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m360 Click tracking

Reymar Macapagal
Updated

Click-Tracking

Click-Tracking is a feature that allows you to measure engagement with interactive elements in your messages. Once enabled, it tracks when recipients click on buttons or rich cards — helping you evaluate the performance of your content and calls-to-action.

  • Enable Click-Tracking – When composing your message, you can choose to enable click-tracking for any clickable element. This turns the element's link into a shortened, trackable URL. Click-tracking applies only to buttons and rich cards — not plain-text links.
  • Track Clicks per Element – Each interactive element (like “Buy Now” or “Learn More”) will have its own metrics. You’ll be able to see which buttons or cards performed best and how many users interacted with them.
  • Click Engagement Metadata – For each click, the system captures important metadata, including the timestamp of the click, device used, location, and recipient ID. This helps you analyze engagement patterns across devices and platforms.
  • Click Reports – After sending your broadcast, view reports with metrics such as Total Clicks, Unique Clicks, Click-Through Rate (CTR), and engagement over time. These insights help you fine-tune your future campaigns.

Viber Carousel

The Viber Carousel message lets you send a swipeable set of 2 to 5 cards in a single broadcast—each with its own image, title, and call-to-action (CTA) button(s). It’s ideal for showcasing multiple products, offers, or content in a visually rich and interactive way.

To create a carousel message, each card must include:

  • A title (2–38 UTF-8 characters)
  • An image (PNG, JPEG, or JPG format)
  • A Primary CTA button, with an optional Secondary CTA
    • Buttons require text (10-character limit for Primary, 12 for Secondary)
    • Each button must have a valid Action URL (max 500 characters)

Carousel messages are available to users with the Viber channel enabled and are counted as Promotional messages across Dashboards and Reports. They also support click-tracking for button-level engagement monitoring. RL. Click-tracking applies only to buttons and rich cards — not plain-text links.

Click Insights

The Click Insights tab gives you a complete view of how recipients engaged with your broadcast message. From high-level performance metrics to detailed behavioral insights, this tab helps you understand which elements drove the most interaction and when. 

Click-through Rate (CTR)

  • What it does:  Shows the percentage of recipients who clicked at least one interactive element in your message.
  • Why use it: Helps measure overall engagement and the effectiveness of your calls-to-action across your broadcast.
  • Includes:
    • Formula: (Unique Clicks per broadcast ÷ Successful Recipients per broadcast) × 100%
    • Automatically updates as more recipients click

Unique Clicks

  • What it does:  Counts how many distinct recipients clicked at least one element in your message.
  • Why use it: Tells you how many individual users engaged, regardless of how many times they clicked.
  • Includes:
    • One count per recipient, even if they clicked multiple times

Total Clicks

  • What it does:  Shows the overall number of clicks recorded across all recipients and elements.
  • Why use it: Helps you understand the volume of engagement, including repeat interactions.
  • Includes:
    • Multiple clicks from the same recipient
    • Aggregated across buttons, cards, and all clickable elements

Activity Logs

  • What it does:  Provides a detailed, recipient-level timeline of all click interactions within the broadcast.
  • Why use it: Enables granular analysis of individual engagement behavior, supports troubleshooting, and helps validate data accuracy at the recipient level.
  • Includes:
    • Recipient ID or mobile number
    • Timestamp of each click
    • Clicked element (e.g., button label or card name)
    • Channel used (e.g., WhatsApp, Viber)
    • Device and location (when available)
    • Broadcast/message ID for traceability
    • Filter and search options for specific recipients or events

Time Recipients Clicked

  • What it does:  Breaks down clicks per hour after the broadcast was sent.
  • Why use it: Helps identify when users are most responsive and spot early vs. late engagement trends.
  • Includes:
    • Time-based intervals (e.g., hourly)
    • Total clicks, unique clicks, and CTR per time window
    • Anchored to broadcast send time

