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. |