Where can I see a summary of all conversations initiated and assigned?

Why do some conversations appear without a group or agent even though they were assigned?

How are campaigns, forms, and webhooks reflected in the report?

How to identify sales or form responses?

The General Report consolidates all this information and allows you to understand the volume, distribution, and performance of conversations according to their origin, assignment, and closure.

The General Report is divided into three main tabs:

General Tab: Shows the global metrics of conversations initiated, assigned, sales, and typifications.

Traffic Source Tab: groups the data by type of origin (campaigns, webhooks, manual message, etc.).

Audit Tab: allows you to see the detail by conversation, including all available fields.

Main report filters:

Conversation start date

Channel (platform + line)

Type of origin (Click to WA, webhook, manual message, etc.)

Group and assigned agent

Typification type and final typification (only shows the last assigned)

To check that the metrics are correct:

Go to Reports > General Report.

In the General Tab, observe:

Unique contacts

Conversations started

Assigned to agents

Sales

Sales funnel

Typification distribution

In the Traffic Source Tab, check if the conversations come from:

Webhooks

Campaigns (flow or template)

Click to WhatsApp

Agent messages

To review forms or surveys connected by webhook:

Go to theAudit Tab

Filter by origin "Webhook"

Download the file in.csvo.xlsx

Check if the response fields are complete

TheGeneral Report reflects the historical dataof each conversation, from its beginning to its closing.

When a conversation is initially assigned togroup A, but before being closed it isreassigned to group B, the report will take as validthe last action recorded before closing.

🔍 Example:A conversation was assigned by an Automated Task to theNew Medicinegroup, but then the same agent manually reassigned it toMedicine Consults without the management being closed.📌 The report will show that this conversation belongs to the MedicineConsults group, since that was the last assignment recorded before closing.

This is an expected behavior and is related toAutomated Tasks (TAs)configured so that the bot sends aquick response.

🔎 Example:In the case of ISU University, conversations originate from campaigns, are assigned to the agent, andremain inactive until they close automatically.

After20h 30m, a bot assignment TA with a quick response is executed again.

Sending this response fails becausethe conversation has expired(exceeded 24 h without activity).

The system interprets this new attempt as anew management initiated by TA, that's why it appears asorigin = TAand shows thered triangle.

📌 Recommendation:If the objective of the TA is to contact the client again, it is suggested:

Modify the TA to use atemplate.

Or reconfigure it so that itsactivator is a typification, instead of running on conversations exposed to expiration.

In some cases, although from the conversation view it seems that there was an assignment, in reality thiswas not executeddue to a flow condition.

🔍 Example:If the client indicates abudget less than 30 million, the flow does not derive it to any group because it does not meet the condition.

This causes the conversation to remain unassigned, and this is correctly reflected in the report.

📌 If you wantall conversations to be assigned anyway, even if the client does not qualify, it will be necessaryto adjust the flow logic.

By design, the General Reportonly shows the last typification recordedin each conversation, as this is what defines the closure.

If you need to see more detail about previous typifications (for example, from the bot and then from the agent), it is suggested to use theBots Report, specifically theTypification Pathstab.

Typifications:Only thelast applied typification is shown. If a conversation had several typifications (bot + agent), only the final one will be seen.To visualize the complete path within the bot, it is recommended to use theBots Report.

Audit:Allows you to see up to 2,000 records on the platform and download up to 1,000,000 in.csv,.xlsx,.json.

Differences with “Your Subscription”:The metrics of the General Report do not match those of billing. Atom bills according to Meta's conversation windows, while this report analyzes conversations opened until their final typification.