Whatsapp Metrics

The WhatsApp Metrics section provides detailed insights into your WhatsApp channel’s performance, specifically for users who have connected their WhatsApp account. This feature helps you analyze conversations, track costs, and evaluate the effectiveness of your WhatsApp templates, enabling you to optimize your communication strategies and improve customer engagement.

Key Features of WhatsApp Metrics:

1. Conversation Overview: This section provides a high-level overview of the conversations that took place on your WhatsApp channel. It includes:

• All Conversations: A pie chart categorizing conversations into five types: Marketing, Service, Utility, Free Tier, and Free Entry Point. This helps you understand the nature of customer interactions.

• Approximate Charges: A pie chart showing the cost distribution of different types of WhatsApp messages. Since various messaging types (e.g., marketing, service) are charged differently, this breakdown helps you monitor and manage costs effectively.

1. Conversation Reports: This section provides a detailed overview of your WhatsApp conversations.

3. WhatsApp Template Analytics:

The WhatsApp Template Analytics section provides a detailed analysis of the WhatsApp templates used in your broadcasts or automated messages. This feature helps you evaluate the performance of your templates, track their effectiveness, and identify areas for improvement.

• Template Name: The name of the WhatsApp template used in broadcasts or automated messages.

• Template ID: The unique identifier for the corresponding template.

• Status: The current status of the template (e.g., approved, rejected,, pending).

• Sent: The number of customers the template was sent to.

• Delivered: The number of messages successfully delivered to customers.

• Read: The number of messages read by customers.

• Cost: The total cost incurred for sending the template messages.

• Order: The number of orders created as a result of the template.

• Sales: The total sales generated from the template.

• Avg Sales Conversion: The average conversion rate of the template in terms of sales.

• Type: The type of conversation (e.g., marketing, service).

• View Logs: Clicking this option allows you to view the activity logs for the specific template. It will show individual customers, their phone numbers, status of the message and what was the source of the template.

• View Details: After viewing the log for a specific template, clicking on View Details will provide additional details about the template. For example, if a message failed to deliver, clicking View Details will show the reason for the failure in the Failed Report.

After clicking on View Logs for a specific template, you can filter the messages that were not delivered by choosing Failed under Status.

You can be more specific by filtering out Source as well to your liking.

If you click on View Details for a customer whose message failed to deliver, you can scroll down to see the delivery issue explained under failed_reason along with a detailed failed_report.

For example, under failed_reason it could show "This message was not delivered to maintain healthy ecosystem engagement." along with a failed report underneath.

If you copy the failed_reason and search for it in the documentation provided here, you’ll find a clear explanation of why the message failed to deliver.

The logs will reflect the time zone configured under Settings > Team Management. Make sure the correct time zone is set there to ensure accurate log timestamps.

1. Filtering Options: You can filter the templates by Status (e.g., active, paused) or Type of conversation (e.g., marketing, service) to focus on specific data and analyze performance more effectively.