Template Analytics

    Overview:

    The Template Analytics feature in Chat360 delivers in-depth performance metrics for your message templates—allowing you to track delivery success, recipient engagement, and failure causes. By monitoring these insights, you can refine your templates for maximum reach and interaction.



  • Key Metrics
    • Successful: Total number of messages successfully sent.
    • Delivered: Count of messages that reached recipients’ devices.
    • Read: Number of messages opened by users.
    • Replied: Messages that elicited a response from recipients.
    • Total Count: Aggregate of all messages processed (sent + failed).
    • Total Failed: Messages that did not deliver, highlighting overall delivery issues.

  • Error Breakdown
    • Unknown Error: Counts the number of messages that failed due to unknown errors. Helps in diagnosing unexplained delivery failures.
    • Invalid WhatsApp Numbers: Failures due to incorrect or inactive WhatsApp numbers—helps you cleanse your contact lists.

  • Visualizations
    • Performance Pie Chart: Displays proportions of Successful, Delivered, Read, and Replied messages at a glance.
    • Failure Bar Chart: Illustrates counts of failed messages by error type (Unknown Error vs. Invalid Numbers) for quick root-cause analysis.

  • Navigation & Export
    • View By Period: Filter metrics by today, last 7 days, month-to-date, or a custom date range to observe trends over time.
    • Filters: Drill down by message status (e.g., “Replied” only) or by template category (e.g., “Promotional” vs. “Transactional”).
    • Send Email: Instantly email the current report view to stakeholders.
    • Export Data: Download full analytics as a CSV file for offline analysis or integration with BI tools.
    • Export Data Button to export the message performance data for further analysis. Enables offline analysis and reporting.

  • Usage
    1. Access: Go to Analytics → Template Analytics in the Chat360 dashboard.
    2. Customize View: Use View By and Filters to focus on the period and message types that matter.
    3. Share & Export: Click Send Email or Export Data to distribute insights across your team

  • Example Use Cases
    1. Promotional Campaign Tuning: After sending a weekend sale announcement, analyze read and reply rates to identify which call-to-action wording drove the highest engagement.
    2. Transactional Reliability Check: Monitor “Delivered” vs. “Failed” counts for order confirmation templates—address invalid numbers or system errors promptly to ensure every customer receives their receipt.
    3. Customer Service Follow-Up: Track “Replied” rates on feedback request templates to measure post-support satisfaction and decide if follow-up reminders are needed.

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