WhatsApp Messaging reports in ActiveCampaign provide valuable insights into your team’s performance, customer satisfaction, and the origin of your conversations. By understanding the data presented in these reports, you can make informed decisions to improve your customer support processes.
This article explains the Overview, By Agent, By Tag, and Details reports, their key features, and how to use them to gain a comprehensive understanding of your WhatsApp conversation activities.
Overview report
You can access this report by either clicking Overview under Reports in the WhatsApp section of your account or by clicking WhatsApp > Overview in the Reports section of your account.
This report is designed to help you track and analyze various aspects of your support operations. The main components include:
- Conversation metrics
Track the number of conversations your team handled over a specific time period. - Customer satisfaction (C-SAT) results
Measure customer satisfaction based on feedback collected after conversations. - Conversations by source
Identify where your conversations originate, such as the inbox, flow executions, or other sources.
Conversation Metrics
Understanding Conversation Volume
The Conversation metrics section provides an overview of the number of conversations your team has handled within a selected time frame. This data helps you understand the workload and volume of interactions your team is managing. Key metrics include:
- Conversations in period
The total number of conversations initiated during the selected period. - Messages in period
The total number of messages exchanged during the selected period. - Conversations by source
The distribution of conversations based on their origin (Inbox, Flow Executions, etc.)
Analyzing Trends
By analyzing conversation trends, you can identify peak times, understand seasonal variations, and allocate resources more effectively. The report includes visualizations such as line charts and bar graphs to help you quickly grasp trends and patterns.
Conversation by source
The “Conversations by source” section helps you understand where your conversations are coming from. This information is valuable for optimizing your support strategy and ensuring that resources are allocated appropriately. Key sources include:
- Inbox
Conversations initiated directly through templates in the Inbox (conversation initiated by the agent). - Flow
Conversations triggered by automated flows. - Inbound
Conversations originating from inbound messages (conversation initiated by the customer). - Other Sources
Conversations originating from other channels or integrations.
By Agent report
You can access this report by either clicking By Agent under Reports in the WhatsApp section of your account or by clicking WhatsApp > By Agent in the Reports section of your account.
This report is useful for comparing usage among different agents. It includes:
- Conversations per agent
- Messages per agent
- Metrics in charts (grouped by agent)
- Inbox summary (by agent)
By Tag report
You can access this report by either clicking By Tag under Reports in the WhatsApp section of your account or by clicking WhatsApp > By Tag in the Reports section of your account.
This report helps compare the most common reasons for contact. It is generated based on conversation tags information. It includes:
- Conversations by Tag
- Conversations summary (per tag)
Details (individual conversations) report
You can access this report by either clicking Details under Reports in the WhatsApp section of your account or by clicking WhatsApp > Details in the Reports section of your account.
This report provides a comprehensive list of conversations that have occurred during the selected period. You can apply various filters to these reports, including date, contact tags, conversation tags, agent, and working hours.