Analyzing WhatsApp Campaigns

Once you launch a WhatsApp campaign through the channel or a journey, its impact on user engagement and revenue can be analyzed in detail through Campaign Overview.

How to Access

Let's quickly show you how you can access campaign analysis through the various sections of your dashboard:

Access Campaign Overview through List of Campaigns

A list of all the campaigns created through the channel can be found under the List of Campaigns or the central hub of WhatsApp As shown below, you can click on the (hyperlinked) Campaign’s Name to analyze a campaign in further detail.

Access Campaign Overview Through Journey Overview

A list of all the campaign attached to a journey can be found under Campaigns in the journey's Overview. As shown below, you can click on the (hyperlinked) Campaign Name to analyze the WhatsApp campaign in further detail.

Understanding Top Panel

As highlighted above, the top panel provides a quick snapshot of the campaign with key details like:

• Campaign Name: As defined at Step 1: Audience, while creating the campaign.

• (Target) Audience: Indicates the segment targeted by the campaign, as defined at Step 1: Audience, while creating the campaign.

  • You can click the (hyperlinked) segment's name to analyze its users and rules of segmentation. (not applicable to Journey & Relay campaigns).

• (Campaign) Type: As selected when you initiate camaign creation in your dashboard. WhatsApp campaigns can be of the following types:

  • One-time
  • Triggered
  • Recurring
  • Transactional
  • Journey (can be created only through the Journey interface)
  • Relay (can be created only through the Relay interface)

As shown below, all Journey (and Relay) campaigns can be traced back to the journey (and Relay) they're attached to by clicking on the (hyperlinked) campaign type, Journey/Relay. Doing so will direct you to the Journey/Relay Live View.

• (Campaign) Status: Indicates the current status of the campaign, as per the settings specified at Step 2: When, while creating it.

  • If you save a campaign without launching it, then it will be saved as a draft. The same is reflected by the status, Draft.

Now, let's get you acquainted with its features:

Modify Campaign

As shown below, using the icons placed next to the Campaign's Name, you can choose to Edit, Delete, Duplicate, Pause/Resume and Tag the campaign, as per your marketing needs.

• Given the short lifespan of one-time campaigns, Pause has been disabled for such campaigns.
• Modification icons are hidden for journey campaigns, since they can be modified only through the Journey through which they've been created.
• Once you Pause a Running campaign, you can choose to Resume it's delivery to the target audience by clicking the Resume icon, as highlighted above.

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Related Read: Modifying WhatsApp Campaigns

A step-by-step guide on how you can modify WhatsApp campaigns.

Download a Report

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Please Note

Reports can be downloaded by only those with Admin, Manager, or Custom role that allows the permission to Update Data Management. If you are unable to do so, then please get in touch with the account owner.

Here's how you can download a copy of campaign stats for offline analysis, upload it to another platform, and so on:

Step 1: Click the Download icon

As shown above, in doing so, you will be prompted to specify the kind of data you want to analyse.

Step 2: Specify the time frame for which the stats should be shown (Data to Include)

As shown above, you can specify the time frame as:

• Campaign's Start Date till Present Date
• Custom Dates

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Detailed Read

• How Data to Include works

• Understanding Report Stats

Step 3: Specify Level of Data Granularity

You can create upto 5 versions of a campaign and test each one to determine the copy that resonates with your audience. Thus, while downloading a report, you can choose to analyse consolidated campaign stats OR a variation-wise breakdown.

As shown above:

• Select Campaign Level Granularity to view the average performance of all campaign variations.

• Select Variation Level Granularity to view the individual performance of each variation and identify the top performing version.

Step 4: Click Download!

Schedule a Report

In our quest to make campaign reporting a seamless experience, we built Scheduled Reports - customizable and automated reports delivered straight to your inbox! You can set up a periodic report to have all the stats shown here, emailed to multiple the team members.

Here's how you can go about it:

Step 1: Click the Reporting icon

• As shown above, in doing so you will be prompted to customize the report's settings.
• The report's name will be the same as the campaign's name. This will be included:
  • In the emailed report's subject line.
  • Under the Scheduled Reports section of your dashboard.

Step 2: Define the Frequency of report delivery

You can choose to have a report delivered on a Daily, Weekly or Monthly basis, as per your needs.

• As shown above, we have selected Weekly as the Frequency for our report.

