Audience: Channels using ALF
As part of our effort to improve the accuracy and consistency of overall chat statistics, the criteria for ALF statistics will be updated. Once the chat statistics criteria are also updated in January 2026, both chat statistics and ALF statistics will be aligned under the same standards.
◼︎ Effective Date
Thursday, December 22, 2025
◼︎Key Change
The basis for ALF statistics will change from Chat Start Time (createdAt) to Engagement Start Time (managedAt).
Chat Start Time (createdAt): The moment a customer initiates a conversation by tapping “New Chat”
Engagement Start Time (managedAt): The moment a customer sends their first message to ALF
◼︎ Impact After December 22
Chats before December 11:
No changes. Chat Start Time and Engagement Start Time are treated as identical, so existing ALF statistics remain the same.
Chats from December 11 to December 22:
Chats created during this period will be counted based on Engagement Start Time.
When viewing ALF statistics that include this date range, some data may shift as described below.
Example:
Dec 14: Customer taps “New Chat” → Chat Start Time
ALF responds
Dec 15: Customer sends their first message to ALF → Engagement Start Time
Before Dec 22: Viewing ALF stats for Dec 14–15 → counted on Dec 14
After Dec 22: Viewing ALF stats for Dec 14–15 → counted on Dec 15
After December 22:
All data shown in the ALF statistics view will be based on Engagement Start Time.
If you have any questions about this update, please feel free to contact us through Channel Talk.
Thank you.