The Messaging Tab provides detailed insight into all bidirectional messaging activity and delivery performance metrics across channels such as SMS, Email, Push, WhatsApp, and RCS. This section is ideal for tracking message exchange volumes, delivery success, and sender performance.

In addition to the Date Range Filter, it has four distinct sections:

• KPI Snapshots, (Total messages exchanged)
• Traffic by Sender
• Breakdown of Messages Exchanged
• General Data Visualization
• Messaging Log

Dashboard

KPIs

The KPI Snapshots correspond to the period defined in the Show Date Range Filter, and they represent totals for that period exclusively.

• Total Messages: Total number of Messages exchanged from the Platform through all Delivery Channels (SMS, Email, Push, WhatsApp, and RCS).
• Outbound Messages: Total number of SMS, Email, Push, WhatsApp, and RCS messages sent from the Platform.
• Inbound Messages: Total number of SMS, WhatsApp, and RCS messages received by the Platform.

Messages Exchanged

The Breakdown of Messages Exchanged is shown in a table that identifies the messages exchanged by channel type.

The four columns and their description are:

• Channel. Identifies the channel type involved in the engagement. Three channels have the capability of being bidirectional – SMS, WhatsApp, RCS – while the Email and Push channels are only outbound capable.
• Outbound. As in the case of the KPIs before, the Outbound column shows the messages sent by the platform, but in the table, it breaks it down on per per-channel-type basis.
• Inbound. Displays the messages received by the platform, but in the table, it breaks it down on per per-channel type basis. Email and Push channels are excluded since this capability does not apply to those cases.
• Total. Shows the sum of Outbound and Inbound exchanges on a per-channel basis

Additionally, the Outbound, Inbound, and Total column headers can be selected to order the results in increasing or decreasing order.

To analyze the traffic between each sender alongside its respective delivery channel (SMS, Email, Push notifications, WhatsApp, RCS), go to the Traffic by Sender section.

General Data Visualization

The platform provides different types of graphs to visualize data and display statistics on the total messages sent for each delivery channel: SMS, Email, Push Notifications, WhatsApp, RCS.

Under the breakdown table of the Dashboard, you will find two Data Visualization Graphs:

• Total Messages Line Graph (Timeline)

• Channel Distribution Pie Chart

Total Messages

This graph displays on a timeline the total number of messages over the selected Date Range and by Channel, identified by a color code legend, SMS, Email, Push, WhatsApp, and RCS, as shown on the top right corner of the graph.

By default, the graph displays all channels. You can isolate specific channels by selecting the channels on the color-coded legend which will toggle them on/off.

The horizontal axis displays the selected Date range and the vertical axis displays the total number of Messages per channel on any given date.

Channel Distribution Pie Chart

The pie chart displays the percentage of messages by channel: SMS, Email, Push, WhatsApp and RCS.

Hovering over the graphs will display additional options, as icons, that can be used with the graphs to identify and enhance the data being displayed.

These are actions associated to each icon:

Messaging Logs

Messaging Logs refer to a detailed and chronological record of all message interactions that occur across the delivery channels, such as SMS, Email, Push Notifications, WhatsApp, and RCS. To know more about the record of each outbound and inbound message, go to the Messaging Logs section.

Traffic by Sender

This section enables you to analyze the traffic between each sender alongside its respective delivery channel (SMS, Email, Push notifications, WhatsApp, RCS).

To enter the Traffic by Sender Dashboard, click the View Details button located next to the date range filter.

Three tabs allow you to check the overall count of messages sent from each particular sender in both MT (Outbound) and MO (Inbound) directions and their status:

• Messages tab
• Messages Performance tab
• Conversations

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NOTE

You are able to apply three filters in the entire report:

• Date Range -> When selecting the "This Week" option, the date range filter could consider Sunday as the first day of the week, depending on the browser's timezone.
• Filter by Channel
• Filter by sender

According to the filter or filters selected, the report data will be filtered in the three tabs.

Messages tab

The Messages tab displays a table summarizing the number of messages sent (MT), received (MO), and delivery rates per sender and channel. This includes information on the success rate of delivered messages for each sender, too.

The table consists of the following columns:

For a detailed explanation of Tier levels, Quality Rating values, and Status definitions, please refer to the corresponding documentation section: WhatsApp Sender Quality Rating & Status.

