Analytics & Reports
Measure every aspect of your WhatsApp operations — message delivery, campaign performance, chatbot engagement, and team productivity.
Overview Dashboard
The main Analytics dashboard gives a real-time summary of your account activity:- Messages Sent / Delivered / Read — counts for the selected date range.
- Active Conversations — currently open conversations across all agents.
- New Contacts — contacts created in the period.
- Campaign Performance — aggregated stats across all campaigns.
- Chatbot Activity — total bot interactions and handoff rate.
- Agent Workload — conversations per agent and avg. first response time.
Message Metrics
| Metric | Definition |
|---|---|
| Sent | Message dispatched to the WhatsApp API (accepted by Meta). |
| Delivered | Message reached the recipient's device (two grey ticks). |
| Read | Recipient opened the message (two blue ticks). |
| Failed | Delivery permanently failed (invalid number, blocked, etc.). |
| Delivery Rate | Delivered ÷ Sent × 100. Healthy: >95%. |
| Read Rate | Read ÷ Delivered × 100. Healthy: >60% for templates. |
Note
If your Delivery Rate drops below 90%, check for invalid numbers in your contact list. If Read Rate drops, review your template content and sending time.
Campaign Reports
Each campaign has an individual report page accessible from Campaigns → [Campaign Name] → View Report:- Funnel chart: Sent → Delivered → Read → Replied → Converted (if conversion tracking enabled).
- Time-series chart: see delivery and read events plotted over time.
- Failed breakdown: categorized by error code (user blocked, number invalid, rate limit, etc.).
- Reply list: all contacts who replied with their message content and timestamp.
- Export to CSV: download the full recipient list with per-row status.
Chatbot Analytics
For each chatbot, the analytics panel shows:- Total triggers — how many times the bot was activated.
- Completion rate — percentage of users who reached the final action.
- Drop-off by step — which action in the sequence causes the most abandonment.
- Variable capture rate — for 'Ask Question' actions, how often users answered.
- Handoff rate — percentage of chatbot sessions that were transferred to an agent.
Tip
High drop-off at a specific step usually means the question is unclear or the wait is too long. Add a Delay action and rephrase the question.
Team Performance
The Team tab in Analytics shows per-agent metrics:| Metric | Description |
|---|---|
| Conversations Handled | Total conversations closed by the agent in the period. |
| Avg. First Response | Median time from conversation assignment to first reply. |
| Avg. Resolution Time | Median time from Open to Resolved. |
| CSAT Score | Average satisfaction rating (requires CSAT flow enabled). |
| Messages Sent | Total messages sent by the agent. |
Exporting Data
- Every report table has an Export CSV button.
- Campaign reports: export includes phone, name, status, timestamp for every recipient.
- Contact analytics: export contact list with all fields and activity dates.
- Date range exports: choose custom start/end dates for any report.
- For programmatic access to analytics data, use the /api/analytics endpoint (see API Reference).