Step 3: Specify the time of delivery (When)

As shown above, you can choose to have the report delivered at a specific time of the day. The same can be defined in an AM/PM format against the field, When.

Step 4: Specify the time frame for which the stats should be shown (Data to Include)

Too many data points always lead to chaotic insights. This is why we have made it possible for you to specify the time frame (number of days) for which you'd like to receive campaign stats.

As shown above, you can select a time frame between Last 1 Day to Last 30 Days against Data to Include.

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Detailed Read

• How Data to Include works

• How a combination of Data to Include & Frequency determine the date of stats included in the report

• Understanding Report Stats

Step 5: Select Level of Data Granularity

At WebEngage, you can create upto 5 versions of a campaign and test each one with a small test segment to determine the copy that resonates with your audience. Thus, while scheduling a report, you can choose to analyse consolidated campaign stats OR a variation-wise breakdown.

• Select Campaign Level Granularity to view the average performance of all campaign variations.

• Select Variation Level Granularity to view the individual performance of each variation and identify the top performing version.

Step 6: Add team members as Subscribers

As shown above, you can choose from a list of all the team members who have access to your WebEngage dashboard. Doing so will ensure that all the added users receive the campaign performance report, as per its settings.

• However, if a team member is not a part of your WebEngage account, then you will not be able to add them as a Subscriber.

Step 7: Click the Schedule button

• A notification will pop-up on the bottom right corner of the page, confirming that the report is scheduled. (Understanding Report Stats)

• You can modify or delete the report anytime you like through the Scheduled Reports section, nested under Settings in your account.

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Please Note

• Reports can be scheduled only by Admins who have access to Account Management. Please get in touch with the account owner if you're unable to do so.

• You can schedule additional reports for campaigns sent through WhatsApp and all channels combined through Settings > Scheduled Reports in your dashboard.

See Campaign Details

As demonstrated below, clicking Show Details reveals a thorough recap of all the rules and settings specified while creating the campaign. This section can be minimized by clicking Hide Details.

Here's a list of all the details shown here:

• Campaign ID: A unique campaign ID is generated by us each time you create a campaign.

• Start Date / Send Date: Indicates the date-time on which the campaign was launched or will be launched (if the campaign is still scheduled), as specified at Step 2: When, while creating it.

• End Date: Indicates the date-time on which the campaign will end or ceased getting delivered.

  • Applicable only to triggered and recurring campaigns, An End Date can be specified at Step 2: When while creating it.

• Time zone: Applicable only to one-time campaigns, it indicates whether the campaign was sent in the user's timezone, or in your project's timezone. You can specify it at Step 2: When while creating the campaign.

• Tags: Tags is a handy feature that helps you categorize your campaigns as per their purpose, target audience, frequency, or any other parameter that makes them easier to search.

  • If a campaign is tagged: All the tags added to the campaign will be shown here. You can click on a hyperlinked tag to add more tags to the campaign or remove existing ones.
  • If no tags have been added: As shown below, you can click on Add Tags to create new labels for the campaign and add existing ones to it.

• Audit Logs: Click View to access a history of all the interactions your account admins have had with the campaign. Each action, including campaign creation, message edits, and changes made to its settings, is recorded here. (Detailed Read)

• Conversion Event: Indicates the action users are expected to perform on your app after receiving the campaign, as specified at Step 4: Conversion Tracking, while creating it.

  • If you have not set up Conversion Tracking for the campaign or the journey it's attached to, then the same will be indicated by the status Disabled, here.

• Conversion Deadline: Indicates the duration till which we will track the campaigns' Conversion Event after it's delivered. The same can be specified at Step 4: Conversion Tracking while creating the campaign.

  • If you have not set up Conversion Tracking for the campaign or the journey it's attached to, then the same will be indicated by the status Disabled, here.

• Control Group: Indicates whether or not a Control Group was set up to measure the campaign's effectiveness against organic user behavior at Step 4: Conversion Tracking, while creating it. The same is indicated by:

  • Enabled
  • Disabled

• Frequency Capping: Indicates whether the campaign was sent with Frequency Capping enabled at Step 2: When while creating it. The same is indicated by:

  • Follow
  • Ignore

• DND: Indicates whether or not the campaign was sent with DND Hours enabled at Step 2: When while creating it. The same is indicated by:

  • Follow
  • Ignore

• Queueing: Indicates the duration for which the campaign will be queued for delayed delivery if we cannot deliver it immediately to a user. You can specify it at Step 2: When while creating the campaign.

