Review New Inbound Contacts by WhatsApp Account

Let’s first figure out what inbound contacts are #

"Inbound contacts" in this manual refers to data where customers proactively contact the enterprise. It is not in the same scope as all contacts of the enterprise: all contacts can include records generated by the enterprise actively contacting the other party, or records of the other party actively contacting the enterprise. Therefore, the total number of contacts cannot be regarded as the number of new active inquiries, nor can the sales conversion rate be calculated solely based on the number of inbound contacts.

Locate data by service account #

1. Go to the page related to the inbound contacts counter and first check the company you are in and the account range that can be viewed.
2. Filter by the platform, service account or status conditions provided on the page.
3. Check the status of online, offline and marked accounts, and locate the business accounts that need to be analyzed.
4. Enter the contact or details entry of the target account to view the currently visible customer information.
5. When it is necessary to distinguish the purpose, modify the service account remark, use clear business description, and avoid judging the account identity by similar nicknames.

The manual states that multiple WhatsApp service accounts can be checked for duplicate inbound contacts, but it does not provide a deduplication time window or a cross-account calculation formula. When you see repeated related values, you should judge it based on the account details, rather than directly treating it as the number of independent customers in the same period.

View inbound contacts details #

1. Open the "Customer Service Number Inbound Contacts Details" and locate the account you want to view this time.
2. Check the account, team member and current status, and then check the contact or related details.
3. Check the country or region, avatar and other information provided in the profile, and confirm the business identity with contact records if necessary.
4. Use consistent time and filter range when comparing different accounts, and record whether cross-account deduplication has been performed.

The region and avatar are list information and cannot independently prove the customer's authenticity, city or purchase intention. The manual only provides an overview of subsequent statistical pages, and this help page does not fabricate more detailed attribution or calculation mechanisms.

Carefully distinguish between statistical operations and account operations #

Customer service account management also provides operations such as batch offline, modification of notes, and marking of restricted accounts. These actions are not required when viewing statistics. If you really need to go offline in batches, you should first check the selected accounts and arrange business handover, because it may affect the business sessions in use. Marking an account is only an admin console management record and does not mean that the account has been restored, nor should it be regarded as independent proof of WhatsApp's official status.

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Frequently asked questions