These reports show the volume of messages and how your list of users grows.
Messages
Messages sent and received in the period, compared to the previous one:
- Messages, Received Messages and Sent Messages.
- Agent Messages: the messages your agents sent from Live Chat.
- Private Notes: the notes agents left in conversations, which the user does not see.
Opt-In Opt-Out
How users change their subscription and communication preferences. You can filter by agent or agent group.
- Subscribed vs Unsubscribed: users who subscribed and users who unsubscribed.
- Opt-in SMS vs Opt-out SMS and Opt-in Email vs Opt-out Email.
Each metric is also split by source: User Initiated (the user did it), Live Agent (an agent did it for the user) and Bot Automation (a flow did it).
Bot Users
The users of your bot over time: total bot users, new bot users, active bot users and the daily average of active users. Below that, the messages and emails sent, the email open rate, and new users by gender, language, time zone, country, platform and device type.
WhatsApp Conversations
What your WhatsApp conversations cost and what kind they are:
- Conversations Cost: the accumulated cost in the period.
- Conversations by Type: paid and free conversations.
- Conversations by Category: marketing, authentication, service and utility.
To understand when a conversation is free, see WhatsApp messaging window.