• WhatsApp campaigns can get queued due to the following reasons:

  • The daily, weekly, monthly frequency cap on the number of messages a user can receive has been extinguished.
  • DND Hours are currently applicable to a few users as per their time zone.
  • If the user's server network is currently down or unresponsive.

• If you choose to disable Queueing for the campaign while creating it, then the same will be indicated by the status - Disabled.

• Throttling: Indicates the message rate limit specified for the campaign at Step 2: When. It enables you to control the number of messages sent to users per minute. (Detailed Read) It's status is indicated by:

  • Follow
  • Ignore

• Send Winner: Indicates whether automated Variation testing was configured for the campaign while creating it, by setting up Send Winning Variation Automatically at Step 4: Conversion Tracking. The same is indicated by:

  • Enabled
  • Disabled
  • If Send Winner is enabled, then the following details will help you out with a quick recap of the rules of testing:
  • Size: Indicates the size of test audience with which all the Variations of the campaign will be tested with to determine a winning variant.
  • Time to Test: Indicates the duration for which we will test all the campaign Variations.
  • Win Criteria: Indicates the parameter (Impressions, Clicks, Conversions) based on which a winning Variation will be determined.

• Created By: Indicates the name of the user who created the campaign.

• Created On: Indicates the date-time on which the user started creating the campaign.

• Last Edited By: Indicates the name of the user who has made the most recent edit to the campaign.

• Last Edited On: Indicates the date-time on which the most recent edit was made to the campaign.

Now, let's show you how you can analyze a WhatsApp Campaign to gain valuable insights into its impact on user engagement, conversions, and revenue.

How to Analyze

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Must Read

Please refer to Campaign and Channel Performance Indicators for a complete list of all the user-channel interactions tracked for WhatsApp campaigns.

As shown above, using the navigation bar, you can toggle between the following sections to slice-and-dice data and analyze multiple aspects of the campaign:

• Overview
• Analyze
• List of Users

Select the Time Frame of Analysis

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Please Note: You Cannot Analyse 'List of Users' for a Specific Duration

List of Users includes campaign engagement details for all the users that have been a part of the campaign's target audience throughout its lifetime.

By default, all stats under Overview and Analyze are shown from the campaign's Start Date till present day (if the campaign is running) or till upto 45 Days from the campaign's End Date (if the campaign has ended).

As highlighted above, you can analyze the campaign's performance for a custom time frame using the date range filter.

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The following durations can be selected here:

• Today

• Yesterday

• Last 30 Days

• Last 60 Days

• Last 90 Days

• Custom Dates (as selected by you)

Now, let's dig into each section, starting with Overview.

Overview

Here you can analyze the campaign's performance from its Start Date till the present day (if the campaign is running) or till 45 days from the campaign's End Date (if the campaign has ended), against key performance indicators like Impressions Clicks, Conversions, Revenue for each Variation. You can alter this by selecting a time frame.

1. Performance Overview

This subsection presents a summary of the campaign against parameters like the total number of messages Sent, Failed, Delivered, Queued, Read and indicates its overall performance against key metrics like Unique Clicks, Unique Conversions, and Revenue.*

Let's go over each card:

Sent

Indicates the total number of messages that have been sent to the campaign's target audience within the selected time frame, including all the messages that failed or got queued for delayed delivery.

• Failures: Indicates unique users who failed to receive the message within the selected time frame. As shown below, you can hover over the field to analyze the reasons for failure.

For example, in the above visual, we learn that the maximum number of messages have failed due to the reason, Undelivered. This could happen due to any of the following reasons (if you're using Infobip as your WSP):

• The message has been received by the WSP, but the user's device is out of network coverage area.
• The message has been sent to the user's mobile operator, but it failed to deliver it to them.
• The message has been rejected by the user's mobile operator.

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Related Read: Why a WhatsApp Campaign can Fail

Complete list of all the reasons due to which a WhatsApp campaign can fail to get delivered.

Delivered

• Delivery Rate: Calculated against the total number of messages Sent, it indicates the percentage of messages Delivered within the selected time frame.

• The card also indicates the total number of messages Delivered within the selected time frame.

• Queued: Indicates unique users for whom the messages are currently queued for delayed delivery. As shown below, you can hover over the field to analyze the reasons for queueing.

