📊 What is the Webhooks Report (Outbound)?
This report allows you to audit the performance of campaigns and flows that are triggered automatically through a Webhook. In other words, it measures the impact of those communications that are initiated when a system external to Atom (such as your CRM, your website, or an ERP) sends an instruction to trigger a message to the customer.
🔍 Available Filters
To obtain precise information, you can segment your results using the following filters at the top:
Interaction Date: The exact period in which the webhook was triggered.
Channel: Specifies the platform and phone line used (e.g., WA +504...).
Webhook: Filter by the specific name of the integration you want to analyze.
Last Status: Allows you to segment by the final message delivery status.
Classification Type: Filter by the closure category (Positive End, Negative End, Follow-up, Automatic, etc.).
Flow Classification: Filter by the exact reason for closure. Note: If the conversation had more than one classification, the system will only take the latest one into account.
Flow Tags: Filter by the tags that have been applied to customers within the flow.
🧩 Tab: Results (Main Metrics)
This is the main view where you will find key indicators about the behavior of your integrations:
Total Contacts: Represents the number of unique people (phone numbers) to whom an attempt was made to send a message via webhook during the selected period.
Successful Sends: Number of messages that actually initiated a conversation.
⚠️ Important Clarification (vs. General Report): If your webhook sends a message to a customer who already had an open and ongoing chat with you, this report will count it as a "Successful Send". However, the General Report will not count it as a new "Conversation Started", since the chat already existed. For this reason, you will always see a higher number of sends here than in your general metrics.
Assigned: Counts how many of these conversations were subsequently assigned to a human agent.
Sales: Represents the number of conversations that were classified with a sales category.
Sends per Day: A graph showing daily send volume. Shows a maximum of 60 days and includes a dotted trend line.
📉 Conversion Funnel and Performance
Conversion Funnel: Visually shows how conversations progress through each stage of the process.
💡 Note about the funnel: At times, you might see more conversations "Assigned" than "Read" or "Answered". This occurs because in certain Meta template sends, it does not return read confirmation, but the Atom system does correctly register when the chat is passed to an agent.
Webhooks Performance: A table designed to compare your different Webhook-type campaigns in terms of contact volume and performance (views, responses, assignments, and sales).
Classification Distribution and Summary: Graphs detailing the closure reasons used (and what type they belong to) in chats originated by these integrations.
🔀 Tab: Flows Answered
If your webhooks trigger a bot (FlowBuilder) instead of a simple message, this tab will show you the exact path that customers took within that flow.
💡 Analysis Tip: For these graphics to display correctly, it is essential to filter by selecting a single campaign name at a time.
First Option Chosen: Shows which options customers selected in the first menu ("Evaluate") of the flow.
End of Flow: Details whether the interaction ended in an Assignment to Agent, an automatic Flow End, or an Abandonment (the customer stopped responding and the flow did not assign or finalize).
Classification and Tags Journey: Acts as a funnel that shows how many times each tag or classification was passed through along the branches of the bot.
Last Message Before Abandonment: Tells you exactly what the last message was that the customer saw before stopping responding in the bot.
📥 Tab: Audit (Downloads)
This section shows you the raw list of all conversations generated by your webhooks, including all the fields mentioned in the report.
📝 Display Limits: The table within the platform will show you a maximum of 2,000 rows as a preview. However, when you click download (in .csv, .xlsx, or .json format), the file will include up to 1,000,000 records.
Ensure the success of your integrations! 🚀
Mastering the Webhooks section will allow you to confirm that automatic communications from your external systems are reaching your customers and turning into valuable conversations for your team. ✅