WhatsApp is fast, but speed without visibility leads to chaos. These five metrics give you the clearest view of what is working and what needs attention.
1. First response time
Measure how quickly customers receive their first reply. This is the number most correlated with satisfaction.
2. Resolution time
Track the time from first message to closing the conversation. Automations should reduce this number over time.
3. Automation containment
What percentage of conversations are fully resolved by workflows? This shows how effective your self-serve flows are.
4. Handoff quality
Monitor how often agents re-ask for information after a handoff. Lower is better, and a good summary reduces repetition.
5. Customer sentiment
Use short surveys or quick-reply ratings after resolution to spot issues early and improve your scripts.