  • You cannot analyze queued messages cannot for a particular time frame as it represents the current state of message delivery to the target audience.

• For example, in the visual above, we learn that 334 messages are currently queued for delayed delivery due to the reason, DND Queue. This indicates that DND Hours are presently applicable to the users, as per their timezone.
  • We will attempt message delivery as soon as the duration ends.
  • However, if the campaign's queueing duration ends before a delivery window opens up, the message will fail. (Detailed read on how delivery time is determined for queued campaigns)

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Related Read: Why a WhatsApp Campaign can get Queued

Complete list of all the reasons due to which a WhatsApp campaign can get queued for delayed delivery to a user.

Read

Indicates the number of users that have viewed or 'read' your WhatsApp message at least once within the selected time frame.

Unique Clicks

• Unique Click Rate: Calculated against the total number of messages Delivered, it indicates the share of users that clicked on a link included in the message within the selected time frame.

• The card also indicates the number of users who've clicked the message link at least once within the selected time frame.

Unique Conversions

• Unique Conversion Rate: Calculated against the total number of messages Delivered, it indicates the share of users that performed the campaign's Conversion Event at least once within the selected time frame.

• The card also indicates the number of users converted through the WhatsApp message within the selected time frame.

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Comparing Number of Impressions (Read) Clicks, Conversions & Revenue for a WhatsApp Campaign

For example, the campaign's Performance Overview above reveals:

• An Average Revenue per User (ARPU) of $246.

• An Impression-Click-through Rate of 3%.

• A massive Click-through-Conversion Rate of 100%!

  • The CTR clearly indicates that most users who clicked on the message had a high intent to book their hotel stay through the app.

So, why did the campaign record such a low conversion rate overall? We'll need to dig into the following aspects to find our answers:

• Is the checkout process too long or cumbersome? Can it be optimized to enable faster transactions?
• Does the platform offer multiple payment options to cater to varying user preferences?
• Does the platform offer competitive prices?

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Please Note

Conversions will not be tracked for your campaign/journey if you have not specified a Conversion Event at Step 4: Conversion Tracking, while creating it.

Detailed Read on how Conversion Tracking works.

• Compare Unique Conversions with Control Group: If you have enabled Control Group while creating the campaign, then as highlighted below, you will be able to draw a scientific comparison between the campaign's conversion rate and the organic conversion rate - helping you understand its true impact.

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Analyzing WhatsApp Campaign's Conversion Rate against Control Group

In the above visual, we've compared the Conversion rate of a one-time WhatsApp campaign against that of a Control Group.

Thus, it's always advisable to test your campaigns (and journeys) with a Control Group before sending it to the entire target audience to ensure that it helps amplify the desired user behavior (and revenue), not hinder it. Here's how you can automate Variation testing with a Control Group.

Now, let's walk you through the metrics shown here:

• Unique CG Conversions: Calculated against the total number of users included in the Control Group (CG), it indicates the share of users that performed the campaign's Conversion Event at least once within the selected time frame, even though they didn't receive the campaign.

• Conversion Uplift: Indicates the percentage increase or decrease in the Unique Conversion rate achieved by the campaign, calculated against the Unique Conversion rate of the Control Group.

  • It's shown beside the campaign's Unique Conversion rate, in Green for positive uplift, in Red for negative uplift, and in Grey for no uplift.

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Fact Check

Conversion Uplift equals [(Unique Conversion Rate of Campaign/ Unique Conversion Rate of Control Group) x 100] - 100

Revenue

Indicates the amount of Revenue tracked for the Total Conversions that have occurred within the selected time frame.

• Revenue numbers are always shown in the currency selected by you while setting up Revenue Mapping

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Please Note

Revenue will not be tracked for your campaign if:

• You have not set up Revenue Mapping for your account

• You have not specified a Conversion Event while creating the campaign (or its journey)

• You have not mapped the specified Conversion Event as a Revenue Event in your account

Detailed Read on how Revenue Tracking works and how Revenue is attributed to a campaign.

2. Variation Comparison

The most insightful section of Campaign Overview, Variation Comparison helps you analyze the impact of each message Variation against the following metrics for the chosen time frame:

• Sent
• Failures
• Queued
• Delivered
• Read
• Unique Clicks
• Unique Conversions
• Revenue

However, depending on the settings specified while creating the campaign, the stats shown here may vary. Let's walk you through each:

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Skip to: How to customize and analyze this section as per your strategic needs.

