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Chat Analytics, 24h Window & Resolution Workflows

Overview & Conversational Lifecycle​

The Chat Analytics Suite (/dashboard/analytics?tab=dashboard) is the operational heartbeat of customer care and sales operations. It tracks the real-time velocity of conversations moving from initial inbound customer inquiries to resolution, monitors the strict Meta 24-hour customer service window, measures customer satisfaction (CSAT), and categorizes inquiries by tag topics.

The suite contains five specialized reporting tabs:

  1. Chats (dashboard): Overall conversation volume, status breakdowns, and active session queues.
  2. Expiring (expiring): Real-time monitoring of conversations approaching Meta's 24-hour messaging window deadline.
  3. Solved Reports (solved): Resolution velocity, closed chat quality metrics, closing remarks, and agent attribution.
  4. Feedback (feedback): CSAT star ratings (1–5★), rating distribution, daily rating trends, and written customer remarks.
  5. Tag Insights (tag-report): Frequency distribution of conversation tags and agent workload correlations.

1. Chats Dashboard (dashboard)​

The Chats tab provides a complete view of conversational volume across your connected WhatsApp numbers. It offers two sub-views: Overview (Daily Counts & Message Volume) and Detailed Sessions View.

The 8 Interactive Summary Filter Cards​

At the top of the Chats tab, 8 interactive cards display real-time chat status counts. Clicking any card instantly filters the sessions list:

┌────────────────────────────────────────────────────────────────────────────────────────────────────────┐
│ CONVERSATION LIFECYCLE SUMMARY                                                                         │
├─────────────┬─────────────┬─────────────┬─────────────┬─────────────┬─────────────┬───────────┬────────┤
│ TOTAL       │ NEW         │ RETURNING   │ PENDING     │ SOLVED      │ JUNK OPEN   │ OPEN      │EXPIRING│
│ 3,420       │ 1,280       │ 2,140       │ 142         │ 2,840       │ 25          │ 184       │ 184    │
│ [All Chats] │ [First-time]│ [Repeat]    │ [Awaiting]  │ [Concluded] │ [Spam Open] │ [Action]  │ [< 24h]│
└─────────────┴─────────────┴─────────────┴─────────────┴─────────────┴─────────────┴───────────┴────────┘

Conversation Status Definitions​

Every conversation in Wabixo exists in one of six distinct lifecycle states:

Status CodeBadge StyleOperational MeaningAgent Action Required
openGreen BadgeActive conversation requiring agent or bot response.Reply to customer; maintain sub-2-minute FRT.
pendingZinc / GrayConversation awaiting customer response, payment confirmation, or external update.Follow up if customer does not reply within 12 hours.
solvedSlate GrayInquiry successfully resolved and closed by agent or bot.None. Post-chat CSAT survey is dispatched automatically.
expiredMuted Gray24-hour Meta service window expired before resolution.Outbound reply requires a paid Meta Message Template.
junk_openZinc OutlineIdentified as spam, marketing inbound, or wrong number, but remains in open queue.Review and mark as closed junk.
junkZinc OutlineConfirmed spam or irrelevant inquiry, excluded from response time metrics.None. Retained for historical audit.

Two Distinct Sub-Views​

  1. Overview Sub-Tab:
    • Renders the Daily Report table detailing inbound/outbound messages, total conversations, and agent response breakdown per calendar day.
    • Renders the Chat Counts Table aggregating cumulative historical volumes across all lifecycle statuses.
  2. Detailed Sessions Sub-Tab:
    • Displays live conversation threads with columns:
      • Contact: Customer name, avatar, and masked phone number (+91 98765 *****).
      • Status: Color-coded status badge (open, pending, solved, expired, junk).
      • Started: Timestamp when the conversation was initiated.
      • Last Message: Timestamp of the latest message activity.
      • Tags: Badges for manual and automated workflow tags.
      • Expires In: Dynamic countdown timer showing remaining runway in Meta's 24-hour window.
      • Action: 1-click Open in Chat button linking directly to /dashboard/teamInbox?chatId=<id>.

2. Expiring Chats Monitor (expiring)​

Under Meta's official WhatsApp Business Platform policies, businesses are granted a 24-hour customer service window starting from the exact timestamp of the customer's last inbound message (window_expires_at = last_inbound + 86400).

