The Analytics section gives you visibility into how your team is performing and how customers are engaging with your WhatsApp channel.
Dashboard summary
The dashboard (home screen after login) shows four key numbers at a glance:
| Metric | What it counts |
|---|
| Total contacts | All non-deleted contacts in the workspace |
| Open conversations | Conversations with status Open right now |
| Messages today | All messages sent and received today |
| Unread | Total unread messages across all conversations |
Messages report
Go to Analytics → Messages for a daily message volume chart over the last 30 days (configurable up to 90 days with ?days=N).
The chart splits by:
- Inbound — messages received from customers
- Outbound — messages sent by agents or broadcasts
Use this to spot spikes (a campaign or viral moment) or drops (a connectivity issue or team absence).
Conversations report
Go to Analytics → Conversations for:
- Conversations by status — how many are open, resolved, or pending right now
- Average resolution time — how long it takes from conversation open to resolved
- Daily trends — conversations opened and resolved per day
A high average resolution time may indicate understaffing or that agents are not closing resolved chats.
Broadcasts report
Go to Analytics → Broadcasts for aggregate broadcast performance:
| Metric | What it shows |
|---|
| Delivery rate | % of recipients where message was delivered |
| Read rate | % of recipients who opened the message |
| Monthly trends | Broadcasts sent per month |
Agent stats
Go to Analytics → Agents for per-agent performance:
| Metric | What it shows |
|---|
| Conversations handled | Total conversations assigned and worked on |
| Messages sent | Outbound messages sent by that agent |
| Avg. response time | Average time from customer message to agent reply |
Analytics data is scoped to your workspace. Admins see all agents; agents with restricted visibility only see data relevant to their assigned conversations.