2.1. When Variation Distribution is Set Manually

If you have manually specified the audience size for all the Variations at Step 4: Conversion Tracking, then using this section, you will be able to identify a winning Variation by analyzing the performance of each. The following aspects of the test will be highlighted here:

• Percentage of the audience targeted by each Variation (calculated against the total target audience)
• The performance of each Variation against all the performance indicators tracked for WhatsApp campaigns

Key takeaways:

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Skip to: How to customize and analyze this section as per your strategic needs.

2.2. When Send Winning Variation is Enabled

If you have enabled Send Winning Variation Automatically at Step 4: Conversion Tracking while creating the campaign, then you will be able to analyze the test results through this section. As shown below, the following aspects of the test will be highlighted here:

• The winning Variation (which was automatically sent as the only campaign to the entire target audience)
• The performance of each Variation that was tested with the test audience

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Skip to: How to customize and analyze this section as per your strategic needs.

2.3. When Control Group is Enabled

You can compare each Variation's conversion rate with the Control Group's organic conversion rate to determine it's true impact on driving conversions. This can be done by enabling Control Group at Step 4: Conversion Tracking while creating the campaign or the journey (the campaign is attached to).

As shown below, the extent to which a Variation influences users to perform the Conversion Event can be measured through its Conversion Uplift, indicated alongside Total Conversions and Unique Conversions, in Green, for positive uplift, in Red, for negative uplift and in Grey for no uplift.

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Related Reads

1. Why you should (almost) always use a Control Group to measure the effectiveness of your campaign and how it works.

2. How you can test Variations with a smaller test audience and automatically send the winner to the entire target audience of the campaign!

Now, let's show you how you can slice-and-dice this section to gain relevant insights:

Step 1: Select Performance Indicators

As shown above, using the filter icon placed on the top right, you can select/deselect metrics to customize the table as per your analytical needs.

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The following metrics can be selected here:

Overall

• Sent: Helps you analyze the total number of messages that were sent to the target audience within the selected time frame, including all the messages that may have failed or may still be queued.

• Delivered: Helps you analyze the total number of messages that were successfully delivered to the target audience within the selected time frame.

• Read: Helps you analyze the number of users that have viewed the message at least once within the selected time frame.

Totals (Total Clicks, Total Conversions, Total Click-through Conversions, Total Read-through Conversions)

Uniques: (Unique Clicks, Unique Conversions, Unique Click-through Conversions, Unique Read-through Conversions)

Failures: Helps you analyze all the reasons due to which the WhatsApp campaign failed to get delivered to some users. Here's the complete list.

Queued Helps you analyze all the reasons due to which an WhatsApp campaign could get queued for delayed delivery. Here's the complete list.

Revenue (Total Revenue, Click-through Revenue, Read-through Revenue)

(Detailed read each performance indicators)

Step 3: Preview Variation's Message

As shown above, using the View icon placed next to each Variation's header, you can preview the message. This is a great way to compare the impact varying messages on the click and conversion rates.

For example, in the visual above,

Step 4: Select a Data Format

While the default view shows you percentage values (%) for all the campaign performance indicators, using the overflow menu highlighted above, you can choose to analyze these stats as numbers (by selecting #).

• Percentage value of messages that have been Delivered, are Queued or have Failed (Failures) is calculated against the total number of messages Sent.

• Percentage value of all the performance indicators like Read, Clicks, Conversions is calculated against the total number of messages Delivered.

3. Engagement Trends

This section helps you analyze day-wise user engagement trends for each Variation against the following performance indicators, as per the chosen time frame:

• Sent
• Total Failures
• Total Queued
• Read
• Unique Clicks
• Unique Conversions

Let's get you acquainted with the workings of this section by analyzing a short use-case:

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Skip to: How you can customize the stats shown here as per your analytical needs.

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Use-case: Analyzing Engagement Trends of a Subscription Renewal Reminder

On analyzing it's engagement trends we learned that:

We hope this has equipped you with a robust understanding of how you can leverage Engagement Trends to gain valuable insights into user behavior and the campaign's overall performance.

Now, let's show you how you can customize this section as per your analytical needs:

Step 1: Select a Variation

By default, engagement trends are shown only for Variation A (the first version of the campaign). Using the dropdown placed on the top left, you can choose to analyze trends for each Variation against the key performance indicators shown on the right.

