Reading Advanced Analytics

Most chat numbers are built on customer waits. A wait starts with a customer's first message after you last wrote. It ends at your next message. Several messages in a row are one wait. Resolving the chat also ends it. A campaign message, an internal note or a reaction does not. On the Chats tab, each wait ends as Replied by team, Answered automatically or From WhatsApp app (a reply from the WhatsApp Business app on your phone).

Typical reply time is the middle reply time over waits a team member answered: half the replies were faster. Because it is the middle, one very slow reply can't drag it up. Bot replies and replies from the WhatsApp app are not counted. The Chats tab charts it per day. Reply times go back 400 days, and the page says so if you pick a longer range.

The Team members table shows each person's customers replied to, typical reply time, chats resolved and waiting now. The Teams table shows the same for each team, plus its size. Admins see everyone. Everyone else sees only their own row, and only teams with two or more people, so nobody sees another person's numbers on their own.

Chats opened counts chats that started: the customer wrote for the first time, a team member started one, or the customer replied to a campaign for the first time. A campaign send alone does not count. Reopened is a resolved chat the customer wrote to again. A snoozed chat waking up is not a reopen. Chats resolved counts each time a team member or a flow marked a chat resolved.

On the Automation tab, Answered automatically counts waits first answered by a chatbot flow, AI auto-reply, keyword, workflow or follow-up. Messages sent, by who sent them splits every message by sender: team member, chatbot flow, AI auto-reply, keyword, campaign, workflow, follow-up, integration, WhatsApp app or system. Top keywords lists your 10 busiest keywords. The tables show each chatbot flow's sessions, completion and handovers to a team member; each workflow's runs as Done, Partly done, Didn't run, Failed or Running; and each follow-up's enrolled, still going, completed and stopped. If you can see the CRM, Reminders shows tasks due, done on time, done late and overdue now.

The Campaigns tab counts campaigns started in your dates. Delivered is delivered out of sent. Read is read out of delivered, and runs low because some customers turn off read receipts. Replied counts customers who wrote back within 72 hours of the campaign message, with the share of delivered. Why messages failed lists the top error codes, each linked to what it means. The Templates table counts every template send, not only campaigns, and shows who sent it.

Meta charges for a message when it is delivered, and tells us its kind (marketing, utility, authentication or service) and whether it was charged or free. The Meta charges tab multiplies the charged messages by Meta's published India rate for each kind, in rupees without GST. Free messages, like service replies within your free monthly allowance, are counted but never priced. Messages to numbers outside India are counted as not estimated. The tab says which Meta rate card it used, and the day charges started being recorded: days before that show nothing. Your Meta invoice adds GST and any volume discounts, so use the tab to see what drives the cost: By kind of message, By Sent by and Top campaigns. If your business currency is not INR, the tab shows charged message counts instead of rupees.

On the CRM tab, switch between your Enquiry Board and Sales Board. The age tiles show how long records have sat in their stage (0–2 days, 3–7 days, 8+ days) and how many are stalled. The work queue shows Overdue, Due today and Hot. These, the stage tiles and Pipeline value show right now and ignore your dates. Conversion and By owner follow your dates, except stage-to-stage conversion (all time) and Open now (right now). Pipeline value is shown per currency and never added across currencies. Click a stage to list its records, or click an owner to filter that list.

Numbers marked Now, like Waiting now, update every minute. Daily totals update every 5 minutes. A late change to an older day, like a delivery report that arrives days later, shows up overnight. The top right of the page says when the numbers were last updated. The first time you open Analytics, it may say Preparing your analytics for a few minutes while it adds up your history.