#What is Message Variance?

Message Variance measures how much your message lengths and structures vary across sends.

Higher variance = more human. Low variance = templated or automated.

#Why it matters

Humans naturally send a mix of short and long messages. Bots tend to send similarly sized, similarly structured messages over and over.

#How to improve this metric

• Mix short check-ins with longer explanatory messages
• Vary your sentence structures and word choice
• Don’t always include the same exact links or CTAs in the same position
• Encourage agents to type naturally instead of relying on rigid canned responses

#Best practices

• Use this metric together with Template Usage