Understanding Events in Funnel Analytics
When building a funnel report, you will select different events.
An event represents a specific activity that occurs between your business and a customer during communication on WhatsApp.
For example, sending a message, reading a template, clicking a button, or connecting a call are all events.
By combining multiple events in sequence, you can analyze how customers move through each step of the communication journey.
Below is a detailed explanation of the events available in Funnel Analytics.
Message Events
Message events track interactions during normal WhatsApp conversations.
Message Sent
This event represents chats where a message was sent from your business to the customer.
This includes:
Messages typed manually by agents
Automated replies
System generated responses
Example:
A support agent replies to a customer’s question. That interaction is recorded as Message Sent.
This event is often used as the starting point for engagement analysis.
Message Delivered
This event represents chats where the message sent by your business was successfully delivered to the customer's WhatsApp device.
Example:
An agent sends a message and the customer receives it on their phone.
This event confirms that the message reached the customer.
Message Read
This event represents chats where the customer has opened and read the message.
Example:
The customer opens WhatsApp and views the message sent by the business.
This event helps measure message visibility.
Message Received
This event represents chats where the customer sends a message to your business.
Example:
After reading a message, the customer replies with a question or response.
This event indicates active customer engagement.
Template Events
Template events track interactions related to WhatsApp template messages.
Templates are commonly used for marketing campaigns, notifications, authentication, and proactive communication.
Template Sent
This event represents chats where a WhatsApp template message was sent to a customer.
Templates may include:
Marketing templates Utility templates Authentication templates
Example:
A business sends a promotional template about a product offer.
Template Delivered
This event represents chats where the template was successfully delivered to the customer's WhatsApp device.
Example:
A campaign template is sent to many customers and delivered successfully to their phones.
Template Read
This event represents chats where the customer opened and read the template.
This indicates that the customer viewed the template message.
Template Failed
This event represents templates that failed to deliver to the customer.
Common reasons include:
Invalid phone numbers Customer opt-out Network issues
Monitoring this event helps identify delivery problems.
CTA Button Clicked
This event represents chats where the customer clicked a CTA button included inside a template.
Examples of CTA buttons include:
Talk to an agent Resolve issue Claim offer View details
When a customer clicks the button, the system records this event.
This event indicates that the customer interacted with the message.
Call Events
Call events help analyze how WhatsApp conversations lead to phone calls between businesses and customers.
Call Consent Received
Before initiating calls, businesses may send a consent request to the customer.
This event represents chats where the customer approved the call consent request.
Customers may allow calls for:
7 days 15 days Always allow
This event indicates that the customer has agreed to receive calls.
Outgoing Call Dialed
This event represents chats where your team initiated a call to the customer.
Example:
After receiving call consent, a sales agent attempts to call the customer.
Outgoing Call Connected
This event represents outgoing calls that were successfully connected.
This means the customer answered the call.
Outgoing Call Missed
This event represents outgoing calls that were not answered by the customer.
Incoming Call Received
This event represents chats where a customer initiated a call to your business.
Incoming Call Connected
This event represents incoming calls that were successfully answered by your team.
Incoming Call Missed
This event represents incoming calls that were not answered by your team.
Tracking these events helps businesses understand call engagement and responsiveness.
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