Overview of Direct Messaging Analytics

Created by Team Momos, Modified on Mon, 21 Aug, 2023 at 5:29 PM by Team Momos


The Direct Messaging tab of the Feedback Analytics page gives you valuable information at a glance about your direct messaging from Facebook and Instagram.

With our dashboards, you can identify the days you receive the most conversations, what are the recurring topics and more!

Messaging Analytics Cards

At the top of the page are five different cards that shows you certain statistics regarding messaging at a glance.

Total Conversations

The total number of conversations across both Facebook Messenger and Instagram.

Average Response Rate

The percentage of conversations replied to at least once.

Resolved by Chatbot

Percentage of conversations resolved by Momos Chatbot

Average Response Time

The median time taken to give a response to the customer. This does not factor in the initial auto-response.

Missed 24-hour SLA

The number of conversations where customers did not receive any response for over 24 hours.

Messaging Breakdown Over Time

The "Messaging Breakdown Over Time" graph shows the number of conversations received on a certain day as a green bar and the number of conversations replied to in a red line.

Conversations by Categories

This graph shows the topics of conversation that your customers engage with you in mostly.

Reply Rate

The reply rate of your direct messages.

Conversations by Source

The percentage of conversations coming in from each platform.

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