• If you have enabled Control Group for the campaign, then you can choose to analyze its Unique Conversion trends by selecting 'Control Group' from the dropdown highlighted above.

Step 2: Select a Format of Visualization

While the default format of visualization is a Line Graph, as shown above, using the overflow menu placed on the top right, you can change this to a Bar Graph or a Table, as per your analytical needs.

Analyze

While Overview presents a comprehensive view of the campaign's performance, this section helps you slice-and-dice data in multiple ways to gain maximum insights into user-campaign interactions.

First Impression

The default view of this section shows you a Day-wise trend for all the messages that have been Sent from the campaign's Start Date till the present date or its End Date (whichever occurs first).

Using the query bar highlighted above, you can choose to analyze the campaign's performance against a specific performance indicator, split by 2 parameters for a custom time frame.

Let's Analyze a Use-case to Show You How it Works

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Skip to: How you can slice-and-dice stats to gain valuable insights into user-campaign interactions.

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Use-case: Analyzing a Journey whatsapp Campaign Aimed at

As shown above, here's how they went about their analysis:

Step 1:

Step 2:

Step 3:

Step 4:

Step 5:

It reveals that:

We hope this has equipped you with a broad understanding of how you can gain in-depth insights into your campaign, it's users and their preferences through Analyze. Now, let's walk you through all the steps of analysis:

Step 1: Select a Variation/Control Group

If you have created multiple Variations for a WhatsApp campaign, or have enabled Control Group for it, then using the dropdown highlighted above, you can choose to selectively analyze the performance of each.

However, if your campaign consists of just one Variation, then this dropdown gets hidden.

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Any one of the following options can be selected here:

• Overall: Helps you analyze the combined performance of all the Variations against each metric for the selected time frame.

  • For example, if you choose to analyze Revenue, Overall, then we will sum up the Revenue tracked for each Variation to help you analyze their collective impact.

• Variation A/B/C/D/E: Helps you analyze the performance of a Variation, against a selected performance indicator, as per the chosen time frame.

• Control Group: If you have enabled Control Group at Step 4: Conversion Tracking while creating the campaign or its journey, then selecting this option will help you its Unique Conversions/ Total Conversions.

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Related Read

Please refer to Campaign Variations and Testing for a quick read on how you can test multiple Variations of a campaign with a smaller audience and automatically send the winner to the entire target audience!

Step 2: Select a Performance Indicator

You can choose to analyze the overall performance of the campaign or each Variation against a performance indicator or campaign event (like Clicks, Conversions, Revenue) by selecting an option under the field - Show. As highlighted above, the total value of the selected performance indicator is also indicated under the query bar.

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Any one of the following campaign events can be selected here:

Overall

• Sent: Helps you analyze the total number of messages that were sent to the target audience within the selected time frame, including all the messages that may have failed or may still be queued.

• Read Helps you analyze the number of messages that have been viewed at least once by a user, within the selected time frame.

Totals (Total Clicks, Total Conversions, Total Click-through Conversions, Total Read-through Conversions)

Uniques: (Unique Read, Clicks, Unique Conversions, Unique Click-through Conversions, Unique Read-through Conversions)

Failures: Helps you analyze all the reasons due to which a WhatsApp campaign could fail to get delivered. Here's the complete list.

Queued: Helps you analyze all the reasons due to which a WhatsApp campaign could get queued for delayed delivered. Here's the complete list.

Revenue (Total Revenue, Click-through Revenue, Read-through Revenue)

(Detailed read on what each performance indicator denotes)

Step 3: Select the Dimension(s) for Analysis (Over & Split By)

As demonstrated for the use-case discussed above, by selecting an option under the fields - Over and Split By, you can choose to analyze the selected performance indicator (campaign event) against two dimensions (system attributes). This is a great way to dig into multiple aspects of the campaign like:

• The top Locations and Devices used to perform the selected campaign event

• The trend of occurrence of selected campaign event against Hours of the Day, Days or the Week or Months of the Year and so on.

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The following options can be selected under both the fields:

• Time (Days, Weeks, Months)

• Time Block (Hours of Day, Days of Week, Months of Year)

• User Type (What it means)

• Location (Country, City)

• Technology (Device Type, OS Name, Browser Name)

List of Users

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Must Read

Please ensure that you have a good understanding of the various types of Users and related concepts before proceeding. Doing so will help you understand the workings of this section, better.

