The Direct Messages section in the Swat.io Insights Explorer is available for Large and Custom plans and lets you analyze the volume and quality of the private communication with your community. You can see how many conversations and direct messages came in per channel and how they were rated in terms of sentiment.
What is analyzed?
The Insights overview for Direct Messages is based on incoming direct messages from your connected channels. It gives you insight into the following metrics:
Conversations and direct messages per channel;
Breakdown by sent and received DMs;
Sentiment distribution of incoming messages.
The focus is on how actively your community reaches out to you via private channels and how sentiment develops over time.
Available metrics
Message volume
Number of conversations;
Sent (own) DMs;
Received (user) DMs.
Sentiment analysis
The sentiment analysis shows how direct messages across your channels have been rated - giving you an overall picture of the mood in your private communication for the selected time period. Sentiment is assigned in the Inbox - manually, automatically via AI or through automations. For more details, see the article "Sentiments of user comments".
Questions you can answer
Which channels receive the most direct messages?
How does the volume of private conversations develop over time?
On which platforms are you most actively replying?
Filters & customization options
A detailed explanation of all available filter options can be found in the article "Insights Explorer: Overview & Features".
Note: Not all filters are available for every widget. The Direct Messages view is available for Facebook, Instagram, WhatsApp, Email channels and X.
Add to Dashboards
With our add-ons Advanced Insights and Premium Insights, it is also possible to transfer any widget from this view directly into an individual dashboard using the currently selected filters. The previously selected time range, channels and other filters are automatically applied.
You can find more information in the article: "Individual Dashboards & Automated Reports".
Good to know
The displayed metrics are imported directly from the connected platforms;
Available metrics may vary depending on the platform;
The import of Historical data depends on the connected profile and your Swat.io plan.
Quick Tip: An explanation and any platform-specific limitations can be found in the tooltip (i) of the respective widget.