WhatsApp Usage Analytics

The usage limits are defined on your contract. You can check your monthly WhatsApp utilization on monthly basis and avoid exceeding the limit.

To see the current status, navigate to Reports > Usage Analytics.

You will see the WhatsApp Volume, 24 hours-unique conversations with customers in the selected month. You can also see the data of the allocation by country.

For example, 5,870,000 is your total monthly quota stated on your contract and 5,678 is the number of the WhatsApp messages delivered in the month selected.

Conversations

These are 24-hour message threads between you and your customers. Conversations are opened and charged when messages you send are delivered. The criteria for opening a conversation and categorizing it are explained below.

Conversation Categories

Conversations fall into the following categories:

• Marketing: Aimed at achieving various goals, from generating awareness to driving sales such as new product announcements, targeted promotions, and cart abandonment reminders.
• Utility: Meant for following up on user actions or requests such as opt-in confirmations, order/delivery management (e.g., delivery updates), account updates, or alerts (e.g., payment reminders), and feedback surveys.
• Authentication: Used to authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).
• Service: Reserved for resolving customer inquiries. Service conversations can only be opened with free-form messages. 

FAQ

Q: Why am I seeing different numbers on Overall Analytics and Usage Analytics?
A: Usage Analytics specifically focuses on 24-hour message threads between you and your customers. Conversations are initiated and charged when the messages you send are successfully delivered. However, Overall Analytics may display the total number of all messages sent, encompassing both delivered and undelivered messages. The Overall Analytics provides a comprehensive count of all messages. Therefore, it is normal to observe variations in the numbers between these two metrics. 

Q: What happens if I send a template message of a different category within 24 hours?
A: Sending a template message of a different category within 24 hours, when there is an existing open conversation, will result in a new conversation of the respective category. For example, sending a marketing message when there is an open authentication conversation will initiate a new marketing conversation, leading to two concurrent open conversations.

Q: Can I have multiple open conversations with a customer, and when does this occur?
A: Yes, the possibility of multiple open conversations arises in specific scenarios. For instance, sending a template message of a different category within 24 hours of an existing conversation or sending a template message during an already open service conversation can result in multiple concurrent conversations. 

Q: When is a new Service conversation opened?
A: If no open conversation exists between you and a customer, and the customer messages you (starting a customer service window), replying within 24 hours with a free-form message opens a new service conversation.
For example, if an open conversation of any category exists between you and a customer, and you send them a free-form message within 24 hours, no new conversation is opened. However, if no open conversation exists and the customer messages you (starting a customer service window), and you reply within 24 hours with a free-form message, a new service conversation is opened.