Each WhatsApp Messaging flow in your account includes a summary page that provides comprehensive insights into how your users interact with your flow, helping you make necessary adjustments or optimizations.
To access the summary page for any flow:
- Click WhatsApp > Messaging Flows on the left menu.
- Click the flow for which you want to view reports.
Metrics
The summary page displays top metrics for your flow. These metrics aggregate all versions of your flow. These metrics include:
- Contacts: Indicates how many contacts are in this execution or have entered the flow version
- Expired: Indicates how many contacts stopped responding. The default waiting time for a response from the contact in the TEMPLATE, MENU or QUESTION steps is 24 hours, but you can customize this in each step
- Ongoing: Indicates how many contacts are still active in the flow. This is either because we’re waiting for a response from the contact or because the flow has a DELAY step
- Canceled: Indicates how many contacts left the flow because their execution was canceled. These cancellations can be manual or due to the contact currently having an open conversation in the Inbox. You can customize this when executing a flow
- Failed: Indicates how many contacts left the flow due to an error during execution. These errors can range from not being able to send a message to issues with a step, such as a failed connection with an external API
- Completed: Indicates how many contacts reached one of the final steps of the flow
Flow details
Below the metrics are 2-4 tabs, containing further details about your flow and a flow viewer.
The number of tabs on display depends on whether you’re viewing details of an inbound or outbound flow.
Tabs can include:
- Contacts (Inbound and Outbound)
The “Contacts” tab lists contacts who entered your flow, regardless of the flow version. You can click the contact to view their path in your flow. Messaging Flow Executions (Outbound only)
The “Messaging Flow Executions” tab provides detailed information about each time a flow was triggered. Information includes:- Who triggered the flow - User or system that initiated the flow
- When it was triggered - Date and time of the execution
- How it was triggered - Method used to start the flow: API, CSV file upload, contact filter)
- Contacts involved - List of recipients who received messages in the execution
To download the details in a CSV file, click “Download results"
- Versions (Inbound and Outbound)
The “Versions” tab displays the flow's change history. You can use this to see how each version performed and if your response rate has improved. To download the details in a CSV file, click “Download results” - Messaging Flow Viewer (Inbound and Outbound)
This visualization shows the flow you are looking at (or the execution you selected) and color-codes the most frequently executed steps, allowing you to easily identify the paths most often taken by contacts. We also display the percentage of contacts who went through each step. Percentages are relative to the previous step.
Clicking any execution or version name opens further details for that item.
Download flow results
You can download execution and version details into a CSV file. Information contained in this file includes:
- Contact’s number
- Contact’s name
- Contact’s last name (if available)
- Execution status
- Reason (reasons for executions that fail)
- Steps included in flow
- Date of when each step was executed
To download this information, click the “Download results” button located on the top right of a version or execution details page.
Once the CSV file is generated, you can download it from the WhatsApp > Notifications page in your ActiveCampaign account. The time it takes to generate the download depends on the amount of information contained in the file.