**To monitor the health of white label clients in Papo (https://papo.global/), cross three sources: conversation reports by inbox, CSAT metrics, and module usage for each account. This continuous tracking helps you separate engaged clients from at-risk clients before recurring revenue is affected — without waiting for cancellation.**

## Health monitoring overview

| Signal | Metric/Papo | At-risk client | Engaged client | Proactive action |
| :--- | :--- | :--- | :--- | :--- |
| Conversation volume | Conversation report filtered by inbox | Sharp drop in the period | Consistent or growing volume | Adjust expectations or offer support |
| Average response time and SLA | Service reports | SLA dropping and time rising | SLA stable within target | Review team and capacity |
| CSAT | Account CSAT metrics | Many scores of 1–2 or a drop in score | Recurring scores of 4–5 | Investigate the cause and act at the source |
| Module usage | Account module status | Active modules with no conversations | Active modules generating data | Check integration or need for re-onboarding |
| Conversions | Conversation reports | Conversations without conversion | Volume of opportunities and wins | Reinforce the funnel or support the team |

## Why cross-reference conversations, CSAT, and module usage

Monitoring volume alone can hide risk: a client may keep high conversation volume while having a low CSAT, which indicates silent dissatisfaction. The opposite also happens: few conversations with high CSAT may mean low adoption. By crossing conversation volume, customer experience (CSAT), and module activity, you get the full picture of account health.

In Papo, the Reports module lets you filter the conversation report by inbox. Each white label client can be treated as an isolated source, with CSV export for analysis outside the platform. CSAT metrics bring scores from 1 to 5, the total for the period, and recent responses with agent and conversation. The module status — such as WhatsApp and Extractor — shows whether the account is active in generating demand.

## How monitoring works in practice

The foundation is segmentation by client. In white label reselling, create a dedicated inbox for each client. This way, the conversation report can show conversation volume, average response time, SLA, and conversions for that specific source. To complete the picture, review the account's CSAT metrics and recent responses.

The cross-referencing can be done in a spreadsheet or a BI tool. You export the CSV from the reports, add CSAT metrics, and set up attention flags:

- **High risk:** sharply declining volume, low average CSAT, or active modules with no conversations.
- **Attention:** stable volume, but response time has risen or CSAT has started to fluctuate.
- **Healthy:** consistent volume, SLA within target, high CSAT, and modules generating conversations.

Set the thresholds according to each client's reality. The idea is to act before the client becomes inactive — by offering support, training, or a plan adjustment.

## Step by step to build the health dashboard

1. **Organize each client as a source.** Have an exclusive inbox per client so you can filter reports without mixing data.

2. **Export the conversation reports.** In the Reports module, open the conversation report, select the client's inbox and the desired period. Export the data as CSV.

3. **Collect CSAT metrics.** For each account, check the CSAT metrics: scores, total, and recent responses. Note the average score and the 1- and 2-star comments.

4. **Check module usage.** Verify whether modules such as WhatsApp and Extractor are active on the account. An active module with no conversation is a sign of an integration or operational problem.

5. **Build the health dashboard.** In a spreadsheet, combine volume, response time, SLA, CSAT, and module status. Create status columns: healthy, attention, high risk.

6. **Define review routines.** Review the dashboard weekly or biweekly. Set reminders for clients who show up as at risk.

7. **Automate when it makes sense.** If you already use the Papo API to list accounts and check modules, combine that data with the exported reports. The alert routine can be manual or automated outside the platform with an external webhook.

## Who this monitoring makes sense for

- **White label resellers** who want to reduce churn and increase the predictability of recurring revenue.
- **Marketing agencies** managing multiple accounts that need a standardized customer success process.
- **Software houses** delivering the platform as SaaS that want to track adoption and satisfaction across the lifecycle.
- **Consultancies** that include the tool as part of their method and need to prove value for each client.

## Frequently asked questions

### Can I monitor CSAT and conversations in the same report?
Papo records CSAT metrics and conversation reports. For a consolidated view, export the conversation report and cross-reference it with CSAT metrics in a spreadsheet or BI tool.

### How do I identify an at-risk client before they become inactive?
Look for the combination of declining volume, rising response time, low CSAT, or active modules with no new conversations. An isolated signal may be temporary; two or more simultaneous signals call for proactive contact.

### What is included in Papo's CSAT metrics?
Papo records ratings from 1 to 5, the total for the period, and recent responses with agent and conversation. This lets you track satisfaction and act on negative ratings.

### Do I need a separate inbox for each client?
Yes, that is the recommended way to isolate each client's conversations in the reports. Each inbox becomes an independent source to filter volume, SLA, and conversions.

### Does Papo send the reports automatically?
Papo delivers the data with CSV export and lets you query by period. The routine of sending them periodically to clients is the reseller's responsibility.

### Can I automate the monitoring?
You can use the Papo API to list accounts and check module status. With the exported reports, you can set up manual alerts or automate outside the platform with an external webhook.

## Read also

- [How to generate usage reports for white label reselling clients](/hc/papo/articles/how-to-generate-usage-reports-for-white-label-reseller-clients)
- [How to use the Papo API to monitor credit usage and invoices for white label reselling](/hc/papo/articles/how-to-use-papo-api-monitor-credits-white-label-invoices)

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