What counts as a conversion

You see a list of things your assistant can record: a booking made, an appointment requested, an order paid, a callback requested, a customer handed to your team, a form submitted, a lead saved, or contact details saved. Next to each one you see how many times it happened in the last 30 days, so you can tell what your assistant really does today.

A clinic usually counts Booking made and Handed to your team, because many patients want a doctor to see a photo before they book. A shop counts Order paid and Form submitted. A consultant who calls people back counts Callback requested. You can give it your own name, like "Patient requests" or "Consultations", and that name shows on your dashboard.

A photo or message on its own, a chat your team takes over by hand, Meta's own "results" numbers, and a cancelled booking never count as a conversion. If a booking is cancelled later, that chat stops counting.

We started recording saved leads chat by chat on a set date. If you look at a period that starts before that date, you see a small note: "Saved leads counted from" and the date. Bookings, hand-offs, callbacks, forms and orders are counted for all of your history.

Add a monthly target to see your progress on the dashboard. Maya tells you if you fall behind. Add the average value of one conversion to see an estimate of the business your chats bring in. It is only an estimate and it is never mixed with other currencies.

In the inbox, open a chat and use Mark result to record that you contacted the customer by phone or WhatsApp, that they came in, or that they paid. These marks show as Customers on your dashboard. They don't count as conversions unless you tick them here. After Came in or Paid, the app asks if you also want to move the contact to the Customer stage.

The account owner, admins and team members with the Analytics privilege can open this page and change it. Everyone else still sees the number on the dashboard.