❓ Frequently Asked Question or Initial Context
When managing bulk or proactive shipments, it is very common to ask yourself the following questions:
How do I know if a customer really responded to a campaign I sent from Atom?
Where do I see if that Outbound conversation was successfully assigned to an advisor or if it ended in a sale?
Atom has several specialized dashboards to audit this type of interactions. Depending on the level of detail you need, you will be able to view how many shipments were delivered, read, responded to, assigned, or successfully completed.
🤓 Explanation
When your company sends an Outbound campaign (whether through flow, template, webhook, etc.), the system generates an outgoing conversation. However, these conversations do not always start from scratch: many times messages are sent over conversations that were already open or ongoing with the customer, which directly impacts how your numbers are reflected in the reports.
To analyze the success of these campaigns and know if a customer interacted or not, you can guide yourself using three main views within the Reports > Outbound module:
Summary Section: Ideal for getting a general overview of the performance of all types of campaigns.
Detailed Section: Perfect for comparing campaigns and seeing the volume of responses.
Flows by Classifications: Useful if you work exclusively with Bot-type campaigns (FlowBuilder) and want to understand the customer journey.
⚙️ Troubleshooting: Step by Step
Here we explain how to extract information from each section:
1. Outbound Summary Report
Go to Reports > Outbound > Summary Section.
Apply the necessary filters (Send Date, Channel, Campaign Name, etc.).
Review the key metrics of your conversion funnel:
Total Contacts: Number of unique users on your list.
Successful Sends: Messages sent correctly to the customer.
Read and Responded: Exact number of users who opened or interacted with the message.
Assigned and Sales: Conversations routed to an agent and successfully closed.
💡 Clarification: In campaigns with individual templates, the funnel may show more assignments than responses, since WhatsApp (Meta) does not always return read confirmation, but Atom does record the assignment to the agent.
2. Detailed Outbound Report
Go to Reports > Outbound > Detailed Section.
Here you will find a tabular breakdown for each campaign with direct metrics: Successful Sends, Views, Responded, Assigned, and Sales (in volume and percentage).
This report allows you to compare performance between multiple campaigns side by side, ideal for quick operational or commercial analysis.
3. Flows by Classifications Report
Go to Reports > Outbound > Flows by Classifications.
In the Results tab, review the totals for contacts, sends, assignments, and sales.
In the Responded Flows tab, you will be able to analyze deep interaction:
First options or buttons chosen by users.
Reason for flow completion (abandonment, assignment, or automatic end).
The last message the customer saw before abandoning (stopping responding).
⚠️ Recommendation: So that the graphs in this section do not mix, always select a single campaign in the "Campaign Name" filter.
✅ Possible Solutions and Use Cases
📌 Which report should I use according to my need?
My need is... | Recommended Report |
Know quickly how many customers responded to a specific campaign. | Outbound > Detailed |
Analyze overall performance and see the conversion funnel of all my sends. | Outbound > Summary |
Evaluate the journey and abandonment of customers within an automated bot. | Outbound > Flows by Classifications |
📌 Why don't "Successful Sends" match "Conversations Started"? As we mentioned at the beginning, many campaigns are sent to customers who already have an open chat.
In any Outbound report, this is counted as a Successful Send (+1).
In the General Report, it is not counted as a new "Conversation Started" (because the chat already existed). That's why you will always see higher numbers in Outbound.
📝 Additional Notes
Display Limits: On all audit tabs, the view within the platform will show you a maximum of 2,000 records.
Downloads: If you need to process the information in Excel, downloads (available in
.csv,.xlsx, and.json) include the complete history of up to 1,000,000 records.Deep Analysis: For complex automated campaigns, we recommend always analyzing the Classifications Funnel and the Tags Funnel from the Responded Flows tab.
Track your marketing strategies precisely! 🚀
By using the right report for each need, you will stop having blind spots and will know exactly which customers are responding to your initiatives and how many of them convert into real sales. ✅