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NOTE

If a WhatsApp sender has been deactivated or permanently removed from the space, any message data associated with that sender will no longer be retrievable. This means that historical metrics such as Delivery Rate, Outbound, Inbound, and Total Messages will not be displayed in the table.

Even when applying filters by date range corresponding to the sender’s active period, the platform will not display any messaging records linked to a sender that is no longer available.

To preserve continuity in reporting and historical analysis, it is recommended to export relevant data before a sender is decommissioned or removed from service.

Messages Performance tab

The Messages Performance tab provides a detailed visualization and analysis of message delivery outcomes across all delivery channels (SMS, Email, Push, WhatsApp, RCS). It helps you monitor performance metrics, identify delivery issues, and evaluate overall messaging effectiveness.

This section includes three main components:

• KPI Summary (Key Performance Indicators)
• Performance Table
• Data Visualization Graphs

The KPIs located at the top of the Messages Performance tab are the following:

• Outbound Messages: Total number of messages sent through all channels combined.
• Delivery Rate: Percentage of outbound messages that were successfully delivered.
• Failed Rate: Percentage of messages that failed before reaching the recipient.
• Transit Rate: Percentage of messages still pending a final delivery status (e.g., in queue, no coverage, etc.)

This table appears directly below the KPIs and breaks down performance metrics per delivery channel..

The table consists of the following columns:

Below the performance table, two graphs provide visual insight into messaging activity and performance:

• Total Messages by Status & Channel: This chart displays on a timeline the total number of messages that have been sent (outbound), delivered, in transit, and failed over the selected Date Range and by delivery channel.

  Each message status is identified by a color code legend as shown on the top right corner of the graph.

By default, the graph displays all delivery channels and status. To filter specific channels, choose the desired channel you want to filter and click on it . For specific status, select the desired status on the color-coded legend which will toggle them on/off.

The horizontal axis displays the selected date range along with all the delivery channels, and the vertical axis displays the total number of Messages per status on any given date.

• Message Status Distribution Pie Chart: This pie chart displays the overall percentage distribution of messages based on their status: Delivered, Transit, Failed.

Conversations tab

The Conversations tab provides detailed insights into WhatsApp conversation metrics associated with the WhatsApp Business Account (WABA) used in the platform.

To access this tab, select the WhatsApp option from the Filter by Channel dropdown.

WhatsApp Conversations are 24-hour message threads between you and your customers. Conversations can be opened by sending either free-form messages or template messages.

Conversations are categorized into one of the following categories:

• Authentication
• Marketing
• Service
• Utility

At the top of the conversations tab, you can filter by date range and WhatsApp sender. Selecting one or both of these filters will modify the conversation data displayed in the table.

This table shows the total number of conversations in each category per sender.

The columns displayed in the table are the following:

• Sender: WhatsApp Sending identity (sender).

• Status: Indicates the current connectivity state of the sender with the platform. A status of CONNECTED means the sender is actively linked and able to send and receive messages.

• Quality Rating: Reflects the performance level of the sender, based on user engagement and message quality as determined by Meta. A High rating suggests good message delivery performance and user experience.

• Tier: Displays the messaging tier level assigned to the sender, which determines the maximum number of business-initiated conversations allowed per day. For example, a Tier value of 1,000 allows up to 1,000 customer-initiated conversations daily using approved templates.

• Authentication: Authentication conversations enable you to authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).

• Marketing: Marketing conversations include promotions or offers, informational updates, or invitations for customers to respond or take action.

• Service: Service conversations help you resolve customer inquiries.

• Utility: Utility conversations facilitate a specific, agreed-upon request or transaction, or update a customer about an ongoing transaction. These may include transaction confirmations, transaction updates, and/or post-purchase notifications.

• Total Conversations: Total number of conversations for each sender.

• Details: By selecting the Details icon, it will display the total of conversations for each category and country of the chosen sender.

  

  
  

For a detailed explanation of Tier levels, Quality Rating values, and Status definitions, please refer to the corresponding documentation section: WhatsApp Sender Quality Rating & Status.

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NOTE

If a WhatsApp sender has been deactivated or permanently removed from the space, any message data associated with that sender will no longer be retrievable. This means that historical metrics such as Delivery Rate, Outbound, Inbound, and Total Messages will not be displayed in the table.

Even when applying filters by date range corresponding to the sender’s active period, the platform will not display any messaging records linked to a sender that is no longer available.

To preserve continuity in reporting and historical analysis, it is recommended to export relevant data before a sender is decommissioned or removed from service.