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How well is your bot doing?

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Tools to measure your Messenger bot analytics & performance

Measuring the performance of a bot is critical to understand what is and is not working, and how you can best serve your customers and achieve your business goals. This post reviews the top ways to measure the performance of your bot, like how many new users have interacted with your bot, or the number of blocked conversations your bot has received, and more. These performance indicators will enable you to grow your audience and provide a good feedback loop.

In this post we deep-dive on all the insights and metrics you can gather from your Page, Facebook Analytics, rating, and reviews once your bot is live and in production.

The Insights > Messages tab of the Page attached to your Facebook App gives a brief overview of messaging interactions people have had with your bot. This is a good spot to check your spam and block rates. Keep them low by focusing on a good user experience! You don’t need to do any set up to access these insights: once your bot is live and your page has had more than 100 likes, you’ll access the following five groups of metrics:

  • Active conversations: The number of conversations between your Page and people on Messenger.
  • Your responsiveness: The percentage of messages that you’ve answered and your average response time.
  • Deleted conversations: The number of conversations with your Page that people deleted.
  • Marked as spam: The number of conversations from your Page that were marked as spam.
  • Blocked conversations: The number and percentage of conversations from your Page that have been blocked.

Exporting the data

App admins can download this data as a CSV for analysis from the App Dashboard > Messenger > App Analytics. You can also use the Messaging Insights API to programmatically retrieve this information.

Dashboard example

Below is an example of what an analytics dashboard might look like. As you might expect, the numbers with green percentage rates are positive, and those with red need improvement. The steps you should take to improve the metric are typically indicated by the metric. For example, if your responsiveness is low, then initiate a new response policy by bringing more people onto your support team, or automating responses to tell people when to expect a follow up reply.

Access Page Insights for deeper analysis with 3rd party tools

If you are interested in deeper analysis, you can pull this data into a 3rd party or custom data analysis / storage tool. You can also access the same metrics found in page insights from the /insights API endpoint.

You can select the metrics you’re interested in by adding them as a comma separated list to the metric parameter. For example, to return page_total_messaging_connections use the following request:

curl -i -X GET "https://graph.facebook.com/v3.0/<PAGE_ID>/insights/?metric=page_total_messaging_connections&access_token=<PAGE_ACCESS_TOKEN>"

Which returns data like the following:

"data": [
{
"name": "page_total_messaging_connections",
"period": "day",
"values": [
{
"value": "200",
"end_time": "<UTC_TIMESTAMP>"
}
}
]

To limit the data returned, add since and until parameters with Unix timestamps.

curl -i -X GET "https://graph.facebook.com/v3.0/me/insights/?metric=page_messages_reported_conversations_by_report_type_unique&since=1521072000&until=1523880268&access_token=<PAGE_ACCESS_TOKEN>"

Facebook Analytics is a powerful tool for developers to understand their audiences better. It provides detailed aggregated and anonymized demographic data that users have opted to share, plus actions and events they took with your bot. These include pre-defined and custom events you can add to track user workflows relevant to your bot. Pre-defined events include events such as:

  • Someone adding (installing) your bot.
  • Conversation deleted.
  • A message sent to the bot.

There are a lot of sections, which varies based on how you have set your bot up, but let’s step through a couple of the most valuable.

Overview and Dashboards

When you first open Facebook Analytics, you will see an overview of data that you can filter by dates and segments. To create your own summaries of data, add a ‘Dashboard’ under the Dashboards menu item. From the new Dashboard, create a Dashboard with events, segments, and a date range to represent the metric. You can also use the Dashboard to display goals based on metrics and how close you are to meeting them.

For example, the Dashboard below shows a chart summarizing the activity of all female users of a bot.

Segments

Think of segments as queries of your data that allow you to filter by a series of properties based on what the analytics platform has already collected. For example, the segment below filters the data of European countries (collected so far) to show you data from the date range that would help you figure out if it’s worth targeting new regions with localized offers.

Activity

The activity sub-section contains a series of pre-defined summaries of user demographics and events, all of which you can filter with segments, time ranges, and other values relevant to each summary. You can also pin charts under each sub-section to dashboards.

