The WhatsApp Statistics feature in workflows provides an in-depth view of your WhatsApp communications, allowing users to track their message performance. With this tool, you gain insights into metrics such as total messages sent, pending messages, successful deliveries, messages read, and any failed transmissions. This enables you to measure the effectiveness of your WhatsApp-based workflows and improve your communication strategies.
Key Features & Benefits
Comprehensive Metrics: View total, sent, delivered, read, and failed message counts, offering an overview of message performance.
Easy Tracking: Track the status of every WhatsApp message sent within workflows, enabling better monitoring and prompt actions on failed deliveries.
Quick Access to Performance Insights: Get real-time updates on your WhatsApp message status directly in your workflow.
How to View WhatsApp Statistics in Workflows
Step 1:
Go to the Automation section, navigate to Workflows, and click + Create Workflow and Start From Scratch.
Add a relevant trigger, such as a customer-booked appointment.
Note: Our Help Library contains numerous articles on Workflow Triggers. Check them out!
Step 2:
Click on the + icon to add the Whatsapp Action and select Statistics.
Step 3:
View all relevant WhatsApp message statistics, including total messages sent, pending, delivered, read, and failed messages.
Note: Customers who have turned off "Read Receipts" will be categorized under the "Delivered" status.
Statuses and Their Meanings
How to Export WhatsApp Statistics
Step 1:
Go to Automations > Workflow, which contains the WhatsApp action, and select Statistics.
Step 3:
View all the available statistics and click on the Export button to download the data.
Use Cases
Monitoring Message Performance in Marketing Campaigns
Businesses running WhatsApp marketing campaigns can track delivery, read rates, and failed messages to measure campaign success.
Example: A business sends promotional messages and notices a high failure rate—this helps them adjust their messaging strategy or template compliance.
Improving Customer Engagement and Follow-Ups
Track whether customers are reading appointment reminders, order updates, or support responses in real-time.
Example: If an important message (like a service appointment reminder) is not read, an automated SMS or email follow-up can be triggered.
Ensuring Compliance & Message Delivery Optimization
Helps businesses ensure WhatsApp messages are delivered properly and comply with Meta’s policies.
Example: If a large percentage of messages fail due to blacklisted templates, teams can revise and optimize them for better approval rates.
Tracking Customer Support Response Effectiveness
Customer service teams can analyze read rates to determine if customers are engaging with responses and escalate unresolved issues.
Example: If support messages go unread, businesses can call the customer or send an email to ensure resolution.
Segmenting Customers Based on Engagement
Helps in identifying inactive customers who are not responding or opening messages for re-engagement strategies.
Example: Customers who read messages but don’t respond could be targeted with personalized follow-ups or special offers.
Exporting & Analyzing WhatsApp Performance for Reporting
Businesses can download and analyze message statistics to optimize communication strategies.
Example: A business exporting monthly reports can identify peak engagement hours and schedule messages accordingly.
Optimizing Multi-Channel Communication Strategies
If WhatsApp messages fail, businesses can automate retries via SMS or email, ensuring customers still receive critical information.
Example: If a payment reminder fails on WhatsApp, an SMS is automatically triggered as a backup notification.
Detecting and Preventing Spam or Blocked Accounts
Businesses can monitor high failure rates, which may indicate spam flags or account restrictions from WhatsApp.
Example: If too many messages fail due to exceeding limits, teams can adjust sending frequency to stay compliant.
Pro Tip
Ensure that all messages are optimized for content and template formatting to avoid errors or failed deliveries. Regularly monitor your statistics for any unusual activity or high failure rates.
FAQ
Q: What data does the WhatsApp statistics feature offer?
A: The feature provides detailed analytics for WhatsApp actions, covering metrics like total messages sent, pending, successfully sent, delivered, messages read by recipients, and failed messages.
Q: Where can I find WhatsApp statistics for a workflow?
A: Go to Automation> choose the Workflow that includes a WhatsApp Action > click on the WhatsApp Action > select Statistics.
Q: What is indicated by the "Total" statistic?
A: The "Total" shows the complete count of WhatsApp messages triggered through the specified WhatsApp action in the workflow for the chosen date range.
Q: How do "Sent" and "Delivered" statuses differ?
A: "Sent" indicates that the message has been dispatched to the recipient (represented by one tick in WhatsApp), whereas "Delivered" confirms that the message has reached the recipient's device (shown as two ticks in WhatsApp).
Q: How are messages categorized if the recipient has disabled Read Receipts?
A: Such messages are listed under the Delivered status when the recipient has turned off Read Receipts.
Q: What does a "Failed" status mean?
A: A "Failed" status indicates that an error occurred while sending the message. Potential reasons include the recipient not being on WhatsApp, a blacklisted template, the WhatsApp account being blocked by Meta, or exceeding marketing template message limits per user.
Q: Is it possible to export WhatsApp statistics?
A: Yes, you can export the statistics by clicking the Export button in the Statistics section.
Q: Can individual message details be viewed in the statistics section?
A: Yes, the statistics view includes a table with details like recipient name, phone number, message status, and the timestamp of each message sent.