This article shows you how to use the Conversations dashboard to review WeChat conversation activity, responsiveness, handling, attribution and outcomes.
1 Conversations
The Conversations dashboard provides analytics for one-to-one conversations associated with the selected WeChat Official Account.
A conversation begins when a follower sends the first inbound message.
All conversations reported in this dashboard are inbound-initiated.
Measure > Communication > Conversations
2 Filtering the dashboard
Use the filters at the top of the dashboard to select the conversation data you want to review.
Date range
Select the period you want to analyse.
Campaign
Filters conversation data by available campaign attribution.
Agent
Filters the dashboard to conversation activity associated with a selected Sinorbis ENGAGE user.
Select All to include all users.
Handler
Filters conversations according to how they were handled:
- All – includes all recorded conversations.
- Auto response – conversations handled through an automated response.
- AI-handled – conversations handled by AI.
- Agent-handled – conversations handled by a Sinorbis ENGAGE user.
The Handler filter describes how the conversation was handled. It does not indicate who initiated the conversation.
Comparing performance
Turn on Compare to compare the selected date range with:
- Previous period
- Previous year
Comparison values are displayed alongside applicable metrics and charts.
3 Reading the conversation overview
Total conversations
Shows the total number of inbound-initiated conversations recorded during the selected period.
A conversation begins when a follower sends the first inbound message.
Contacts engaged
Shows the number of unique contacts with at least one two-way exchange during the selected period.
A two-way exchange requires:
- At least one inbound message.
- At least one response.
Broadcast sends are not included in this metric.
Response rate
Shows the percentage of conversations that received a response within 24 hours.
A response can be provided through an automated response, AI or a Sinorbis ENGAGE user.
Avg first response
Shows the average amount of time between the first inbound message and the first response.
The first response can be an automated response, AI response or response from a Sinorbis ENGAGE user.
4 Conversation volume over time
The Conversation volume over time chart shows conversation activity throughout the selected period.
The chart displays:
- All – all recorded conversations.
- Auto response – conversations handled through an automated response.
- AI-handled – conversations handled by AI.
- Agent-handled – conversations handled by a Sinorbis ENGAGE user.
The totals above the chart show the conversation volume for each handling category.
5 Response performance
The dashboard provides additional information about how quickly conversations receive a response.
Avg. first response time
Shows the average amount of time between the first inbound message and the first response.
Median first response time
Shows the middle first-response time when all recorded first-response times are ordered from shortest to longest.
Response rate
Shows the percentage of conversations that received a response within 24 hours.
6 Conversation breakdown
By Handler
The By Handler section shows how conversation volume is distributed according to how conversations were handled.
Handling categories can include:
- Auto response
- AI-handled
- Agent-handled
The table displays:
- Volume – the number of conversations associated with the handling category.
- % Volume – the percentage of total conversation volume represented by the handling category.
By Attribution
The By Attribution section shows whether conversations were associated with tracked campaign activity.
Attribution types can include:
- Organic – inbound-initiated conversations where no campaign attribution is attached.
- Campaign – inbound-initiated conversations associated with tracked campaign attribution.
All conversations remain inbound-initiated. Organic describes the absence of campaign attribution; it does not describe who initiated the conversation.
The table displays:
- Volume – the number of conversations associated with the attribution type.
% Volume – the percentage of total conversation volume represented by the attribution type.
7 Conversation outcomes
The Conversation outcomes section shows the recorded outcomes associated with conversations.
The current dashboard can display:
- Form submissions – conversations associated with a recorded form submission where this outcome is available.
- No action – conversations where no tracked outcome was recorded.
For each outcome, the table displays:
- Count – the number of conversations associated with the outcome.
- Rate – the percentage of conversations associated with the outcome.
The chart alongside the table shows the share of recorded conversation outcomes.
The outcomes displayed depend on the activity available for the selected account.
8 Campaign-driven conversations
The Campaign-driven conversations section shows inbound-initiated conversations associated with tracked campaigns where campaign attribution is available.
The table displays:
- Campaign – the tracked campaign associated with the conversation.
- Conversations initiated – the number of conversations associated with the campaign.
- Response rate – the percentage of attributed conversations that received a response.
- Conversation rate – the recorded conversation rate associated with the campaign.
If no campaign-attributed conversation data is available, No data available is displayed.
9 Conversations by time of day
The Conversations by time of day chart shows when inbound conversations began throughout the day.
The analysis uses the timestamp of the first inbound message.
Hover over a bar to view the conversation volume for that time window.
The section also displays:
- Peak hour (most conversations) – the time window with the highest conversation volume.
- Best response window – the time window associated with the strongest response performance.
- Slowest response window – the time window associated with the slowest response performance.
Select the information icon beside the section heading to view the timezone used for the chart.
The values in this section follow the filters applied to the dashboard. If a specific Sinorbis ENGAGE user is selected using the Agent filter, the time-of-day analysis reflects conversations associated with that user.
10 Agent / team performance
The Agent / team performance section compares conversation performance across Sinorbis ENGAGE users.
The table displays:
- Agent / team – the Sinorbis ENGAGE user associated with the conversations.
- Conversations – the number of conversations handled by the user.
- Avg first response – the average amount of time between the first inbound message and the first response for conversations handled by the user.
- Response rate – the percentage of conversations associated with the user that received a response within 24 hours.
Where supported in your Help Centre, link Avg first response and Response rate back to their definitions in the conversation overview above.
11 Exporting dashboard data
Select Export in the top-right corner.
The available export options are displayed in the Export menu.
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