Some of these sub-sections require further configuration to suit your use cases:

Funnels define a series of steps, and timelines between those steps, you would like users to follow. Clicking the funnel shows a summary of your current success rates in that scenarios. The image below shows the conversion rate and average amount of time it took from installing a bot to making a purchase.

Cohorts track the behavior of demographic groups over time and the patterns between them.

For example, the image below shows how long users take their second action after their first. For example, you can track how long it takes from people between signing up with your bot and starting a purchase process.

You can use breakdowns to create pivot tables of data based on up to three parameters. For example, the ages of users and what platform they install the Messenger bot in, again useful to know if it’s worth creating targeted offers.

Custom events

The analytics pre-defined events cover many eventualities, and depending on your business model and App setup, you might need custom events to track specific actions. Creating a custom event depends on the platform you are targeting, but for example, here’s how you create a custom event for bots running on the web that generates a custom event when a user clicks a custom button in a webview.

function onCustomButtonClick() {
FB.AppEvents.logEvent("custom_button_click");
}

You can also trigger pre-defined events in your code, and pass parameters with certain events. For example, to trigger an ADDED_TO_CART event:

function logAddedToCartEvent(contentData, contentId, contentType, currency, price) {
var params = {};
params[FB.AppEvents.ParameterNames.CONTENT] = contentData;
params[FB.AppEvents.ParameterNames.CONTENT_ID] = contentId;
params[FB.AppEvents.ParameterNames.CONTENT_TYPE] = contentType;
params[FB.AppEvents.ParameterNames.CURRENCY] = currency;
FB.AppEvents.logEvent(FB.AppEvents.EventNames.ADDED_TO_CART, price, params);
}

People

The people sub-section provides a summary of aggregated and anonymized demographics for the people using your bot and the devices they use.

Push campaigns

This subsection shows the performance of any current or historical push notification campaigns.

Facebook Platform

This sub-section summarizes how people using your bot have interacted with other aspects of the Facebook Platform. Relevant to Messenger bots, this includes referrals. Referrals are the number of users who found your bot from shared links and campaigns on Facebook.

Reviews of your bot (or page) provide you with a broad view of people’s opinion on your business or brand. People can leave ratings of up to 5 stars and free form feedback.

You can find the feedback and ratings left for your bot under the Products > Messenger > Bot Ratings tab of your bot’s dashboard. You can find the same data in the Messenger Reviews tab of the Page settings attached to the bot, and they are emailed to you daily.

You can’t reply to these reviews, but as they are one of the first metrics people see when deciding whether to use your bot, you should use them for overall guidance on how to improve your bot experience and encourage happy customers to add positive reviews.

There are many ways you can track, analyze, and interact with your bot’s data. From custom events and segments to combining your Facebook Analytics with other sources of data to make high-level, data-informed decisions. Monitoring the performance of you bot helps you iterate and improve not only the infrastructure and UX of your bot, but also your audience’s experience.

Messenger Developer Blog

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Two Billion Users — Connecting the World Privately

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We are excited to share that, as of today, WhatsApp supports more than 2 billion users around the world.

Mothers and fathers can reach their loved ones no matter where they are. Brothers and sisters can share moments that matter. Coworkers can collaborate, and businesses can grow by easily connecting with their customers.

Private conversations that once were only possible face-to-face can now take place across great distances through instant chats and video calling. There are so many significant and special moments that take place over WhatsApp and we are humbled and honored to reach this milestone.

We know that the more we connect, the more we have to protect. As we conduct more of our lives online, protecting our conversations is more important than ever.

That is why every private message sent using WhatsApp is secured with end-to-end encryption by default. Strong encryption acts like an unbreakable digital lock that keeps the information you send over WhatsApp secure, helping protect you from hackers and criminals. Messages are only kept on your phone, and no one in between can read your messages or listen to your calls, not even us. Your private conversations stay between you.

Strong encryption is a necessity in modern life. We will not compromise on security because that would make people less safe. For even more protection, we work with top security experts, employ industry leading technology to stop misuse as well as provide controls and ways to report issues — without sacrificing privacy.