Top Devices

  • What it does:  Lists the device types that recorded the most clicks.
  • Why use it: Offers insight into how your audience engages — mobile-first vs. desktop, etc.
  • Includes:
    • Device brand (e.g., Samsung, Apple, Desktop)
    • Device model (e.g., iPhone, S22)
    • Device OS for non-mobile devices (e.g., Mac, Windows)
    • Click volumes per device type

Top Devices

  • What it does:   Displays the geographic locations where clicks occurred.
  • Why use it: Helps identify which regions are most engaged, aiding in localization and targeting.
  • Includes:
    • Country, region, or city-level summaries
    • Click count per location based on device or IP metadata when available
       

Click Tracking via API

Click Tracking gives you a complete view of how recipients engaged with your broadcast message. From high-level performance metrics to detailed behavioral insights, this capability helps you understand which elements drove the most interaction and when.

Click Tracking Metrics

Click-through Rate (CTR)

  • What it does:  Shows the percentage of recipients who clicked at least one interactive element in your message.
  • Why use it: Helps measure overall engagement and the effectiveness of your calls-to-action across your broadcast.
  • Includes:
    • Formula: (Unique Clicks per broadcast ÷ Successful Recipients per broadcast) × 100%
    • Automatically updates as more recipients click

Unique Clicks

  • What it does:  Counts how many distinct recipients clicked at least one element in your message.
  • Why use it: Tells you how many individual users engaged, regardless of how many times they clicked.
  • Includes:
    • One count per recipient, even if they clicked multiple times

Total Clicks

  • What it does:  Shows the overall number of clicks recorded across all recipients and elements.
  • Why use it: Helps you understand the volume of engagement, including repeat interactions.
  • Includes:
    • Multiple clicks from the same recipient
    • Aggregated across buttons, cards, and all clickable elements

Activity Logs

  • What it does:  Provides a detailed, recipient-level timeline of all click interactions within the broadcast.
  • Why use it: Enables granular analysis of individual engagement behavior, supports troubleshooting, and helps validate data accuracy at the recipient level.
  • Includes:
    • Recipient ID or mobile number
    • Timestamp of each click
    • Clicked element (e.g., button label or card name)
    • Channel used (e.g., WhatsApp, Viber)
    • Device and location (when available)
    • Broadcast/message ID for traceability
    • Filter and search options for specific recipients or events

Time Recipients Clicked

  • What it does:  Breaks down clicks per hour after the broadcast was sent.
  • Why use it: Helps identify when users are most responsive and spot early vs. late engagement trends.
  • Includes:
    • Time-based intervals (e.g., hourly)
    • Total clicks, unique clicks, and CTR per time window
    • Anchored to broadcast send time

Top Devices

  • What it does:  Lists the device types that recorded the most clicks.
  • Why use it: Offers insight into how your audience engages — mobile-first vs. desktop, etc.
  • Includes:
    • Device brand (e.g., Samsung, Apple, Desktop)
    • Device model (e.g., iPhone, S22)
    • Device OS for non-mobile devices (e.g., Mac, Windows)
    • Click volumes per device type

Top Devices

  • What it does:   Displays the geographic locations where clicks occurred.
  • Why use it: Helps identify which regions are most engaged, aiding in localization and targeting.
  • Includes:
    • Country, region, or city-level summaries
    • Click count per location based on device or IP metadata when available


       

