Conversation Metrics

The conversations section is the first thing you will see when opening the Analytics dashboard. It helps you understand how many WhatsApp conversations your agency receives, how they are distributed between the bot and agents, and how volume changes over time.

Summary cards

At the top, you will find four cards with the key metrics for the selected period:

Total conversations

Shows the total number of WhatsApp conversations initiated during the date range. Each time a new or existing contact sends a message and a conversation is created, it is counted here.

Bot-handled

Indicates how many conversations were answered solely by the AI assistant, without human intervention. Includes a percentage showing the proportion of the total.

A high percentage here means your bot is well configured and can resolve frequent queries automatically, such as questions about properties, prices, and availability.

Human-handled

Shows conversations where a human agent sent at least one message. The percentage indicates the proportion relative to the total.

If this number is very high, consider reviewing your bot configuration to automate more responses. If it is low, your bot is doing an excellent job.

Escalated

Records conversations where the bot transferred attention to a human agent. This happens when the bot detects it cannot resolve the query or when the customer requests to speak with a person.

Daily conversations chart

Below the cards, you will find a bar chart showing the number of conversations per day. This chart is useful for:

• Identifying activity spikes -- discover which days receive the most inquiries.
• Spotting trends -- see whether your conversation volume is growing, steady, or declining.
• Planning shifts -- knowing which days are busiest, you can assign more agents during those times.

Hover over any bar to see a tooltip with the exact date and conversation count for that day.

How metrics are calculated

Metrics are calculated as follows:

Tips for improving your metrics

If the bot percentage is low

• Check that the bot is enabled on the conversation.
• Update your property descriptions so the bot has more information to work with.
• Add more properties and projects to your inventory; the more complete it is, the better responses the bot will provide.

If there are many escalations

• This may be normal if your agency sells high-value properties where clients prefer human attention.
• Review escalation reasons to identify frequent queries that the bot could learn to handle.

If volume is irregular

• Consider scheduling social media posts to maintain a steady flow of inquiries.
• Check whether active campaigns are generating temporary spikes.

Date range and filters

Remember that you can change the analysis period using the selector in the top-right corner of the analytics dashboard:

• Last 7 days -- for evaluating the current week.
• Last 30 days -- the default view, ideal for monthly reports.
• Last 90 days -- for quarterly trend analysis.

When you change the range, all four cards and the daily bar chart update automatically.

Relationship with other sections

• Conversations feed into Message Volume metrics, where you can see individual messages within each conversation.
• Agent-handled conversations are reflected in Agent Performance.
• Contacts from each conversation are tracked in the Lead Funnel.
• Properties mentioned in conversations are measured in Property Performance.