# Analytics

## Overview

Analytics is your workspace-wide messaging dashboard. It combines delivery, read, reply, and engagement numbers across all your WhatsApp sends — campaigns, broadcasts, scheduled messages, and the team inbox — into one view so you can see how your messaging is performing at a glance.

Open it from the More menu under Analytics. The page leads with a headline delivery rate and key-figure cards (with up/down trend badges), then a series of charts and panels: volume over time, delivery rates, daily totals, an engagement funnel, performance by number, message-type mix, top templates, geography, a live activity feed, top contacts, a best-hours heatmap, and a team-performance table.

What | Detail
--- | ---
Where to find it | More menu → Analytics
Who can open it | Workspace role Manager or above (same as the dashboard).
Default range | Last 30 days.
What it counts | Both your campaign / broadcast / scheduled sends and your team-inbox / chat messages, combined.

> Per workspace: everything on this page is limited to your current workspace, so you only ever see your own numbers. Because it counts campaign/broadcast messages and team-inbox messages together, it's one dashboard instead of two.

## Date ranges

Use the filter bar near the top to choose the period. The default is the last 30 days.

Range | Period
--- | ---
Last 7 days | The previous 7 days through end of today.
Last 30 days | The previous 30 days (default).
Last 90 days | The previous 90 days.
Custom | Pick a From and To date and click Apply.

Clicking a preset updates the range right away; the Custom option reveals the date fields, which you confirm with Apply. The bar is forgiving:

- An inverted custom range (From later than To) is swapped automatically.
- An empty or unparseable custom filter falls back to the last 30 days so the dashboard is never blank.

## Key metrics

The hero card and the KPI grid summarise the selected period. The big headline above them states the share of messages that reached their reader.

Metric | What it measures
--- | ---
Total messages | Messages you sent in the window (campaign/broadcast and inbox together).
Delivered | Messages that reached the recipient's phone (sent, delivered, or read). Shown with the delivery-rate percentage.
Failed | Messages that could not be delivered.
Queued | Total minus delivered minus failed — sent but not yet confirmed.
Recipients | Distinct conversations started in the window.
Replies in | Messages you received in the window.
Reply rate | Replies as a share of messages sent — a rough measure of how many conversations got going.
Delivery rate | Delivered as a percentage of total. This is the page's headline figure.

> Trend badges are real, not estimated. The small up/down badges compare the selected period against the period right before it of the same length. If the previous period had none of a metric and the current has some, the change shows as +100%. Delivery, recipients, queued, failed, and reply rate each have their own badge.

## Charts and panels

Below the KPIs, the dashboard fans out into panels. Each is computed live from the same window and workspace scope.

Panel | What it shows
--- | ---
Volume trend | Sent, delivered, and failed messages per day across the window.
Delivery rates | A quality donut of how outgoing messages resolved.
Daily totals | A stacked bar of sent / queued / failed per day.
Engagement funnel | Four stages — sent → delivered → replied → engaged (people who replied) — with each stage's count, its share of the first stage, the drop to the next, and an overall change-vs-previous badge.
By number | How many messages each connected number sent in the window, with an online/total badge.
Message types | The mix across Text, Template, Media, Interactive, and Location.
Top templates | Your most-sent templates with category and language, ranked by sends in the window.
By country | Where your reach is spread across markets (based on each number's region).
Activity feed | A live ticker of the most recent message activity in the window.
Top contacts | Your most active conversations by message count in the window.
Best hours heatmap | Read rate by hour and weekday, so you can time sends for when your audience is awake.
Team performance | For agents with at least one conversation assigned in the window: conversations handled, average first-response time, average resolution time, and a satisfaction score (1–5) from customer ratings.

> Empty windows are fine. If there's no activity in the selected range, the headline reads "No outgoing messages yet" and panels show a clear empty state rather than a broken chart. Once your first queue sends, the dashboard fills in.

## Results match your WhatsApp connection

WaDesk supports three ways to connect a WhatsApp number per workspace: the Unofficial API, the official WhatsApp Cloud API, and Twilio. Analytics matches your current connection — message counts are limited to the connection the workspace is using, and the By number panel adapts too:

Active connection | The number list shows
--- | ---
Unofficial API | Your paired phones.
Official Cloud API / Twilio | Your connected numbers, with an online badge when the connection is live.

> Switching connections changes the picture. Because the dashboard reflects your current connection, switching to a different one changes which past messages are counted. This keeps each connection's performance honest rather than mixing them together.

## Export & scheduled reports

At the top of the page are two buttons — Export CSV and Schedule report — for taking the dashboard's figures out of the app. An export covers exactly the date range and workspace shown on screen. For raw, message-by-message data you can also export from Message History and from Settings → Export (contacts, conversations, messages).

## Meta Ads analytics

This page covers your WhatsApp messaging. Ad spend, ROAS, clicks, and lead numbers for Click-to-WhatsApp campaigns live on a separate analytics view inside Meta Ads — open it with the Analytics button on the Meta Ads page for a workspace-wide ad summary or a single-campaign drill-down. (A small ad spend/revenue summary also appears on this dashboard where the data is available.)

## Troubleshooting

Symptom | Cause & fix
--- | ---
Dashboard shows "No outgoing messages yet" | No sends fall in the selected period for your current connection. Widen the range, or check you're on the connection you actually sent on.
Numbers dropped after switching connections | Expected — counts are limited to the active connection. Switch back to compare.
Queued count looks high | Queued = total minus delivered minus failed. Messages that haven't yet reported a delivery sit here and resolve as WhatsApp reports back.
Team performance table is empty | No conversations were assigned to an agent in the window. Assign conversations in the Team Inbox to fill it in.
Custom range looks wrong | A backwards range is auto-corrected and an empty one falls back to 30 days. Re-enter valid From/To dates and click Apply.
Can't open Analytics | Your role is Agent or Viewer. Ask the owner to set you to Manager in Team Inbox → Members.