Read Your Campaign and Conversation Analytics
What it is
BotBat's analytics dashboard provides a centralized view of your messaging performance across all channels. It aggregates data from campaigns, conversations, and agent activity into a single interface where you can track delivery rates, engagement metrics, response times, and resolution outcomes. The dashboard is designed to help you answer critical questions: How many messages actually reached recipients? How quickly did your team respond? Which campaigns drove the most engagement?
Analytics data flows in near real-time from your campaign sends, inbox conversations, and chatbot interactions. The system processes delivery receipts from channel providers (WhatsApp, SMS gateways, email services), matches them to individual recipients, and rolls up the results into summary metrics and detailed breakdowns. This means you can monitor a live campaign as it sends, rather than waiting hours for a batch report.
Beyond raw numbers, the analytics dashboard supports comparative analysis across time periods, channels, and team members. You can identify trends in conversation volume, spot bottlenecks in agent response times, and measure the impact of changes to your messaging strategy. For stakeholders who need formatted reports, the export feature generates CSV and PDF files that can be shared directly or imported into business intelligence tools.
When to use
- Post-campaign review: After sending a campaign, you need to evaluate its performance. Check how many messages were delivered, how many recipients opened or read the message, and how many clicked on links or buttons. This data tells you whether the campaign reached its audience and whether the content resonated enough to drive action.
- Team performance monitoring: If you manage a support or sales team that handles conversations through the BotBat inbox, analytics let you review response times, conversation volumes, and resolution rates for each agent. Use this data during team meetings, performance reviews, or to identify agents who may need additional training or support.
- Stakeholder and executive reporting: When you need to present messaging performance to leadership, clients, or cross-functional teams, the export feature lets you generate formatted reports with the exact metrics and date ranges required. Schedule recurring exports to automate weekly or monthly reporting workflows.
Steps
1. Open the Analytics dashboard
Navigate to the sidebar and click Analytics. The dashboard loads with an overview of key metrics for the default date range (typically the last 7 days). The overview page displays summary cards at the top showing total messages sent, delivery rate, engagement rate, and active conversations. Below the summary cards, you will find tabs for drilling into specific metric categories.
The overview is designed to give you a quick health check at a glance. If any metric shows a significant change from the previous period, the card highlights the percentage difference with an upward or downward indicator. This makes it easy to spot anomalies or trends without digging into detailed reports.
2. Set the date range
Click the date picker in the top-right corner of the dashboard to select the time period you want to analyze. The picker offers preset ranges for common selections and a custom range option for precise control.
| Preset | Time Period | Best For |
|---|---|---|
| Today | Current day, midnight to now | Monitoring a live campaign send |
| Last 7 Days | Previous 7 calendar days | Weekly performance review |
| Last 30 Days | Previous 30 calendar days | Monthly reporting and trend analysis |
| Custom Range | Any start and end date you define | Specific campaign windows or quarterly reviews |
All metrics, charts, and tables on the dashboard update immediately when you change the date range. If you are comparing performance across two periods, make sure both ranges cover the same number of days to avoid misleading comparisons. For normalized comparisons, look at daily averages rather than raw totals.
3. Review campaign delivery metrics
Switch to the Campaigns tab to see a table of all campaigns sent during the selected date range. Each row represents a single campaign and displays its key delivery and engagement metrics.
| Metric | Definition | What it tells you |
|---|---|---|
| Sent | Total messages dispatched from BotBat to the channel provider | How many messages left the platform |
| Delivered | Messages confirmed as received by the recipient's device or inbox | Actual reach; accounts for invalid numbers, network failures, and blocks |
| Read / Opened | Messages opened or read by the recipient | Engagement level; available for WhatsApp (read receipts) and email (open tracking) |
| Clicked | Recipients who tapped a link or button within the message | Action-driven engagement; strongest signal of content relevance |
| Failed | Messages that could not be delivered, with error category breakdown | Delivery issues; helps identify bad contact data, rate limits, or provider errors |
Pay close attention to the gap between "Sent" and "Delivered." A large discrepancy indicates problems with your contact data quality, channel provider issues, or recipient-side blocks. Click on the "Failed" count for any campaign to see a breakdown of error codes and categories, which helps you diagnose the root cause.