This section has been specially designed to help you track down campaign engagement details for each user that targeted by the campaign, over its entire lifetime. Thus, analyzing List of Users comes in handy when digging into user-campaign engagement details for Triggered, Recurring, Transactional, Journey or Relay WhatsApp campaigns (as they are on-going cycles of communication).

First Impression

By default, List of Users shown you a Summary of user-campaign interactions for All Users who have been included in the campaign's target audience, from its Start Date till the present date or its End Date (whichever occurs first).

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Please Note

All the stats and engagement details are gleaned over the entire lifetime of the campaign. For the same reason, you cannot analyze List of Users for a particular time frame.

Now, let's get you acquainted with its features:

Customize List

Here's how you can customize the List of Users as per your analytical needs:

Step 1: Select User Type

As discussed under Users, at WebEngage, users can be two types, Known (identified users) or Unknown (anonymous users).

As shown above, using the first dropdown placed on the top left, you can select a user type to analyze campaign engagement as per your needs.

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The following options can be selected here:

• All Users

• Known Users

• Unknown Users

Step 2: Select a Parameter

As shown above, using the second dropdown placed on the top left, you can customize the List of Users by selecting a parameter.

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The following options can be selected here:

1. Summary: Shows you an overall summary of all the users included within the target audience, against the following columns:

• Latest Message Status: Indicates the status of the message sent to the user with a date-time stamp as any one of the following:

  • Sent on (date-time)
  • Failed on (date-time)
  • Queued on (date-time)
  • Delivered on (date-time)
  • Read on (date-time)
  • Clicked on (date-time)
  • Converted on (date-time)
  • Added to Control Group on (date-time): Shown for all users who were not sent the campaign as they were added to the Control Group, as specified by you while creating the campaign.

• Sent Date: Indicates the date-time on which the message was sent to the user.

• Delivery Date: Indicates the date-time on which the message was delivered to the user.

• Total Clicks: Indicates the total number of times the user has clicked on a link included in the message, from the date of delivery, till present.

• Latest Click Date: Indicates the date-time on which the latest click occurred.

2. Read: Indicates IDs of all the users that have viewed the message at least once. You can click on an ID to access their user profile.

3. Clicks: Helps you analyze all the users have clicked on the campaign over its entire lifetime, against the following columns:

• Total Clicks

• Latest Click Date

*4. Failures:** Helps you analyze all the users for whom the campaign failed, against the following columns:

• Failure Date: Indicates the date-time on which the message failed to get delivered to the user.

• Failure Type: Indicates the reason due to which the WhatsApp failed to get delivered. (complete list and what each reason indicates)

5. Queued: Helps you analyze all the users for whom the campaign got queued for delayed delivery over its entire lifetime, against the column:

• Queueing Reason: Here's the complete list and what each reason indicates.

(Detailed read on each performance indicator)

Download List

As shown above, using the Download icon placed on the top right of the table, you can choose to download a user-wise engagement report for all the users targeted by the campaign, over its entire lifetime. Here's how you can go about it:

Step 1: Click the Download icon.

• In doing so, you will be prompted with a pop-up to re-confirm your decision.

Step 2: Click the Download button on the pop-up window to proceed.

• An email containing a link to the downloadable file will be sent to your registered email address shortly.

Search for a User

As shown above, using the search box placed on the top right, you can dig into the engagement status of a particular user by searching for their User ID.

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Why is the User ID shown multiple times?

As visible in the above visual, on searching for a user, multiple rows get populated with the same User ID. Each row contains a different message status with a varying date-time of Delivery, Read, and Clicks.

This is because the same user was sent the recurring WhatsApp campaign in multiple runs, and in each run, they interacted differently with the message. Thus, if a triggered, recurring, transactional, journey, or relay campaign is sent to a user multiple times, then you will be able to analyze their interaction with each one.

Access User Profiles

As shown above, you can access the profile of a targeted user targeted by clicking their (hyperlinked) User ID. Here you can analyze the user's channel preferences, personal details device preferences, latest interactions with your campaigns, app, website, the technical aspects of each interaction, and much more!

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Must Read

Please refer to Analyzing User Profiles for a robust understanding of how you can dig into the preferences and behavior of individual users.

We hope this has equipped you with a robust understanding of how you can mine valuable insights into your WhatsApp. Please feel free to drop in a few lines at [email protected] if you have any queries. We're always just an email away!