FAQs for Click Tracking API

Click-Tracking via API

  1. What is Click-Tracking?
    1. Click-Tracking is a feature that monitors when a recipient interacts with clickable elements such as buttons in your message. It captures information such as device details, mobile number of your contact, timestamp, and location (if available), helping you measure engagement and performance.
  2. What types of elements can be tracked?
    1. Click-Tracking only applies to interactive elements such as:
      1. CTA Buttons with valid URLs
  3. With what channels can I use Click-Tracking?
    1. To fully maximize the Click-Tracking capability, you can enable this with m360’s Viber Business Messaging. This is currently unavailable on SMS due to the channel’s standard restrictions and policies with regards to sending links.
  4. How do I enable Click-Tracking?
    1. Click Tracking is a paid capability that may be included as an add-on to your services. Once active on your account, you just have to enable the capability whenever you create broadcasts either through the Broadcast module or through m360’s OneAPI.
  5. Is URL shortening required for Click-Tracking?
    1. Yes. To track a click, the URL must be shortened using our m360’s URL Shortener API. This allows the system to register and log each click event with the corresponding metadata.
  6. Can I disable Click Tracking for specific messages?
    1. Yes. You can choose not to enable Click-Tracking, even if your message includes clickable elements. This is controlled by the Click Tracking parameter for your broadcasts.
  7. Can I request for a threshold on the amount of click events I want tracked for my broadcasts?
    1. Yes! You may request this through our Support team. This threshold resets every month. 
    2. Disclaimer: The system periodically checks whether the threshold has been reached or not.
  8. What data is collected when a click is tracked?
    1. Each click may log the following:
      1. Timestamp of the click
      2. Channel (e.g., SMS, WhatsApp)
      3. Device type (e.g., Android Smartphone, iOS Smartphone, Windows Desktop)
      4. General location (if available)
      5. Element that was clicked (e.g., button label)
      6. Mobile number
    2. No personally identifiable information (PII) beyond what’s already in the system is collected unless explicitly configured.
  9. What insights will I see in the reports?
    1. Click-Tracking reports for each broadcast include:
      1. Total Clicks
      2. Unique Clicks
      3. Click-through Rate (CTR)
      4. Click activity over time
      5. Device and location breakdown
      6. Recipient-level activity logs
  10. How accurate is the data being collected in my Click Insights?
    1. The data being collected from your contacts is highly dependent on the privacy settings on their device; with that being said, the data being collected has a 80 to 90% accuracy rate.
    2. Some devices—such as Apple or iOS devices—have stricter privacy settings in place which may impact the accuracy of the data collected.
  11. How is CTR calculated?
    1. CTR is calculated using this formula: (Unique Clicks ÷ Total Successful Recipients) × 100%
  12. Can I export the click data?
    1. Yes. You can export click data from the Click Insights tab or download activity logs for more detailed analysis.
  13. Do shortened links or click data expire?
    1. Yes. Shortened links and associated tracking data expire after 3 months from the broadcast send date. After that, new click data will no longer be tracked and stored. However, you can view your Click Insights per broadcast for up to 6 months.
  14. Why is there an Error 403 appearing for my end-users?
    1. We have observed that several VPN services and VPN exit locations are currently being blocked by our system’s cloud security and abuse prevention mechanisms, which may result in a 403 (Forbidden) response when accessing the link. 
    2. Your users may try disabling their VPN or switching to a different location or to a different VPN provider to access the URL.
  15. Note: Please ensure that the caption you will be using on your broadcast matches the element_name assigned to the shortened URL you will be using. This is to ensure that click events will be attributed properly in the Reports Module.

 

 