4. Examine conversation metrics
Switch to the Conversations tab to review metrics about inbound and outbound conversations handled through the BotBat inbox. This tab provides insight into how your team and chatbots are handling real-time interactions with customers.
| Metric | Definition | Why it matters |
|---|---|---|
| Total conversations | Number of distinct conversations started or active in the period | Overall volume indicator; helps with staffing and capacity planning |
| Average response time | Mean time between a customer message and the first agent or bot reply | Speed of service; directly impacts customer satisfaction |
| Resolution rate | Percentage of conversations marked as resolved vs. escalated or abandoned | Effectiveness of your support process |
| Channel breakdown | Conversation volume segmented by channel (WhatsApp, SMS, email, web chat) | Identifies which channels drive the most interaction |
The conversation metrics tab also includes trend charts that plot these metrics over time. Look for patterns such as spikes in volume on certain days of the week, gradual increases in response time that may indicate understaffing, or declining resolution rates that could signal process issues. Use these trends to make data-driven decisions about team scheduling, chatbot optimization, and channel strategy.
5. Evaluate agent performance
Switch to the Agents tab to view individual and team-level performance data. This tab breaks down conversation handling metrics by agent, giving you visibility into workload distribution and service quality across your team.
| Metric | Definition | Management use |
|---|---|---|
| Conversations handled | Number of conversations each agent managed in the period | Workload distribution; identifies overloaded or underutilized agents |
| Average response time | Per-agent mean time to first reply | Individual speed benchmarks; useful for coaching and training |
| Customer satisfaction (CSAT) | Average satisfaction score from post-conversation feedback surveys | Service quality indicator; requires feedback collection to be enabled |
If CSAT collection is not enabled, the satisfaction column will display "N/A." You can enable post-conversation feedback surveys in the Inbox settings. When comparing agent metrics, account for differences in conversation complexity; an agent handling technical support tickets will naturally have longer response times than one handling simple FAQ inquiries.
6. Drill into a specific campaign
Click on any campaign name in the Campaigns tab to open its detail view. The detail page provides a granular breakdown of that campaign's performance, including a timeline of delivery events, recipient-level status tracking, and engagement segmentation.
The timeline chart shows when messages were sent, delivered, read, and clicked over time. This is particularly useful for understanding how recipients engage with your message in the hours and days after delivery. The recipient table at the bottom lets you search for individual contacts and see their specific delivery and engagement status. If you used audience segments, the detail view also breaks down performance by segment, helping you identify which audience groups responded best.
7. Export reports
Click the Export button in the top-right corner of any analytics tab to download the displayed data. The export modal lets you choose the output format, select which metrics to include, and confirm the date range.
| Format | Best for | Details |
|---|---|---|
| CSV | Data analysis and BI tools | Raw data in comma-separated format; importable into Excel, Google Sheets, or any BI platform |
| Stakeholder presentations | Formatted report with charts and summary tables; ready to share via email or print |
For recurring reporting needs, configure a scheduled export in Analytics > Scheduled Reports. Scheduled exports run automatically at your chosen frequency (daily, weekly, or monthly) and deliver the report to specified email addresses. This eliminates the manual step of logging in, selecting the date range, and clicking export each reporting cycle.
Common pitfalls
| Pitfall | Why it happens | How to avoid it |
|---|---|---|
| Confusing "sent" with "delivered" | "Sent" means the message left BotBat, not that it reached the recipient. Network failures, invalid numbers, and provider blocks can prevent delivery. | Always use the "Delivered" metric as your measure of actual reach. Treat "Sent" as the starting point and "Delivered" as the outcome. |
| Misinterpreting low read rates | SMS does not support read receipts at all, and some WhatsApp users disable read receipts in their privacy settings. Low read numbers on these channels do not necessarily indicate poor engagement. | Use click rates as a more reliable engagement signal. For SMS campaigns, delivery rate combined with click rate gives the best picture of performance. |
| Comparing unequal date ranges | Comparing a 7-day total to a 30-day total without adjustment makes the longer period appear dramatically better, even if daily performance was identical. | Always compare equal-length periods, or use daily averages (total divided by number of days) when the ranges differ. The dashboard highlights period-over-period changes automatically when equal ranges are selected. |
| Ignoring failed message details | Dismissing the "Failed" count without investigating the error breakdown means you miss actionable issues like expired phone numbers, rate limit violations, or template rejections. | Click into the failed count for every campaign with a failure rate above 2%. Review the error categories and take corrective action, such as cleaning your contact list or adjusting send rates. |
Set up a recurring weekly export to receive campaign and conversation summaries directly in your inbox every Monday morning. Navigate to Analytics > Scheduled Reports, choose your preferred metrics and format, set the frequency to weekly, and enter the recipient email addresses. This ensures your team and stakeholders always have fresh performance data without anyone needing to manually pull reports.
- Analytics Overview
- Date Range Picker
- Campaign Metrics
- Conversation Metrics
- Agent Performance
- Campaign Detail
- Export Reports
- Scheduled Reports