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WhatsApp Business Platform - Comparing Meta Insights Dashboard and Marketing Cloud WhatsApp Reporting

Data pubblicazione: Jun 10, 2024
Descrizione

WhatsApp send and delivery activity is captured with the following reporting options within Marketing Cloud:

Intelligence Reports & Dashboards
Chat Messaging Extract

Within Meta's Business Manager, the WhatsApp Manager contains the Insights Dashboard, which provides metrics on Messaging and Conversations.

Through routine WhatsApp send activity, upon comparing these reporting options, you may see an initial discrepancy between Marketing Cloud reporting and Meta reporting.

Risoluzione

It's recommended to utilize the Chat Messaging Extract as the source of truth for WhatsApp send and delivery activity.

Over time, Delivery Receipts will be processed and update the Insights Dashboard based on end-user engagement.

Support will only troubleshoot and investigate Insights Dashboard discrepancies for metrics regarding Sends & Deliveries, that meet the following criteria:

  • At least 100 messages were successfully sent for the campaign
  • There is a +/- 2% or greater discrepancy between Marketing Cloud and the Insights Dashboard

For example:

Marketing Cloud Reporting reflects 500 sends
Insights Dashboard reflects 482 sends
Discrepancy : 3.6%

Any discrepancies relating to Conversation metrics will need to be directed to Meta Support for further assistance.

Numero articolo Knowledge

002113871

 
Caricamento
Salesforce Help | Article