Neelke Stadler Updated by Neelke Stadler

Creating an impactful service works better when it’s driven by data. We help you understand interaction on your service so that you have a deeper understanding of your users and their engagement patterns.

You will find the Insights section in the left navigation panel of the user interface.

The focus of Insights is to help you answer four key questions to ultimately guide more users toward positive behaviour change:

  1. Are we making an impact?
  2. Is our audience growing?
  3. How are our users engaging?
  4. How are we guiding our users?

1. Are we making an impact?

You spend a lot of time, effort, resources, sleepless nights and hard-working days to guide users towards their next positive behaviour.  Now you can see how your efforts translate to real world action. 

View the goals you’ve set up and the behaviours you’ve tracked in conversation. You can see how many users have started and completed a goal in the selected time period, as well as see the specific behaviours in goals that are actioned.

2. Is our audience growing?

We all want the positive impact we have to have a ripple effect and improve the lives of more and more people.

View the total active users on your service for the last 7 days. The big number tells you the number of unique visitors in the time period, while the bar graph shows the daily breakdown of users that interacted with you.

Active User
Any person sending or receiving at least one message to or from your service. 

💡Click on a block to get an easy-to-understand explanation of the measurement.

Note: Your daily active users include both new and returning users, this means that if you sum the active users of the bars it will amount to more than the unique user count. Let's use an example to explain:

If I use your WhatsApp service every day I will show as an active user every day, but in the 7 day period I should only count as 1 unique user.

You can also learn the where your users are from by looking at the most active countries breakdown. The country is derived from the mobile number your users use to interact with you on WhatsApp. 

3. How are our users engaging?

The better you understand user engagement patterns the easier you can tailor your service and ensure a great user experience. 

View the average number of messages received from a user per day as well as the time of day and day of the week when users are most or least active on your service. 

View the daily message volumes on your service, split between messages received from users and messages sent to users. If you have a bot-like service the number of sent messages will be very similar compared to the number of received messages, however if you have a Helpdesk-service you will see how much users engage and how much you respond to them.

Sent message
Any message that was sent from your service to any user, i.e. an outbound message.
Received message
Any message that a user sent to your service, i.e. an inbound message.

💡Click on a block to get an easy-to-understand explanation of the measurement.

4. How are we guiding our users?

You want to have impact at scale yes, but you also want to do it in an efficient manner. Now you can understand how your team and your service is providing guidance.

View the number of open versus closed conversations.

Open conversation
A conversation is automatically opened when you receive a message from a user. This means the user has a need that they believe you can assist with. 
Closed conversation
A conversation is manually closed by a coach after they’ve responded to a user in the user interface. This indicates that the user has been sufficiently assisted by a team member.

💡Click on a block to get an easy-to-understand explanation of the measurement.

Note: If a coach closed a conversation but the user messages again, the conversation will automatically re-open. A coach can also manually re-open a conversation in the user interface. You can still view closed conversation in the user interface.

View how you are responding to users. It is important to know if your service is mainly providing guidance through automatic responses or if your coaches are interacting with users to guide them in their personal journey.

The message was sent automatically as a result of an automation rule you’ve set up.
The message was sent manually from the user interface by a team member.
The message was sent by the API. This will be the case when you are programatically messaging your users, using third party integrations to send messages or when using the opt-in question webform. 
Threads (beta)
The message was sent as part of a thread you’ve set up.

💡Click on a block to get an easy-to-understand explanation of the measurement.

Now that you know who authored your response you can take a more detailed look at the actual automation, coach, API or thread that was responsible for most of your sent messages.

Now that you've learned about your users, don't forget to improve your service and make it better. You are also able to set up a connection to BigQuery to get your raw data that you can use for any custom analysis and/or visualisations.

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