❓ Frequently Asked Question or Initial Context
When reviewing the impact of automation, a very common question is:
How does Atom count sales generated from my WhatsApp campaigns or flows?
It is essential to understand that the sales metric in this report does not represent a bank transaction or an actual purchase connected to an e-commerce. What this indicator shows you is the number of conversations that were classified (categorized) with the status of "Sale", either manually by an agent when closing the chat or automatically by the bot.
🤓 Explanation
The Inbound: Bots Section report was designed to analyze the performance of your virtual assistants built in Flowbuilder, measure their traffic, audit assignments to humans, and track the path your customers follow.
💡 Business Rule: The Sales metric counts exclusively conversations that ended with a classification that has been configured in your system as "Sale Type".
This can happen in two ways:
The bot assigns the chat to a human agent, and this agent manually selects the sale classification when closing the interaction.
The customer completes a specific action in the bot and the system automatically applies the sale classification before closing the flow.
⚙️ Troubleshooting: Step by Step
To correctly audit your bots' funnel, follow these steps:
Go to the side menu and enter Reports > Inbound > Bots Section.
Apply the necessary filters at the top (period, channel, source type, and bot name).
In the Results tab, view your main KPIs: Conversations started, Assigned to agent, and Sales (those classified as such). You will also see tables with individual bot performance and the distribution of classifications.
For a journey analysis, go to the Bots Flow tab.
In this tab, review the First option chosen by users, the reason for Flow Completion (assignment, abandonment, or automatic end), the label funnel, and the Last message the customer saw before abandoning the chat.
✅ Possible Solutions and Use Cases
📌 How do I configure or review a "Sale" type classification?
Go to Atom Settings and verify that closing categories are correctly created under the "Sale" type.
Make sure your agents and your Flowbuilder flows use these classifications consistently when closing a chat.
Remember that sales will only be added to the report if the conversation was classified (either after an assignment or through self-management).
📌 Why might sales be missing from my report?
If an interaction was successful but the agent closed it with a different reason (for example, "Positive end" or "Question resolved" instead of "Sale closed"), the system will not count it as a sale.
If the customer was managed by the bot and abandoned the chat without reaching a final classification block, the conversation will remain unclassified and will not add to this metric.
📝 Additional Notes
Report Scope: This dashboard includes only bots that have been created in Flowbuilder.
Importance of Closing Chats: The "Conversations started" metric has no time limit if the chat remains open. Therefore, it is essential to classify and close all conversations so your data reflects reality.
Audit Downloads: The in-platform view will show you a maximum of 2,000 records. If you need to process all information, use the download button (
.csv,.xlsx, or.json) to get up to 1,000,000 records.Recommended Filters: To make the graphs in the "Bots Flow" tab clear and not mix funnels, we recommend using the "Bot Name" filter by selecting only one bot at a time.
Make your data speak clearly! 🚀
Understanding that the sales metric in Atom depends on proper classification will allow you to educate your sales team, audit your actual closures, and improve your automated flows to convert more contacts into customers. ✅