With the introduction of the WhatsApp in Aircall channel for messaging, users with access to Analytics in the Aircall Dashboard will now see information in their analytics about messages sent/received via this channel.
Analytics+: Drill down fields - SMS
Messages sent/received via WhatsApp in Aircall will now be included in the Analytics+: Drill down fields - SMS.
Additionally, the following fields will be added:
| Field Name |
Description |
| Channel |
The channel used for this message (SMS/MMS, WhatsApp). |
| Customer number country code |
The ISO code of the country of the customer number. Example: BE (for Belgium) |
| Template category |
The name of the WhatsApp template category used (for outbound messages), List of values:
This field will remain empty for SMS/MMS messages, inbound WhatsApp messages, and outbound WhatsApp messages without a template. |
| WhatsApp Message Type |
The per message pricing applicable to this message. |
| User |
The Aircall agent who sent the message (for outbound messages). |
Overview Dashboard
Messages sent/received via WhatsApp in Aircall will now be included in the Overview Dashboard as well.
Changes to the Overview Dashboard:
- The SMS field will now be named Messages, and will include WhatsApp in Aircall messages
- Several tooltips and pieces of text will be simplified to give more concise information about the Overview Dashboard
- Each KPI will also provide the variation of the metric versus the previous period
- Total SMS evolution diagram will now be named Messages over time, and will include WhatsApp in Aircall messages
- A new WhatsApp template usage per country and type chart is now added
- Outbound WhatsApp in Aircall messages without a template are not counted here
Additionally, the following fields will be added:
| Field Name | Description |
| Total WhatsApp messages | The total number of WhatsApp messages sent and received. |
| Inbound WhatsApp messages | The total number of WhatsApp messages received. |
| Outbound WhatsApp messages | The total number of WhatsApp messages sent. |