‎Manage All WhatsApp Survey Distributions

Manage All WhatsApp Survey Distributions

Updated

5 days ago

The WhatsApp Survey Distribution Record Manager offers a centralized interface to create, manage, and monitor WhatsApp survey distributions. It allows you to easily track key metrics, edit existing distributions, and analyze performance data, all in one place.

Business Use Cases

Managing WhatsApp Survey Distributions Across Multiple Stores: Organizations often use surveys to collect feedback across different teams, regions, or customer touchpoints. Each area may follow its own method; some may automate survey delivery based on certain actions, while others may send surveys manually or use different formats. A centralized system helps manage all survey distributions from one place. It allows teams to monitor performance, compare engagement levels, and identify areas needing improvement.
This unified view supports better decision-making by highlighting trends, improving response rates, and enabling more consistent and effective feedback collection across the organization.

It helps boost efficiency by integrating distribution management and analytics into one interface and additionally improves decision-making with comprehensive metrics like response rate, open rate, and message failure count.

Prerequisites

In order to access the WhatsApp distribution, you must have access to the following View and Edit Distribution permissions at the Survey Level.

Record Manager

Upon accessing the Distribution RM, you will find a consolidated list of all distributions across various channels, including WhatsApp, along with their current statuses and pertinent metrics.

Refer to these article for details on the columns and metrics available for WhatsApp distribution.

Manage Distribution

You need to click on the Vertical Ellipsis(⋮) against a distribution to manage a distribution.

Quick Action	Description
Edit	Edit distribution details Note: Currently, a distribution is not editable once moved from the draft state. Support for users to be able to edit an “Approval failed” distribution is to be added.
Clone	The clone feature allows you to create an identical copy of an existing WhatsApp distribution. Note: Cloning a distribution will again send it for approval irrespective of assets being approved earlier. This is to be fixed as stated here.
View	View WhatsApp distribution form details
Pause	The pause feature allows you to stop the distribution immediately if issues arise, halting any further WhatsApp from being sent. Note: Response collection will be temporarily halted, and recipients attempting to access the survey will be redirected to a "Paused" page until the distribution is resumed.
Distribution Report	The Distribution Report provides live status updates on each invite sent via the WhatsApp distribution. Each WhatsApp invite is tracked as a unique row item with its data (sent, failed, quarantined), and includes the response status (received, started, unopened). For successful submissions, the response ID is provided. Each profile to which the WhatsApp invite was sent appears as a unique row item, allowing users to view the status of each survey invite—whether it was successfully Sent, Failed, or Quarantined. Users can view the response status associated with each WhatsApp invite, indicating whether the survey response was Received, Started, or Not Opened. For successful survey submissions, users can also access the response ID directly from this report.
Delete	Remove the distribution

Key points to note

Manage distribution report is an OOTB report & doesn’t require any testing.
Customization is not currently supported for WhatsApp distribution reporting. Only the out-of-the-box (OOTB) metrics and the Record Manager view are available.

Best Practices

Establish a Consistent Review Process: Regularly evaluate both active and completed WhatsApp survey distributions to get a comprehensive understanding of performance and emerging trends.
Monitor Engagement Metrics: Keep an eye on key indicators such as response rates and unsubscription rates to fine-tune future distributions and enhance participant engagement.