The Contact Behavior panel in Zenvia Customer Cloud centralizes metrics related to your contact base and the conversations held with those contacts, regardless of the channel.
This feature helps you understand the dynamics between your brand and your consumers, as it provides insights into customer interactions and engagement. This way, you can make better decisions and improve your relationship with your audience.
⚠️ Attention: This feature is available only for users with Operator or Admin profiles.
To start, go to Analytics > Contacts in the sidebar menu. Below, you will find a description of the data generated in the panel.
Panel Data
Interactions
The first blocks show the volume of interactions and their variations over the selected period, helping you understand your contact base's engagement with messages and service (commercial or support):
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Contact base: Total registered contacts.
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Reached contacts: Contacts who received bulk messages in the last 30 days.
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Contacts in Sales: Contacts who received some commercial service.
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Contacts in support: Contacts who were attended by support.
Sales funnel
In general, funnel charts illustrate how data flows through a given process.
💡 Tip: The charts in the panel are interactive. Simply hover over them to see detailed information.
Message Status Conversion Funnel |
Conversion Funnel Through Journeys |
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This chart shows the path contacts take when interacting with your messages. It allows you to evaluate the efficiency of your communication and the engagement generated. The funnel is divided into five levels, showing the number of contacts at each stage:
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This funnel shows whether messages sent via the Message Broadcast module generate interactions in the Sales module. It is divided into two levels:
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Base distribution by region and time
The charts in this section show where your contacts are located and the volumetry of their interactions over time.
Broadcasts by Sales and Support Services |
Geographic distribution |
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This chart shows the evolution of the number of contacts over the months, helping to evaluate the growth of your base and the impact of your actions. It considers contacts that interacted in the last six months. |
The map shows the concentration of contacts by state, based on the area code. This helps identify the regions with the most or least customers. |
Broadcast volume, Sales and Support services |
Service distribution |
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This chart shows the daily evolution of the broadcast volume, commercial services, and support services, facilitating trend and peak interaction analysis. |
This chart helps visualize the total services and the proportion between commercial and support services within a 30-day period. |
Volume of Sales interactions
The heatmap uses different shades of blue to display the intensity of interactions throughout the week and day.
High-activity areas appear in dark blue, while low-activity areas are shown in lighter shades. This helps you identify the times when customers engage most with your communications.
That's it! With this information, you can monitor your contacts' behavior and make decisions that help increase your brand's reach and sales conversion.