workspace to change the shared layout. A view-only colleague can see the current choice without editing it. For other workspace settings, see Workspace settings.

What happens when…

Before launch, just after launch and after customer traffic

During initial setup, opening Home may take you straight to the Coach instead. After a line connects, a launch proposal can appear even before the launch checks pass. The Home launch card has one Turn on automatic replies action. Missing checks are listed for you to accept with Turn on or leave for later with Not yet; no written reason is needed here. The business-wide settings and Handbook setup entries open this same confirmation. Receiving a proposal or opening the card never turns on replies. Outside this setup flow, the existing controls and reason form remain unchanged. See going live.

Stage	What Home shows
Before the first launch	If you have Coach access and an open setup checklist, Home’s Setup keeps its headline and progress; See what’s left opens the full checklist with Learn your business, Connect a channel and Go live, and remaining choices counted separately as Optional: [count] left. A milestone shows a check mark as soon as its saved requirements are met, the next time progress is read; it does not wait for a background checklist update. Older trackers keep their previous count. The plan can add steps; deferred tasks can appear under Later. A teammate without Coach access may see the read-only Launch status instead.
Live, but no regular conversations yet	Members with Coach access see Your assistant is live.
At least one regular conversation exists	Members with Inbox access can see the conversation overview, results and topics. A regular conversation is neither imported history nor a rehearsal. An automated outbound WhatsApp template can create one before a customer replies.
After the first week	The live introduction disappears once at least one regular conversation exists and the first seven days since the first launch have passed. If no regular conversation exists, it can remain while the bot is live.

The conversation overview can therefore appear before the first customer reply. If the only conversations are outbound-only, the default filter hides them and the activity figures can be empty.

The Setup checklist and live introduction can appear together. Going live does not necessarily finish setup. Home keeps the headline and progress, while See what’s left opens the full launch-card panel. The card shows connected lines that are not answering and keeps earlier unanswered customers visible after launch. Reply to waiting customers ([count]) opens exactly those customers in the Inbox, where a counted filter identifies the same list. Clear removes the filter. Counts show 99+ above 99; the reply link appears only when customers are waiting and you may reply. Each action still requires its own permission. See the line explanation.

While the bot is on and a line can answer, Setup reads Your bot is live; missing business details or knowledge remain under Recommended: in What’s left, not unfinished required progress. During setup, Saved. Replies stay off until you switch them on instead means your business details, knowledge and channel are ready, imports have finished and replies remain off. Review [count] imported items opens the Coach and counts only undecided findings. See Setup and import review.

Once required steps and owner decisions are resolved, the checklist closes. Deferred owner decisions remain in a Later card on Home, while the topbar Setup entry disappears. During setup you can choose Later or Not needed on each decision in What’s left, without sending a Coach message. Not available to customers yet names unfinished knowledge sources even when other knowledge is already usable.

Launch status reports readiness, not permission to edit setup. It can say Ready to launch., Setup is still in progress. or Launch readiness is unavailable right now. It does not expose another person’s Coach conversation or private checklist. Pausing a previously launched bot does not return it to this before-launch state. See turning customer replies on or off.

Your bot is live: next steps

This card shows the first-launch date when available. It lists channels with a connected, receiving line on which the bot can answer. A merely connected channel with bot replies off is not listed as answering.

Under Next, when you like, Home offers up to three setup starters. These depend on available features, access, connections and setup already started for the business. A connected service or a setup flow already started is not offered again here. The list is not a required sequence or a list of every feature.

Choose a starter marked Set up with the Coach.
Continue in the new Coach conversation that opens.

The starter disappears from the current card after its opening message succeeds. That means you started it, not that you completed setup. The live introduction is absent while the bot is paused; pausing and resuming does not restart the first-week clock.

Troubleshooting

No conversation overview yet: check whether a regular conversation exists and whether you have Inbox access. Rehearsals and imported history do not count. An automated outbound WhatsApp template can create a qualifying conversation before a customer replies.
The conversation overview appears but activity is empty: check the time range, channel or line, and Show outbound-only conversations. Outbound-only conversations are hidden by default, even though one can make the conversation overview appear.
No Setup or live introduction: the checklist may be complete, the first-week conditions may no longer apply, the bot may be paused, or your account may not have Coach access. These cards are not controlled by the time range.
No meetings card: check the calendar connection and meetings permission.
No filter controls: Home hides the page filter when you have no visible card that uses it.
Loading placeholders: the figures have not arrived yet. Wait rather than interpreting them as zeros.
Couldn’t load this card: Home could not retrieve that card. Reload the page. For calendar-specific errors, check the calendar connection and active calendars.
Layout did not save or the suggestion changed: wait for saving to finish, then review the current choice and try again. Ask the workspace owner if you only have viewing access.

If a problem persists, contact support and name the card and error message. Do not rely on missing or unavailable data as proof that there are no waiting customers, meetings or sales.