Performance report
Beta
Everything you need to know about your messaging performance, customers, and team.
1
Headline
The numbers everyone on your team should know this period.
Drill down
Conversations
1,847
12.4% vs prev
Unique customer chats you handled this period.
Customer satisfaction
4.7 / 5
0.2 948 ratings
Average score from post-chat surveys.
First response time
2m 18s
22s faster
How long customers wait before an agent first replies.
Resolution rate
94.2%
1.8% of conversations
Chats marked resolved within 24 hours.
What's working
• Sales department: response time dropped 34s vs last month.
• Eid Mubarak campaign: 39.5% reply rate (your best ever).
• Welcome bot flow: handled 86% of greetings without escalation.
• Instagram volume +28%, channel becoming a real driver.
Needs attention
• 52 chats waited >24h for a reply, mostly weekends.
• shipping_update_urdu template stuck in Pending for 6 days.
• 8 tickets breached SLA this week, mostly Refunds.
• Hira Jamil avg response 3m 12s, 50% slower than team avg.
2
Conversation volume
When and where customers reach you.
Daily messages
Sent vs received
Sent · 18,420 Received · 12,840
Channel split
Where conversations come from
Total
31.2K
WhatsApp14,040 · 45%
Instagram7,800 · 25%
Facebook5,616 · 18%
Other3,744 · 12%
Activity heatmap
Hour of day × day of week. Darker = more messages.
Less More
Insight: Mon to Fri 11am to 2pm and 7 to 9pm are your peak hours. Friday 8pm is your busiest single hour. Consider scheduling more agents during these windows.
3
Response & resolution
How fast you reply and how often you fix issues on the first try.
First response time
2m 18s
SLA target: 5 min. 86% within SLA.
Avg resolution time
14m 42s
Time from first customer message to resolution.
First-contact resolution
71.4%
Resolved without a follow-up. Higher = lower customer effort.
Response time distribution
Most replies happen in under 2 minutes, but check the long tail.
<30s30s-1m1-2m2-5m5-10m10-30m30m-2h2-24h>24h
4
Customer satisfaction
What customers think of the experience.
CSAT score
4.7
/ 5.0
948 customers rated · 94% satisfied
Net Promoter Score
+62
Promoters - detractors
68% promoters · 6% detractors · 26% passives
Top conversation themes
AI-extracted
Order tracking442 chats · 24%
Pricing & quotes328 chats · 18%
Product questions284 chats · 15%
Returns & refunds198 chats · 11%
Complaints68 chats · 4%
Tip: "Order tracking" is your #1 reason customers reach out, automate it with a flow to free up agents.
5
Customers
Who is messaging you, are they coming back, and how much do they spend.
New customers
421
24%
First-time messagers in this period.
Returning
1,128
8%
Customers who messaged you before.
Active customers
3,420
Messaged in last 30 days.
Inactive (90d)
1,820
Lapsed
Good campaign target, re-engage them.
Customer retention
% of customers from each month who came back to message you.
Open in CSV
CustomersMonth 1Month 2Month 3Month 4Month 5Month 6
Nov 2025512 100% 68% 52% 42% 38% 34%
Dec 2025684 100% 72% 58% 48% 42% -
Jan 2026748 100% 76% 62% 52% --
Feb 2026812 100% 78% 64% ---
Mar 2026894 100% 82% ----
Apr 2026421 100% -----
How to read this: The Jan 2026 cohort had 748 first-time customers. After 1 month, 76% messaged again. After 3 months, 52% are still active.
Top customers by activity
CustomerChatsLast seen
SA
Sara Ahmed
422m ago
BK
Bilal Khan
3814m ago
AM
Aisha Malik
321h ago
FA
Faisal Ali
283h ago
ZM
Zainab Malik
245h ago
New vs returning
Volume of conversations from each group, by week.
Returning New
6
Team performance
Who's carrying the load and who needs support.
AgentDepartmentChatsRepliesAvg responseCSATOnline timeWorkload
SA
Sara Ahmed
 Support 142684 1m 42s 4.9 38h
BK
Bilal Khan
 Sales 128541 2m 04s 4.8 42h
AR
Amna Riaz
 Support 98420 2m 14s 4.7 36h
HJ
Hira Jamil
 Support 62198 3m 12s 4.2 28h
UR
Usman Rashid
 Sales 42156 2m 50s 4.6 22h
7
Campaigns & templates
What you sent and how it performed.
Campaign funnel: Eid Mubarak Promo
From sent to replied. Each step shows the count and conversion from previous.
Sent
1,240
100%
Delivered
1,238
99.8% 0.2%
Read
894
72.2% 27.8%
Clicked
596
48.1% 24.1%
Replied
512
41.4% 6.7%
Purchased
218
17.6% $ 18.2K revenue
Read this: The biggest drop is read to clicked. Test a clearer call-to-action button to recover those 298 customers.
Top performing templates
All
TemplateSentReadRepliedReply rateCost / msg
welcome_promo_eid5,4203,8942,14039.5%$ 0.044
cart_abandoned3,1202,01262420.0%$ 0.044
order_confirmation_v28,4206,8201,28415.2%$ 0.012
delivery_today4,8203,2104128.6%$ 0.012
8
Automation
How much your bots and flows are taking off your team's plate.
Flows triggered
1,284
Across 3 active flows.
Auto-handled
86%
Resolved without escalation.
Hours saved
142h
Estimated agent time saved.
Cost saved
$ 2,840
At $20/hr fully-loaded cost.
9
Costs & ROI
What this is costing you and what it's returning.
WhatsApp spend
$ 398.10
$42 vs prev
Conversation-based pricing.
Cost per conversation
$ 0.215
8% cheaper
Total spend ÷ conversations.
Revenue attributed
$ 18,240
$4.2K
From campaign-driven purchases.
ROI
45.8x
Revenue ÷ spend
Every $1 spent returned $45.80.
Spend by category
USD · this period
Marketing$ 248.20
Utility$ 89.40
Authentication$ 38.10
Auth International$ 22.40
Service (free)$ 0.00
Marketing Lite$ 0.00
Forecast: At current pace, this month's total will land around $ 542: within your $750 budget.
10
Account health
Things that affect your ability to send messages.
Number quality (Meta)
High ●●●
Higher quality = more daily message capacity.
Messaging limit
100K / 24h
Set by Meta based on quality.
Templates approved
38 / 42
3 pending · 1 rejected.
Errors (24h)
2
Below 10 = healthy.
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