Engagement

What it does

WhatsApp → Engagement lists your most engaged contacts: the people who read every recent campaign message you sent them, and read them quickly.

A contact appears here only when all three of the following are true:

• You have sent them at least 15 campaign messages (only the most recent 15 are assessed)
• They read all 15
• Their average time to read those 15 is under 24 hours

Contacts are listed fastest first, so the person at the top of the list is the quickest reader.

When to use it

Use it to:

• Build a VIP list of customers worth a first look at a new product, an early offer or a limited allocation
• Choose who to call or visit when you have limited time
• Check which customer accounts your best readers belong to
• Take a copy of the list for your sales team

Steps

Read the list

1. Open WhatsApp → Engagement.
2. Read the table from the top down. The first row is the contact with the fastest average time to read.
3. Select a customer name to open that customer, or a contact name or number to open that contact.

Download the list

1. Open WhatsApp → Engagement.
2. Select Export.
3. Choose Excel (.xlsx) or CSV (.csv).

The page shows your top ten engaged contacts. The download contains every contact that qualifies, so use it when you want the full list.

Turn the list into a campaign audience

1. Download the list as described above and copy the Customer Reference column.
2. Open WhatsApp → Segments and select New Segment, then Customer list.
3. Enter a Name and paste your references into Customer references, one per line or separated by commas.
4. Select Create Segment, review the matched and unmatched references, then choose View segment. You can now choose the segment as the audience when you schedule a campaign.

See Customer list segments for reference matching, upload limits and updating the list. Rows with a blank Customer Reference are not linked to a customer account and cannot be added this way.

What you'll see

A table with three columns:

A contact with no customer account shows Unknown in the Customer column.

The download has the same information, split into Customer Name, Customer Reference, Contact Name, Contact Phone and Average time to read (min).

If something goes wrong

• The table is empty: you see "Contacts will appear here when they have 15 recent campaign messages, all read, with an average read time under 24 hours." Nobody meets the bar yet. Keep sending campaigns; the list fills as contacts build up campaign history.
• A customer you know is engaged is missing: check the three conditions above. One unread message among the last 15 is enough to leave them out, and a contact who has turned read receipts off in WhatsApp never counts as having read a message.
• A contact shows Unknown as the customer: the number is not linked to a customer account. Open the contact from CRM → Contacts, select Change next to the customer, use Search customers to pick the account and select Save. See Contacts.
• A contact is in the download but not the table: the table shows only the top ten and refreshes periodically; the download is always the current, complete list.
• Export is greyed out: there is nothing to download because no contact qualifies yet.
• "We couldn't export. Please try again." appears under Export: the download did not complete. Wait for Exporting... to finish, then select Export again; if it keeps failing, contact your onboarding manager.
• The download will not open: select Export again and choose the other format — Excel (.xlsx) or CSV (.csv).
• "Enter no more than 2500 customer references.": trim the list you pasted into Customer references.

If the list still looks wrong, contact your onboarding manager.

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