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New report Messages screen

  • Updated

Index

  1. What is the new report Messages screen, and how do I access it?
  2. Who is this functionality for?
  3. What information is available on the screen?
  4. How often is the data updated?
  5. How to monitor campaign performance?
  6. When will this functionality be available?
  7. Divergence in Active Message Metrics

What is the new report Messages screen, and how do I access it?

The new Active Messages screen, available within the Blip Analysis tab, was created to offer a complete, clear and up-to-date view of the performance of messages actively sent by chatbots.

With this new functionality, you can monitor the main performance indicators of your campaigns and make it easier to make strategic decisions based on real data.

Note: Only the last 10 templates used in this analysis will be returned; the other templates will appear according to the search based on the analysis you wish to view.

Who is this functionality for?

The new screen was designed for analysts, managers and professionals who monitor the performance of active campaigns in chatbots, focusing on:

  • Identify bottlenecks in the sending and response process.
  • Understand the best times and channels for shipping.
  • Fix crashes quickly.
  • Improve engagement with contacts.

What information is available on the screen?

On the phone,  available an overview with the main performance data, organized into cards and interactive graphs:

  1. Total messages sent
    View the total volume of messages sent in the selected period.
  2. Conversion Funnel
    Understand the behavior of contacts from receiving the message to responding.
  3. Conversion
    Check the volume of messages that generated interest in your contacts compared to the total sent or failed.
  4. Conversion rate
    Track the percentage of active messages that generated a response from the contact.
  5. Failure rate
    Identify the proportion of messages that were not delivered and the main reasons for failure.
  6. Response spikes
    Find out which times messages get the highest response rate.
  7. Sending failures
    Identify errors and instances of failed messages.

 

How often is the data updated?

The data is updated in D-1. During the first days of the month, the data may show small variations until the period ends completely. 

How to monitor campaign performance?

Access the Analysis tab of your smart contact, select the Active Messages tab, choose the period you want to view. Explore the cards with the main indicators.

 

When will this functionality be available?

From April 29th this functionality will be released to all customers!

 

Divergence in Active Message Metrics

“My data is not matching the Growth screen.” Why?

The data presented on the two screens really does not match — and this is due to a difference in the way the messages are counted. On the Growth screen, all messages handled by Blip are considered, regardless of the final result of sending (sent, read, failed, etc.). In the new Active Messages screen, only messages that were actually processed by Meta are counted.

For example: if the user sends two active messages, and one of them is successfully delivered to the Goal, but the other presents an error while still in Blip, the Growth screen will show 2 messages, while the Active Messages screen will only show 1, as only one was successfully completed by the Goal.

In short:

  • Growth: counts all messages handled by Blip (sent, received, with errors, etc.).

  • New Active Messages report: displays only messages actually processed by Meta.

"The sum of received and failed messages does not match the total of sent messages"

Not every sent message receives an immediate delivery or definitive failure status from Meta (WhatsApp). There is a technical interval, often called "limbo," which can represent up to 4% of the total volume of broadcasts performed.

This scenario is considered an expected behavior of the integration and occurs primarily due to the following factors:

  • Offline User: The final recipient is out of the coverage area, without an internet connection, or with the mobile device turned off.

  • Brand Block: The user has blocked your company's phone number.

Important note: Meta does not provide the specific reason why the status was not updated. This measure aims to protect user privacy by not exposing whether a direct block occurred.

Meta has a period of up to 20 days to process and pass on a new status (such as delivered or failed) for those messages that were held in this interval.

Practical Example of Calculation and Validation

To validate if your metric is within the expected operational margin, use the calculation guide below, based on a real technical analysis:

  1. Identify the Total Sent: In this example, we will use 1,413.

  2. Identify the Total Received: In this example, 1,146.

  3. Identify the Total Failed: In this example, 218.

  4. Perform the Sum of Known Statuses: Add Received + Failed (1,146 + 218 = 1,364).

  5. Calculate the Difference: Subtract the sum from the previous step from the Total Sent (1,413 - 1,364 = 49 messages).

  6. Calculate the 4% Margin: Multiply the Total Sent by 0.04 (1,413 * 0.04 = 56.52).

  7. Compare the Results:

    • Since the value of 49 is lower than the limit of 56.52 (4% of total sent messages), the data in this scenario is technically validated and within the operational normality of the status update interval.

If the difference between the Total Sent and the sum of the statuses (Received + Failed) is greater than 4%, we recommend that you contact our technical support team for a detailed investigation.

 

For more information, access the discussion on the subject at our community or the videos on our canal. 😃

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