Engagement logging and reports
**Note: **This is a Zoho Enterprise/Ultimate only feature, because it involves creating custom entities which is only supported on those tiers.
Whenever any of the Rasayel agents send messages over WhatsApp, these messages are automatically logged in a custom entity called Rasayel WhatsApp Message.
Each outbound message in Rasayel will have a created record on the Zoho: Rasayel WhatsApp Messages entity type. These records are beneficial because you can use them to construct detailed analytics!
To create analytics based on WhatsApp messages:
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Head to the Analytics section.
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Add a new component > chart > quick chart > choose the module as “Rasayel WhatsApp Messages.”
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Select the Measure and Grouping based on the attributes mentioned before to construct the report to your liking
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View your constructed report, for example: here is a chart counting WhatsApp Messages by their type.
Use cases for activity logging
Activity logs provide valuable insights into customer interactions. They help you:
- Monitor engagement trends: Track how often customers respond and interact with your team.
- Analyze message distribution: Understand the balance between text, templates, and media messages.
- Break down conversations: Segment data by WhatsApp channel, message type, or sender.
- Evaluate team efficiency: Measure response times, message volume, and teammate performance.
- Optimize messaging strategies: Identify which templates and message formats drive the most engagement.