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The Channels Overview dashboard gives you a consolidated view of how every communication channel — WhatsApp, Email, Telephony, Web View, and Imports — is performing across your patient and lead engagement workflows. Use this dashboard to spot conversion bottlenecks, compare lead quality by source, and identify which conversation topics are driving the most automation activity.

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Key Metrics

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Booking Channel Performance

The Booking Channel Performance panel tracks the end-to-end outcome of every order processed through your channels. Each record is classified into one of five states so you can see exactly where drop-offs occur.
High Modified counts alongside low Cancelled counts typically indicate healthy re-engagement — your automation is successfully recovering leads that might otherwise have churned.
Monitor the ratio of Failed to Completed orders over time. A rising failure rate often points to a degraded message template, a broken integration endpoint, or an ontology mismatch in the booking flow.

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Patient Source Attribution

Patient Source Attribution maps every lead journey back to its originating channel and shows how that source influenced the final outcome — Success, Modified, or Failure. This lets you compare lead quality across channels and diagnose whether a poor conversion rate is a channel problem or a workflow problem.
If a particular source shows a consistently high Failure rate, start by checking whether the onboarding flow for that source is correctly mapped in your Ontology configuration. Mismatched intents are the most common cause of source-specific drop-offs.
Use this panel to:
  • Identify which channels deliver the highest-intent leads.
  • Compare WhatsApp-originated bookings against Web View or Import-seeded records.
  • Detect unexpected spikes in modification or failure rates tied to a specific source.

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Agent-Created Leads

The Agent-Created Leads panel summarises the performance of leads that your team members manually entered through the Transactions Console rather than through an automated channel. Each manually created record is tracked to a Success or Failure outcome, giving you a clear picture of agent efficiency and the quality of offline lead capture.
Agent-created leads that consistently end in Failure may indicate that agents are logging incomplete contact details or are targeting patients who are not yet ready to book. Review the stage distribution in the Transactions Console alongside this metric.

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Topical Usage

Topical Usage displays the trending conversation intents being handled through your active channels — primarily WhatsApp. Each topic (for example, AppointmentBook or AppointmentFollowup) maps directly to a template or flow registered in your Ontology. Reviewing topical usage helps you:
  • Prioritise which message templates to refine or A/B test.
  • Detect new or unexpected intents that are not yet handled by an automation flow.
  • Measure how automation coverage shifts as you add or retire templates.
If a topic appears frequently in the Topical Usage panel but has a low Success rate in the Booking Channel Performance panel, the template mapped to that topic is a strong candidate for optimisation.

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Channel Sub-Pages

Dive deeper into the configuration, metrics, and best practices for each individual channel.

WhatsApp

Set up and monitor your primary messaging channel — track message types, rate limits, and topical intent conversion.

Email

Configure email campaigns, follow-ups, and notifications with consistent sender identity and personalisation.

Telephony

Enable voice call workflows, process transcriptions through the LLM pipeline, and update lead stages from the console.

Web View

Embed a browser-based chat interface on your website and capture leads directly into the Transactions Console.

Imports

Bulk-load existing patient and prospect records into the platform and make them immediately available for workflows.

Settings

Configure per-channel identifiers, template assignments, notification preferences, and third-party integrations.