Weekly review and alerts

Sela reviews your week for you. Every week it compares the last seven days with the seven before, lists what needs attention and what is going well, explains how each finding was reached, and suggests what to do next. Between reviews, it watches for customers left waiting, complaint spikes, overdue work and falling orders, and tells the right people before anyone asks.

Open it from Overview, then Weekly review in the sidebar (/insights/weekly).

Who gets it#

On plans below Operations the page explains how to get it. See Plans and billing and Team, roles and permissions.

The weekly review#

The review covers the last seven complete days and compares them with the seven days before. Days are counted in UTC, the same daily totals the Reports page uses.

What it shows#

• This week at a glance: new conversations, typical (median) first reply and reply time, customers waiting more than 4 hours at the end of the week, escalations, satisfaction rating, closed conversations, and orders, each with last week's number and the change.
• Findings: what needs attention, opportunities and good news. For example "First replies got slower", "Orders down 30%", "More chats, not more orders", "An ad brings chats but no orders", "Customers asked for items you didn't have".
• Suggested actions: one per problem or opportunity. Prepare in Companion opens the Companion with the request already written. The Companion prepares a change card; nothing changes until you approve it.
• Most ordered, Ads (chats and orders from each ad) and Team (who closed the most conversations).
• What customers talked about: topics and problems from a sample of the week's conversations (needs AI Assist).
• Notes: anything that limits the numbers, such as a day whose totals were still being prepared.

How we know#

Every finding has a How we know section: the measure, the period, the exact numbers, the sample size when a sample was used, the method, and up to three example conversations you can open. For example: "3 of 24 sampled conversations mention a delivery problem".

Numbers come from your records: conversation totals, recorded orders (cancelled and rejected orders are left out), ad counters and team activity. Conversation patterns come from a sample: the assistant reads a redacted sample of up to 72 customer messages spread across the week, with names, numbers, emails, links and addresses removed, and labels each one with a fixed set of topics and problems. Sela then counts the conversations. Findings from a sample say so, and a sample is not every conversation.

The short written summary at the top only uses numbers from the findings. If it mentions a number Sela cannot trace to the week's data, the summary is left out and a note says why.

When it arrives#

By default every Saturday at 09:00 in your workspace's time zone, as a notification and an email to the workspace's owners and admins. If you had chosen recipients for the weekly summary email, those people get the review instead. Change the day, time and recipients under Weekly review, then Settings.

While the weekly review runs, it replaces the weekly summary email for the workspace. Team digests for team leads continue as before.

Owners and admins can also select Generate now, at most once an hour. A review generated on request notifies nobody; it appears in the history.

Credits#

Conversation patterns and the written summary use AI credits from AI Assist, about half a credit a review. Without AI Assist, out of credits or with AI switched off, the review still arrives with your numbers and findings, and a note says what was skipped. See Credits and usage.

Businesses with branches#

If your business has several branches under one account, the account's owners and admins also get an all-branches review from the workspace that pays for the account, on that workspace's schedule. It compares branches side by side (conversations, orders, first reply, escalations, customers waiting) and points out the slowest branch, where complaints concentrate, and branches whose orders fell.

Each branch's main problem comes from that branch's own weekly review sample, so keep branches on the same review day to include them. A branch you cannot read reports in is hidden from your copy. Open it from the All branches tab of the Weekly review page.

Alerts#

Sela checks these and notifies the workspace's owners, admins, managers and supervisors who can see what the alert is about. Each alert explains its numbers and method under How we know.

How alerts avoid noise:

• One alert per episode. While it stays open it repeats only after an hour (reply delay, waiting for staff), a day (no follow-up), and only if it got worse; daily alerts repeat once a day while they stay open.
• It closes on its own when things recover, without another notification.
• Conversations with an SLA clock are left to their SLA warnings, and escalations to escalation alerts; reply delay counts only the rest.
• For a business with branches, the account's owners and admins get one alert naming the branch, instead of a copy from each branch.

Turn each alert on or off and change its threshold under Weekly review, then Settings. Your own notification preferences still apply. See Notifications, SLA and escalations.

Connected AI apps#

AI apps connected through AI connectors can read the latest weekly review and recent alerts with your permissions, so you can ask Claude or ChatGPT about your week. Any change they suggest still needs your approval in Sela.