> ## Documentation Index > Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt > Use this file to discover all available pages before exploring further. # Analytics FAQ > Question-and-answer bank for Co-Admin when customers ask about Analytics, delivery rates, exports, templates, and message logs. Question-and-answer bank for Co-Admin when customers ask about **Analytics**, delivery rates, exports, templates, and message logs. *** ## 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](/billing/pricing-plans-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 accept `range=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 add `per_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 1. Check **Failed** count in summary 2. Filter logs by **Failed** — look for template rejection or invalid numbers 3. Compare **Message trend** for the drop date 4. Verify template still **Approved** in **Templates** ### Read rate is 0% but delivered is high Read receipts may be off for recipients, or it’s too soon after send — wait 24h. ### Analytics page says “Workspace not found” Switch to the correct **workspace** in **Settings** (workspace switcher). ### Messenger analytics shows “WhatsApp only” Expected — full analytics not shipped for Messenger yet. Use **Chat** for conversation history. ### I don’t see my new WhatsApp number Connect it in **Settings → Workspace → Channels**, then refresh **Analytics** home. *** ## Co-Admin vs Analytics ### Can Co-Admin tell me delivery rate? Yes — ask e.g. *“What’s our WhatsApp delivery rate this week?”* Co-Admin uses channel analytics data (default 7 days). ### Can Co-Admin look up one customer? Yes — provide **phone or email**: *“How many messages did +1 555 123 4567 get?”* Names alone are not enough. ### When should I open the dashboard instead of asking Co-Admin? When you need **charts**, **CSV export**, **custom date ranges**, or **template button breakdown** UI. ### Does Co-Admin show live open thread count? That’s **workspace overview**, not channel analytics — Co-Admin handles both depending on the question. *** ## Billing & Meta fees ### Does Analytics show Meta WhatsApp charges? **Estimated** outbound cost may appear in **Co-Admin contact lookup** — approximate only. Actual Meta **conversation fees** are billed by Meta/your BSP, separate from Vendschat subscription. See [billing docs](/billing/plans-and-usage). *** ## Related * [Analytics overview](/analytics/analytics-overview) * [Analytics & message performance](/analytics/channel-performance) * [Analytics metrics reference](/analytics/analytics-metrics-reference)