❓ Frequently Asked Question or Initial Context
When measuring the success of your company's outbound communication, it is common to ask yourself the following questions:
What does each metric in the Outbound Report represent?
How can I segment my campaigns to know exactly how many users responded?
How can I distinguish new users from recurring ones?
How do I filter by channel, campaign type, or intention (e.g., sales vs. post-sale)?
The Outbound Report: Summary Section is the main dashboard designed to answer all these questions, allowing you to analyze the overall performance of your outbound campaigns and understand their effectiveness in terms of delivery, response, assignment, and closure.
🤓 Explanation
The Outbound Report is focused solely and exclusively on outbound campaigns. It shows all metrics related to messages and conversations initiated proactively by your company (whether through flows, templates, webhooks, or individual sends).
⚠️ Key Technical Difference (vs. General Report): The General Report counts new "conversations initiated." However, the Outbound Report counts "successful sends," even if that campaign was sent over a chat that was already open. For this reason, the number of sends here is usually greater than the number of conversations initiated in the general dashboard.
⚙️ Troubleshooting: Step by Step
To start measuring your campaigns, follow these steps:
1. Access the report
Go to Reports > Outbound > Summary Section.
2. Apply segmentation filters
Use the top bar to narrow down your analysis:
Send Date: Select the specific period to evaluate.
Channel: Filter by platform and associated number (e.g., WA, FB, IG).
Source Type: Segment by the tool used (flow, template, webhook, etc.).
Campaign Name: Find a particular initiative.
Classification Type and Final Classification: Filter by category (Positive Outcome, Negative, Follow-up) or the exact closure reason of conversations.
3. Interpret the metrics (KPIs)
Total Contacts: Quantity of unique users (by phone number) reached by the campaigns.
Successful Sends: Messages that were triggered and delivered correctly.
Assigned: Conversations that responded to the campaign and were successfully transferred to an agent's inbox.
Sales: Conversations that ended with a classification configured as "Sale."
Sales Funnel: Vital chart showing the percentage drop from successful send to closure.
Performance by Campaign Type: Table comparing effectiveness between different tools used (flows vs. templates vs. webhooks).
Distribution and Summary by Classification: Breaks down how many times each closure reason was used by the team or bot.
🔍 Tips for Segmenting Your Audience
Make the most of the system by crossing filters to obtain valuable insights:
🎯 Classify Users by Type: New vs. Recurring
You can combine the "Send Date" filter with "Campaign Name" to know if you're impacting the same users.
Advanced Hack: Download the Audit tab (Excel) and cross phone numbers (client_id) to identify duplicates and repetitions over time.
📱 Segment by Entry Channel
Use the "Channel" filter to isolate and compare your results between WhatsApp, Instagram, or Web. This will help you quickly detect which platform generates better response or sales closure rates.
💬 Filter by Campaign Intent
Group your campaigns by searching for their purpose in the "Campaign Name" filter (Ex: "Black Friday Campaign," "Cart Recovery," "Satisfaction Survey"). Then, cross that search with the "Final Classification = Sale" filter to measure the exact ROI of that intent.
🗂 Group by Flow Stage or Expected Classification
In complex campaigns, classifications indicate customer temperature. Filter by states like "Interested but undecided" to measure your remarketing opportunities, or "Rejected" to audit your rejection rate.
📝 Additional Notes and Downloads
Detailed Tab: Within the same Outbound module, the Detailed tab will allow you to pit your campaigns head to head, comparing their volume and performance (ideal for knowing which text or template converted the most).
Audit Tab: The on-platform view will show you a maximum of 2,000 records for quick reading. If you need to make custom data crosses, the download (in
.csv,.xlsx, or.json) will include up to 1,000,000 rows with all available fields.
Turn Your Data Into Strategic Decisions! 🚀
The Outbound Summary is the starting point for any marketing audit. Learning how to cross its filters will give you the power to understand which channels and messages generate the most revenue, optimizing every cent of your advertising investment. ✅