Outbound

The Outbound tab in

Metrics

shows what happened with the messages you sent in your outbound campaigns: whether they arrived, whether the contact replied, how they moved through your flow, and whether they were passed to an agent.

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Levels of the tab

You can see your numbers at four levels. Each time you go down a level, the graph updates to show only that group:

1. All your campaigns (or the ones in a folder, or the ones you selected).
2. One campaign: click it in the Campaigns list.
3. One deployment: click it in the campaign’s Deployments list.
4. One contact: click it in the Contacts list to read their conversation.

To go up a level, use the breadcrumb at the top, the back arrow next to the list’s title, or your browser’s Back button.

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The graph

The graph shows how your messages move from the moment they’re scheduled until the contact replies. It has three views.

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Compact view

This is the view the page opens with: Each card’s percentage is calculated against the card it comes from. For example, the Responded percentage is out of Delivered. Cards at zero aren’t shown.

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Expanded view

It shows the same as the Compact view, plus two things:

• Why they weren’t delivered: the Not delivered card splits into one card per reason, from largest to smallest. Hover over each one’s info icon to see what it means and what you can do. You’ll find every reason in

  Non-delivery reasons

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• What happened with the ones who replied: a second row shows the conversations Transferred to agent, split into Closed and Still open. This row counts agent conversations, not messages: a contact transferred twice counts twice.

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Flow view

When you open a campaign, the Flow view shows how contacts moved through each block of your flow:

• Entered: the conversations that went through any block of the flow in the period.
• One card per block: with the block’s text, its type (Template, Question, Message, Handover or AI block), how many conversations reached it, and what percentage responded. Blocks from every version of your flow that got visits are shown.
• Lines between blocks: each line shows the option the contact picked and how many times that step was taken. If a contact took the same path twice, it counts twice.
• Re-entries: the icon shows how many times contacts came back into the same block.
• Abandoned here: the conversations left unanswered at that block, as a percentage of the ones that reached it. Handover blocks don’t have this card, because they don’t wait for a reply.

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See the contacts behind a card

Click any card in the graph to highlight its path and open a side panel with its contacts. You can search by phone and click any contact to read their conversation.

• In the Compact and Expanded views, you’ll see each contact with the date of their send and its status. If the message wasn’t delivered, you’ll see the reason.
• In the Flow view, you’ll see how many contacts Reached, Answered and gave No answer at that block. On question and template blocks you’ll also see one bar per option. Click an option to see who picked it. In Who answered you can filter by All, Answered or No answer, and see each contact’s answer.

Click the card again, or an empty spot in the graph, to clear the highlight.

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Send a campaign to those contacts

From the panel you can send a new campaign to the contacts of a card. For example, a reminder to the ones who Did not continue: Contacts without a phone are left out, and so are those who can’t receive the message: the ones whose number isn’t registered on WhatsApp, who opted out, or who you blocked. Sending to them again would fail the same way. If there are too many contacts, download the CSV and upload it in the send flow.

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Download the graph

Open the graph in full screen with the button in its bottom right corner and click Download. You can save it as PNG or PDF. The file includes the whole graph, whatever the zoom.

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Goals

If your flow has

goal blocks

, you’ll see the Goals table when you open the campaign. Each goal is counted once per conversation, even if the contact clicks several times.

• Block and Goal: the flow’s block and what the contact is expected to do: Read the message, Clicked the link button or Clicked the link.
• Reached: how many conversations met the goal.
• Of visits: what percentage they are of the conversations that reached that block.
• Against expected: compares the result with the percentage you set in the goal block. You’ll see Above expected, Below expected or No expectation set.

If the goals changed between versions of the flow, each row says which version it belongs to. Click a row to see that block in the Flow view, with a side panel for that goal. The panel shows what percentage of the conversations that got the block reached the goal, compared with what you expected, and the contacts behind it. From there you can also Send a campaign to them or Download CSV.

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Campaigns

The Campaigns list shows every campaign with sends in the period:

• Name: the campaign’s name and its ID.
• Deployments: how many deployments it had.
• Sent: how many messages were scheduled.
• Delivered: the percentage of messages delivered.
• Responded: how many delivered messages got a reply.

You can Search a campaign by name and sort them by Most sends, Most deployments or Name. Tick the box of several campaigns and click View metrics to see their numbers together in the graph.

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Deployments

When you open a campaign you’ll see its Deployments. A deployment is a launch from a CSV file or from the platform. Sends that come in through the API or an integration show up as Integration · until a date: they group the messages that went out with no gap longer than 6 hours.

• Deployed: when the first message was scheduled.
• Sent, Delivered and Responded: same as in the campaigns list.
• Review: how many messages weren’t received (not received) or are still on their way (on the way). It turns red when the deployment has at least 10 messages and a quarter or more weren’t received.

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Contacts

When you open a deployment you’ll see its Contacts: one row per message sent. If a contact got the message twice, they show up twice.

• Contact: the contact’s phone.
• Status: Responded, Delivered, no reply, Queued, or the reason it wasn’t delivered.
• Time: when the message was scheduled.

With Columns you can add more data about each contact:

• Uploaded with the send: the variables you uploaded when you sent the campaign.
• Saved by the flow: the variables the flow saved during the conversation.
• Answered in the flow: the contact’s last answer to each question.

Click a contact to open the Conversation: you’ll see every message from the contact, the bot and the agents, in order. If the conversation is very long, you’ll only see the most recent messages.

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Non-delivery reasons

These are the reasons a message can show up as Not delivered:

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How the numbers are counted

• Everything counts for the message that was scheduled in the period. If the message went out on the 30th and the contact replied on the 2nd of the next month, the reply counts in the period of the 30th.
• A message that went out but never got a delivery confirmation counts as Not delivered in the graph. In the deployments and contacts lists it shows up as on the way or Queued, because it could still arrive.
• Abandoned here can change: if a contact replies later, they stop counting as abandoned.
• CSV files use UTC time, while the page shows the time in your time zone.

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Next steps