Getting started
Where is Analytics in the app?
Open the sidebar → Analytics (route/analytics). Pick a connected channel → View analytics.
Which channels have full analytics?
WhatsApp only today. Messenger and Instagram appear on the Analytics home page but detailed charts export only from WhatsApp channel analytics.Do I need a specific plan?
Reports are included on Starter and above (see pricing reference). Analytics does not require Growth/Advanced.Why do I see “No connected channels”?
Connect WhatsApp (or other channels) under Settings → Workspace → Channels, then return to Analytics.Date ranges & refresh
What is the default time period?
Last 7 days when you open WhatsApp channel analytics.How do I change the date range?
Use the Time period dropdown (Today, 7d, 30d, 60d, 90d, Custom), then click Apply. Optional: calendar popover for custom start/end.I changed the dropdown but numbers didn’t update
You must click Apply after changing the period.What does “% vs previous” mean on the Sent card?
It compares the current range to the previous period of equal length (e.g. this week vs last week).How do I refresh data?
Click Refresh at the top of WhatsApp analytics — reloads summary, chart, logs, and template sections from the API. Totals may still match the prior fetch for up to ~10 minutes because the backend caches summary aggregates.Is there a 14-day preset in the dashboard?
Not in the UI dropdown (Today, 7d, 30d, 60d, 90d, Custom only). Co-Admin and the REST API acceptrange=14d if you need exactly two weeks.
Does message log export include all matching messages?
No. Export uses the same filters but only the first page (10 rows) unless you addper_page (max 50) to the export URL. Paginate in the UI or export multiple times for large sets.
What does “DB-powered” mean on the WhatsApp analytics page?
Counts come from Vendschat’s message database (sends + WhatsApp delivery webhooks), not from opening Meta Business Manager. Numbers should be close to Meta but are the product’s operational source of truth.Can Co-Admin filter contact stats by label?
Yes —get_contact_analytics accepts an optional label name to scope message counts to threads with that label.
Metrics & definitions
What’s the difference between sent, delivered, and read?
- Sent — left your Vendschat/WhatsApp connection
- Delivered — reached the customer’s phone
- Read — customer opened the chat (read receipt)
How is delivery rate calculated?
Delivered ÷ Sent × 100%How is read rate calculated?
Read ÷ Delivered × 100% (not divided by sent)Why is read rate lower than delivery rate?
Many users disable read receipts or don’t open messages — normal for marketing.What counts as a failed message?
Meta/WhatsApp rejected the send or delivery failed — invalid number, template issue, policy block, etc.Do internal team notes count?
No. Internal messages (is_internal) are excluded from analytics totals.
Do inbound customer messages count in the top summary cards?
No for Sent/Delivered/Read/Failed cards — those are outbound. Use Message logs → Received Messages for inbound.Why don’t my numbers match Meta Business Manager?
Vendschat Analytics uses your message database synced via webhooks. Small timing differences vs Meta’s UI are normal. Use Meta for billing/conversation charges; use Vendschat for ops and campaigns.Templates & broadcasts
How do I compare two WhatsApp templates?
Analytics → WhatsApp channel → Template performance — select each template from the dropdown and compare reply rate and button breakdown.How long should I wait after a broadcast to check read rate?
At least 24 hours — read receipts trickle in.What is “button click rate”?
Inbound replies after a template send that have message content — used as a proxy for button or quick-reply engagement.Which template category shows in “Conversation type”?
Categories from your approved templates: marketing, utility, authentication, transactional, or service (default).Message logs
Where are the real message logs?
Analytics → [WhatsApp channel] → Message logs at the bottom. The message log table on the main/analytics page is a UI preview with sample data — use the channel page for live logs.
How do I find failed messages from yesterday?
Set Time period to Today or Last 7 days → Apply. In Message logs: Status Failed, optionally type Template.How do I search by phone number?
Use the Search by phone number field in Message logs.How many messages show per page?
10 per page with pagination controls.What’s in the message detail popup?
Full body, phone, contact name, direction, type, template name, status, external message ID, thread ID, and timeline (sent/delivered/read/failed timestamps).Can I export message logs?
Yes — Export on the Message logs section downloads CSV with current filters.Exports & reporting
What can I export?
CSV for: summary, daily trend, conversation types, top countries, template performance, message logs.How do I share results with a client?
Export CSV or screenshot summary cards — no need to give Meta Business Manager access.What format are exports?
CSV files downloaded in the browser (e.g.whatsapp-analytics-summary.csv).
Troubleshooting
Delivery rate dropped suddenly
- Check Failed count in summary
- Filter logs by Failed — look for template rejection or invalid numbers
- Compare Message trend for the drop date
- Verify template still Approved in Templates