Symptom / Need

You need to understand how the Click to WhatsApp integration works with your system to improve the tracking and management of conversations generated through ads and posts on Meta (Facebook and Instagram). This will allow you to optimize customer service and obtain detailed reports to analyze the performance of your campaigns.

Context / Scenarios

Imagine you're running advertising campaigns on Meta with the goal of generating engagement through WhatsApp. Without the right tool, it can be difficult to track the origin of each conversation, analyze its progress, and evaluate the effectiveness of your ads. This can lead to inefficient interaction management and difficulties optimizing your customer service strategies.

Answer (Solution / Recommendation)

What is WVX WA Tracking?

WVX WA Tracking is a feature within the wolkvox system that allows you to identify and analyze conversations generated through Click to WhatsApp buttons in Meta ads and posts (Facebook and Instagram). This tool offers detailed historical reports to improve the traceability and management of interactions, facilitating the monitoring and optimization of customer service processes.

How does WVX WA Tracking work?

1. In wolkvox Studio: Within the Wolkvox Studio module (in the wolkvox Manager application), you can access the following data from Meta and use it in your workflow design components:
   1. Ad URL ($wa_source_url): Link to the ad or post where the interaction originated.
   2. Source ($wa_source_type) : Source type (ad or post).
   3. Ad ID ($wa_source_id): Unique identifier of the ad or post in Meta.
   4. Ad Title ($wa_headline): Main text displayed in the ad or post.
   5. Content Type ($wa_media_type): Indicates whether the content is an image or a video.
   6. Image URL ($wa_image_url): Direct link to the ad image (if applicable).
   7. Video URL ($wa_video_url): Direct link to the ad video (if applicable).
   8. Click ID ($wa_ctwa_clid): Meta-generated identifier to track the ad click.

2. Reports available in wolkvox Manager: WVX WA Tracking enables two new reports in the Historical Reports module of the wolkvox Manager application ('Interactions and Chats' tab):
   1. Report 14. WhatsApp Click Detail: This report provides detailed information on each individual interaction. It includes columns such as:
      • ADVERTISEMENT_URL: URL of the advertisement.
      • SOURCE: Origin (ad or post).
      • ADVERTISEMENT_ID: Ad ID.
      • ADVERTISEMENT_TITLE: Title of the advertisement.
      • CHAT_ID: Chat ID.
      • RP_ID: Routing point where the interaction entered.
      • AGENT_ID: Agent ID within the wolkvox system.
      • CONTENT_TYPE: Content type (Image 'image' or video 'video').
      • CONTENT_URL: Content URL.
      • CLICK_DATE: Date and time of the click.
      • COD_ACT: Typing code used to encode the final result of the interaction.
      • Note: There may be fields without values if the interaction was answered from a computer.
   2. Report 15. Consolidated WhatsApp clicks: Provides an overview of the performance of interactions, including:
      • CHANNEL_SOURCE: Origin of interactions (ad or post).
      • CHATS_WITH_AGENT: Number of chats (originating from 'ad' or 'post') handled by agents.
      • AUTOMATIC_CHATS: Number of chats (with 'ad' or 'post' origin) served by bots.
      • TOTAL: Total number of chats.