WhatsApp started with the goal of creating a service that is simple, reliable and private for people to use. Today we remain as committed as when we started, to help connect the world privately and to protect the personal communication of 2 billion users all over the world.

The post Two Billion Users — Connecting the World Privately appeared first on About Facebook.

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Facebook, Instagram and YouTube: Government forcing companies to protect you online

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Although many of the details have still to be confirmed, it’s likely the new rules will apply to Facebook, Twitter, Whatsapp, Snapchat, and Instagram

We often talk about the risks you might find online and whether social media companies need to do more to make sure you don’t come across inappropriate content.

Well, now media regulator Ofcom is getting new powers, to make sure companies protect both adults and children from harmful content online.

The media regulator makes sure everyone in media, including the BBC, is keeping to the rules.

Harmful content refers to things like violence, terrorism, cyber-bullying and child abuse.

The new rules will likely apply to Facebook – who also own Instagram and WhatsApp – Snapchat, Twitter, YouTube and TikTok, and will include things like comments, forums and video-sharing.

Platforms will need to ensure that illegal content is removed quickly, and may also have to “minimise the risks” of it appearing at all.

These plans have been talked about for a while now.

The idea of new rules to tackle ‘online harms’ was originally set out by the Department for Digital, Culture, Media and Sport in May 2018.

The government has now decided to give Ofcom these new powers following research called the ‘Online Harms consultation’, carried out in the UK in 2019.

Plans allowing Ofcom to take control of social media were first spoken of in August last year.

The government will officially announce these new powers for Ofcom on Wednesday 12 February.

But we won’t know right away exactly what new rules will be introduced, or what will happen to tech or social media companies who break the new rules.

Children’s charity the NSPCC has welcomed the news. It says trusting companies to keep children safe online has failed.

“Too many times social media companies have said: ‘We don’t like the idea of children being abused on our sites, we’ll do something, leave it to us,'” said chief executive Peter Wanless.

“Thirteen self-regulatory attempts to keep children safe online have failed.

To enjoy the CBBC Newsround website at its best you will need to have JavaScript turned on.

Back in Feb 2018 YouTube said they were “very sorry” after Newsround found several videos not suitable for children on the YouTube Kids app

The UK government’s Digital Secretary, Baroness Nicky Morgan said: “There are many platforms who ideally would not have wanted regulation, but I think that’s changing.”

“I think they understand now that actually regulation is coming.”

In many countries, social media platforms are allowed to regulate themselves, as long as they stick to local laws on illegal material.

But some, including Germany and Australia, have introduced strict rules to force social media platforms do more to protect users online.

In Australia, social media companies have to pay big fines and bosses can even be sent to prison if they break the rules.

For more information and tips about staying safe online, go to BBC Own It, and find out how to make the internet a better place for all of us.

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Facebook Launches Digital Literacy Programme for Women in UP

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In a bid to provide digital literacy training to 1,00,000 women across seven states, Facebook on Tuesday launched its ‘We Think Digital’ programme in partnership with the National Commission for Women (NCW) and Cyber Peace Foundation on the occasion of Safer Internet Day.

“We are focusing on trying to create digital leadership amongst women and help them use technology for empowering themselves, enable them to make smart choices and secure from online risks. The training looks at transforming the learning process and bring about systemic change,” NCW Chairperson Rekha Sharma said in a statement.

Starting from the state of Uttar Pradesh, the programme will be expanded to other states including, Assam, West Bengal, Madhya Pradesh, Gujarat, Jharkhand, and Bihar through the year.

“The Internet has become a driver for change in the current age. These training modules will open doors of equal opportunities for women of Uttar Pradesh and together with Facebook we want to equip and educate people and help make a positive impact,” said Uttar Pradesh Women Welfare Minister Jai Pratap Singh.

The programme has been designed with a focus on digital literacy and citizenship, addressing issues around privacy, safety, and misinformation.

It was attended by 300 women trainees from across the state and also included workshops by the NCW and Cyber Peace Foundation.

NDTV Gadgets360.com

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