The "Direct Messages" section of the Swat.io Insights Explorer lets you analyze the volume and quality of your 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 Explorer 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
Starting with the Medium plan, you can transfer any widget from this view with its current filter settings directly into a custom dashboard. The time period, channels and active filters are automatically applied.
For more information, see the article: "Custom Dashboards: Create, Manage & Reporting".
Good to know
The displayed metrics come directly from the connected platforms;
Available metrics may vary depending on the platform;
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.