FAQs for the New Broadcast Module

Click-Tracking

  1. What is Click-Tracking?
    1. Click-Tracking is a feature that monitors when a recipient interacts with clickable elements such as buttons in your message. It captures information such as device details, mobile number of your contact, timestamp, and location (if available), helping you measure engagement and performance.
  2. What types of elements can be tracked?
    1. Click-Tracking only applies to interactive elements such as:
      1. CTA Buttons with valid URLs
  3. With what channels can I use Click-Tracking?
    1. To fully maximize the Click-Tracking capability, you can enable this with m360’s Viber Business Messaging. This is currently unavailable on SMS due to the channel’s standard restrictions and policies with regards to sending links.
  4. How do I enable Click-Tracking?
    1. You can enable Click-Tracking during message composition:
      1. Create a rich media broadcast with the Viber Channel
      2. Toggle Click-Tracking on once eligible elements are present
    2. The option only becomes available when a trackable URL is detected.
  5. Is URL shortening required for Click-Tracking?
    1. Yes. To track a click, the URL must be shortened using our built-in shortening service. This allows the system to register and log each click.
  6. Can I disable Click-Tracking for specific messages?
    1. Yes. You can choose not to enable Click-Tracking, even if your message includes clickable elements. This is controlled by the toggle during message setup.
  7. What data is collected when a click is tracked?
    1. Each click may log the following:
      1. Timestamp of the click
      2. Channel (e.g., SMS, WhatsApp)
      3. Device type (e.g., Android Smartphone, iOS Smartphone, Windows Desktop)
      4. General location (if available)
      5. Element that was clicked (e.g., button label)
      6. Mobile number
    2. No personally identifiable information (PII) beyond what’s already in the system is collected unless explicitly configured.
  8. What insights will I see in the reports?
    1. Click-Tracking reports for each broadcast include:
      1. Total Clicks
      2. Unique Clicks
      3. Click-through Rate (CTR)
      4. Click activity over time
      5. Device and location breakdown
      6. Recipient-level activity logs
  9. How accurate is the data being collected in my Click Insights?
    1. The data being collected from your contacts is highly dependent on the privacy settings on their device; with that being said, the data being collected has a 80 to 90% accuracy rate.
    2. Some devices—such as Apple or iOS devices—have stricter privacy settings in place which may impact the accuracy of the data collected.
  10. How is CTR calculated?
    1. CTR is calculated using this formula: (Unique Clicks ÷ Total Successful Recipients) × 100%
  11. Can I export the click data?
    1. Yes. You can export click data from the Click Insights tab or download activity logs for more detailed analysis.
  12. Do shortened links or click data expire?
    1. Yes. Shortened links and associated tracking data expire after 3 months from the broadcast send date. After that, new click data will no longer be tracked and stored. However, you can view your Click Insights per broadcast for up to 6 months.

Viber Carousel Message Type

  1. What is a Viber Carousel message?
  1. It’s a message type that lets you send multiple swipeable cards in a single Viber message. Each card can include an image, a title, and up to two buttons — perfect for showcasing different products or content in one go!
  1. How do I use this in Broadcast?
  1. When setting up a Viber Broadcast, simply choose "Carousel" as your message type. This option appears if Viber is available on your account.
  1. How many cards can I include in a carousel?
  1. You can add between 2 and 5 cards in a single carousel message.
  1. What are the requirements for each card?
  1. Each card must include:
    1. A title (2–38 characters, UTF-8 supported)
    2. An image in PNG, JPEG, or JPG format
    3. A Primary CTA button with an optional Secondary CTA button
  1. What are the rules for the CTA buttons?
  1. Button text can contain letters, numbers, spaces, periods (.), and hyphens (-).
    1. Primary button: max 10 characters
    2. Secondary button: max 12 characters 
    3. Both buttons also require a valid Action URL (up to 500 characters).
  1. Can I include text only without images?
  1. No. Each carousel item requires an image to be submitted. The image follows the same validation rules as the standard image element.
  1. Where can I see the results of my Viber Carousel message?
  1. After sending, you can find your campaign in the Broadcast List and click to view the Broadcast Details page. All available Viber metrics apply, including for Carousel messages.
  1. How are Viber Carousel messages reflected in Reports and Dashboard?
  1. They are tracked as part of your Promotional Viber messages and are included in all relevant metrics across the Dashboard and Reports modules.
  1. Do Carousel messages support click-tracking?
  1. Yes. If click-tracking is enabled during message setup, each button in the carousel can be tracked individually to monitor engagement.
  1. Why can’t I see the Carousel option?
  1. The Carousel message type will only appear if Viber is available on your account. If you don’t see it, reach out to support to check your channel access.

     

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