Papo's Automation Report (https://papo.global/) is the analytical tool that measures the performance of your Flows, consolidating key metrics such as the number of contacts who started each flow, the quantity of messages sent, and the completion rate. It allows you to clearly visualize which automations are most efficient, identify bottlenecks in the customer journey, and calculate the return on investment (ROI) of your automation initiatives.
Automating processes like lead qualification, scheduling, or answering frequently asked questions saves time and resources, but how do you know if your automations are truly working? The Automation Report transforms your flows' activity into concrete data, answering questions like: "How many people did our welcome chatbot assist this month?" or "What is the success rate of our sales qualification flow?".
This article details the report's metrics and how to use them to continuously refine your automation strategy.
| Key Metric | What it measures | Why it's important for analysis |
|---|---|---|
| Contacts | Total number of unique contacts who entered a specific Flow. | Shows the reach and volume of interactions each automation is managing, indicating its relevance. |
| Messages Sent | Total number of messages the Flow sent to contacts. | Helps quantify the work performed by automation, which would otherwise be done manually by an agent. |
| Completed | Number of contacts who reached a defined final step in the Flow. | Indicates the flow's effectiveness in guiding the user to the final objective (e.g., qualification, scheduling, resolution). |
| Completion Rate | Percentage of contacts who completed the Flow (Completed ÷ Contacts). | It is the main indicator of a Flow's efficiency. Low rates can signal problems in the journey. |
How to access and interpret the Automation Report
To analyze the performance of your flows, navigate to the Reports module within the Papo platform. Like the Conversations and Tags reports, the Automation report offers a focused view on a specific pillar of your operation.
Within the report, you will find:
- Period Filters: Tools to select the time interval you want to analyze (e.g., last 7 days, last month). Use them to compare performance and identify seasonal trends or the impact of changes you've implemented.
- List of Flows: A detailed table with all your active Flows, each on a separate line.
- Performance Metrics: For each listed Flow, you will see columns with the main metrics: Contacts, Messages Sent, Completed, and Completion Rate.
Interpretation begins by comparing the numbers. A Flow with many contacts but a low completion rate deserves immediate attention. Conversely, a Flow with a high completion rate can serve as a model for future automations.
Using insights to optimize your operation and measure ROI
The true value of the report lies in transforming numbers into strategic actions. Use the data to make decisions that improve the efficiency of your processes and your customer's experience.
1. Measure the volume of automated work and ROI
The "Contacts" metric shows how many customers were served without the need for initial human intervention. The "Messages Sent" column quantifies the volume of communication performed by the automation. Together, these metrics demonstrate how much time and effort your team has saved.
To calculate a simplified ROI, estimate the average time an agent would take to perform a Flow's tasks and multiply it by the number of contacts who passed through it. Compare this value (in saved work hours) with the cost of your platform subscription.
2. Identify bottlenecks and abandonment points
The Completion Rate is your main thermometer for a Flow's health. A low rate is a strong indication of a bottleneck. This can happen for several reasons:
- A question in the flow is confusing or difficult to answer.
- The customer cannot find the option they are looking for.
- The value offered by the flow is not interesting enough for them to continue.
- A technical step is broken (e.g., a button that doesn't work).
When you identify a Flow with low performance, review each step of its journey. Simplify questions, offer clearer options, or add an "emergency exit" so the customer can easily speak with a human.
3. Compare the effectiveness of different approaches
Do you have two different Flows to qualify leads from distinct campaigns? The report allows you to directly compare which one has the best completion rate. Flow A, with a more direct approach, might convert more than Flow B, which asks more questions.
Use this data to conduct A/B tests. Create variations of the same flow, direct traffic to both, and use the report to decide which version is the winner, applying the learnings across all your automations.
4. Optimize resource allocation
If a "Level 1 Technical Support" Flow can resolve 80% of cases (high completion rate), it means your support team can focus on the 20% of more complex cases. On the other hand, if a "Demo Scheduling" Flow has a low completion rate, it might be necessary to allocate a human agent to intervene earlier in the process and not lose the sales opportunity.
Frequently Asked Questions (FAQ)
What is considered a "completed" contact in a Flow?
A contact is considered "completed" when they reach a final step in your automation flow. This final step is defined by you when creating the Flow and can be an action such as sending a last message, applying a "Qualified" tag, or transferring the conversation to a human agent.
How often are the Automation Report data updated?
Like other Papo reports, automation data is updated almost in real-time. This allows you to closely monitor the performance of your Flows and make agile decisions to optimize journeys.
Is a low completion rate always a bad sign?
Not necessarily. Context is crucial. For example, a rigorous pre-qualification Flow, designed to filter out leads that don't have the ideal profile, will naturally have a low completion rate for the "qualified" path. In this case, success is measured by the quality of the few who complete, not by the quantity.
How can I improve the completion rate of my Flows?
To improve performance, review the Flow for friction points. Simplify questions, reduce the number of steps, ensure that the options offered are clear and relevant, and always provide an option for the customer to speak with an agent if the automation cannot help.
Does the report show the exact path each contact took in the Flow?
The Automation Report provides aggregated data on the overall performance of each Flow (how many entered, how many completed, etc.). To analyze the specific journey of a single contact, you can consult their conversation history on the Conversations screen, where all interactions, including Flow messages, are recorded.
Where can I find Flows to create or edit?
Flows are created and managed in the Flows module of the Papo platform. There you can use a visual builder to design customer journeys, and you can also install ready-made templates from the Flows Library.
With Papo, you can start creating and measuring your automation flows on the same day.