Tracking and reporting of communication engagement

Purpose

1. Enable automated tracking of messaging and communication campaigns with apprentices, trainers, and employers.

2. Aggregate open rates, click rates, responses, and engagement metrics across SMS, email, calls, and instant messaging.

3. Generate consolidated reports of engagement segmented by user type, campaign, and temporal window.

4. Provide actionable insights for improving communication strategies in apprenticeship management.

Trigger Conditions

1. Outbound message sent (email/SMS/IM) from pre-defined communication systems.

2. Event detection: message delivered, opened, link clicked, reply received, or call completed.

3. Scheduled engagement summary periods (daily, weekly, monthly).

4. Manual trigger by administrator for ad-hoc reporting.

Platform Variants

1. Twilio SMS

• Feature/Setting: Use "Message Status Callback" Webhook to capture delivery, read, and reply events.
  
• Configure: Set webhook URL in Messaging Service; subscribe to 'delivered', 'read', 'received' events.
  

2. SendGrid

• Feature/Setting: "Event Webhook" to monitor email opens, clicks, bounces, unsubscribes.
  
• Configure: Activate Event Webhook; specify URL and enable "Open" and "Click" tracking.
  

3. Mailgun

• Feature/Setting: "Event API" for real-time engagement data (open, click, reply).
  
• Configure: Define webhook endpoints, select engagement events.
  

4. Slack

• Feature/Setting: "Events API" for message reads and reactions.
  
• Configure: Subscribe to 'message.channels', 'reaction_added' event types.
  

5. Microsoft Teams

• Feature/Setting: "Webhook" connectors for message activity and engagement.
  
• Configure: Register bot/webhook, monitor conversation events.
  

6. Zoom

• Feature/Setting: "Dashboard API" to track chat and webinar engagement.
  
• Configure: Pull metrics on chat activity, Q&A, polling results.
  

7. WhatsApp Business API

• Feature/Setting: Webhook notifications for message delivery, read, reply status.
  
• Configure: Set up webhook with message status parameters.
  

8. Facebook Messenger

• Feature/Setting: "Webhooks" for message status and engagement.
  
• Configure: Subscribe to 'messages', 'message_reads', 'message_deliveries'.
  

9. Google Chat

• Feature/Setting: "Webhook" notifications for room and DM messages.
  
• Configure: Use Chat API for message tracking.
  

10. HubSpot

• Feature/Setting: "Engagement API" for email/SMS campaign metrics.
  
• Configure: Retrieve 'engagements' objects for activities.
  

11. Salesforce

• Feature/Setting: "Marketing Cloud REST API" for campaign tracking.
  
• Configure: Extract email/SMS engagement events.
  

12. ActiveCampaign

• Feature/Setting: "Webhooks" and "Reports API" for interaction metrics.
  
• Configure: Enable campaign event webhooks.
  

13. Intercom

• Feature/Setting: "Conversation Webhooks" for end-user engagements.
  
• Configure: Subscribe to 'conversation.admin.replied' events.
  

14. Zendesk

• Feature/Setting: "Support API" with ticket update and messaging events.
  
• Configure: Monitor ticket changes inline with communication status.
  

15. Freshdesk

• Feature/Setting: "Webhook" event triggers for ticket replies and customer interactions.
  
• Configure: Define triggers on ticket activity.
  

16. Google Workspace (Gmail)

• Feature/Setting: "Gmail API" for read receipt and reply tracking.
  
• Configure: Enable 'history' push notifications.
  

17. Outlook (Microsoft Graph API)

• Feature/Setting: "Mail Read" and tracking APIs.
  
• Configure: Use "delta" queries to monitor read/reply status.
  

18. Telegram

• Feature/Setting: "Bot API" for message status and user response.
  
• Configure: Monitor callbacks for all outbound messages.
  

19. Pipedrive

• Feature/Setting: "Webhooks" for activity and email engagement.
  
• Configure: Track mail events in connected communications.
  

20. SMSGlobal

• Feature/Setting: "DLR Webhook" for SMS delivery and engagement.
  
• Configure: Set DLR (Delivery Receipt) endpoint to capture events.
  

Benefits

1. Near real-time feedback on outreach effectiveness and communication gaps.

2. Centralized, multi-channel engagement analytics for improved strategy adaptation.

3. Reduced manual effort in consolidating and interpreting engagement data.

4. Enhanced ability to personalize follow-up and identify disengaged segments.

5. Supports compliance and transparency in apprentice communications.