In this article, you will obtain information about sending push messages and templates, which are essential for companies to contact their customers/users. This enables better service delivery and adds value to the brand-consumer relationship. Estimated Reading Time: 08 minutes

The "Conversation Start Metrics" report is designed to view metrics and information on these deliveries and referred campaigns, providing details on user responses, delivery status, and conversations initiated by new and returning users. Get to know the report interface!

Filters and Key Information

You can access the Conversation Start Metrics report from Menu > Dashboards. The report includes filters and charts to help visualize specific metrics. Below, we'll define the filters that make up this report and the key information from the charts:

Filters

1. Time Period: Like other reports, it allows filtering by date range to see how many conversations were generated during that time.
2. Initiated by: Filter by the origin of the session start (WhatsApp templates, bulk notifications, referred webchats, referred campaigns).
3. WhatsApp Line: Filter by messages sent from a specific WhatsApp line.
4. WhatsApp Template: You can filter by the template sent, for example, how many conversations were started by my template named "template_test_1" in a certain period.
5. User Type: Filter by new or returning users.

Key Information

6. Number of Sessions Started: Number of deliveries made / number of users: number of unique user conversations where pushes or templates were sent.
7. Responded Notifications: Graph showing the percentage of users who responded (or not) to the notifications sent.
8. Notification Status: Graph showing percentages based on the status of the templates used, indicating quantities: not sent due to failure, sent, delivered, read, and responded.
9. New vs. Returning Users: Graph indicating the percentage of new users who received notifications compared to returning users.

Note: When viewing WhatsApp template metrics, it's important to understand that only those that initiated a session will appear. If notifications were sent and the session had already started, they will not appear here; that report will appear in the Notification Engine.

Additional Charts

As a complement, below the pie charts, we provide a bar chart and a funnel chart for a more detailed view of the deliveries made:

• Daily Evolution of Sessions: Shows the number of notifications that started a session and their respective statuses, distributed by day.
• Sessions Funnel: For the current week, shows the delivery statuses in a funnel format. The reading is as follows: 100% of templates were sent, of those, 95% were delivered, within those, 70% were read, and finally, of those read, 11% were responded to.

Note: The funnel chart considers only successfully sent notifications, while the bar chart also considers those not sent due to issues.

Details of Last Sessions

For a deeper analysis of each template/notification sent, the report displays a list of the last notifications sent. Here, you can see the number of users and whether the delivery was successful, as well as details and observations in case of delivery failures, which can occur due to reasons such as:

• Incorrect parameters in the template
• Monthly send limit reached
• Number no longer exists
• Incorrect destination number

Lastly, the details section includes all information feeding into the report, including: date and time of sending, the contact to whom it was sent, the last status at the time of inquiry, if there is a response, the origin, and a link to the chat allowing you to open the respective conversation in the platform for detailed auditing.

Additionally, there's a download button providing the information seen in details but in TSV format and including some extra details, such as: if the template failed to send, the reason returned by WhatsApp, or the client ID, the date and time the session started, the channel, whether the user is new or not, and the dates it was received, read, and responded to.

Remember to visit our Help Center for more information.

Written By: Botmaker Team

Updated: 07/05/2024