Conversational Channels is a feature of the Zenvia Conversion Report module that helps better understand the quantity of interactions and messages exchanged in your company.
The metrics are derived from conversations held in the Chats module and are related to the channels contracted by you.
How to analyze Conversational Channels data
To access this feature, simply go to Report > Conversational Channels.
Use the filter to view information about your groups and the following periods: Today, Yesterday, last 7 days, last 30 days, This month, Last month, and Custom.
💡 Tip: You can download all the charts in CSV format.
See what each represents:
Performance by channel
This table shows results for each channel integrated with Zenvia Conversion. For each channel, you can see the number of sessions initiated by the client and by the agent, as well as the total number of messages sent and received. You can also see the cost of the message by billing period:
Table Columns:
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Channel: You can see information about your team’s WhatsApp use.
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By business: Sessions started by your team via template message.
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By contact: Sessions started by direct messages from your clients.
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Messages sent: Total messages sent during the chosen time period.
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Messages received: Total messages received in the chosen time period.
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WhatsApp Cost (USD): Line usage charges incurred in the chosen time period.
Sessions over time: Started by business vs. Started by contact
In this graph you can see statistics organized by who began the sessions, be it your business or your client:
Initiated by the company: these are message templates sent by you to start a conversation.
Initiated by the contact: these are messages sent by your customer, whether out of interest in a product or in response to a trigger sent by your company, for example.
Since WhatsApp charges a larger amount for initial messages sent by businesses than for those sent by clients, it's important to monitor this graph to evaluate actions that can increase initial incoming messages.
Messages over time: sent vs. received
- This graph displays the quantity of messages sent and received by your team in the selected period, divided into:
Sent messages;
Received messages.
When analyzing this graph, it's important to consider that a much higher number of sent messages than received ones may indicate that your contacts perceive your messages as spam.
To avoid this, conduct satisfaction surveys after service to understand your customers' sentiments. You can review this article if you have doubts on how to create the templates.