  • Within this 24-hour window, agents and bots can exchange unlimited freeform text, images, voice notes, and PDF documents at no per-message cost.
  • Once 24 hours elapse without a new customer reply, the window closes. Agents can only re-engage the customer by sending a pre-approved, paid Meta Message Template.

The Expiring Chats Monitor serves as an operational radar to prevent service windows from lapsing unnoticed on open conversations.

┌────────────────────────────────────────────────────────────────────────────────────────┐
│ EXPIRING CHATS MONITOR (REAL-TIME 24H WINDOW RADAR)                                    │
├────────────────────┬────────────────────┬────────────────────┬─────────────────────────┤
│ < 6 HOURS          │ 6 – 12 HOURS       │ 12 – 18 HOURS      │ 18 – 24 HOURS           │
│ 14 Chats           │ 28 Chats           │ 45 Chats           │ 97 Chats                │
│ [🚨 Critical Alert]│ [⚠️ High Priority] │ [🟡 Moderate]      │ [🔵 Healthy Window]     │
└────────────────────┴────────────────────┴────────────────────┴─────────────────────────┘

The 4 Urgency Countdown Buckets​

Database queries evaluate window_expires_at against the current epoch timestamp:

  1. Bucket < 6h (now to now + 21,600s) — Critical Alert (Red):
    • Conversations with less than 6 hours remaining before the window shuts permanently.
    • Recommended Action: Supervisors should assign these threads immediately or dispatch a follow-up inquiry to prompt a customer reply (which resets the 24-hour window for another full day).
  2. Bucket 6h – 12h (now + 21,600s to now + 43,200s) — High Priority (Amber):
    • Conversations that will expire during the current or upcoming shift.
    • Recommended Action: Complete open diagnostic steps or confirm pending appointments before shift handover.
  3. Bucket 12h – 18h (now + 43,200s to now + 64,800s) — Moderate Priority (Yellow):
    • Mid-lifecycle conversations awaiting customer input.
  4. Bucket 18h – 24h (now + 64,800s to now + 86,400s) — Healthy Window (Blue):
    • Newly initiated customer conversations with ample response runway.

[!TIP] Resetting the 24-Hour Clock: Any inbound message sent by the customer immediately resets the 24-hour window back to 24:00:00. If an agent sends a proactive message and the customer replies "Thank you", the freeform messaging window is extended for another 24 hours.

3. Solved Reports (solved)​

The Solved Reports tab provides a quality and speed audit of all concluded customer interactions.

┌──────────────────────────────────────────────────────────────────────────────────────────────────┐
│ SOLVED PERFORMANCE OVERVIEW                                                                      │
├────────────────────┬────────────────────┬────────────────────┬────────────────────┬──────────────┤
│ TOTAL SOLVE EVENTS │ UNIQUE CHATS       │ AVG RESOLUTION     │ AVG RATING         │ TOTAL RATINGS│
│ 2,840              │ 2,410              │ 11m 45s            │ ★ 4.8 / 5.0        │ 1,450        │
│ [Concluded events] │ [Distinct threads] │ [Arrival to close] │ [Customer CSAT avg]│ [Reviews]    │
└────────────────────┴────────────────────┴────────────────────┴────────────────────┴──────────────┘

The 5 Solved Summary Cards​

  1. Total Solve Events: Cumulative count of times conversations were marked resolved in the period (including re-opened threads).
  2. Unique Chats: Number of distinct customer threads resolved.
  3. Avg Resolution: Average elapsed duration from conversation creation to resolution (avgResolutionTime_formatted).
  4. Avg Rating: Mean customer satisfaction rating (1.0 to 5.0★) accompanied by a gold star icon.
  5. Total Ratings: Total number of verified customer CSAT survey submissions.

Agent Performance Grid​

Directly beneath the summary cards, interactive agent cards display top performers:

  • Agent avatar, display name, and unique resolved chat counts.
  • Average resolution time and CSAT rating.
  • 1-Click Filter: Clicking any agent card filters the entire table below to that specific team member.

Solved Audit Table Columns​

  • Contact: Customer name and masked mobile number.
  • Solved By: Name and avatar of the staff agent who solved the conversation.
  • Resolution Time: Elapsed duration from conversation creation to resolution.
  • Rating: Star rating awarded by the customer (1–5★).
  • Closing Remark: Mandatory notes recorded by the agent upon closing the chat (e.g., "Package booked for Saturday 3 PM. Advance received.").
  • Tags: Categorization tags attached during resolution.
  • Action: Chevron button opening the comprehensive Solved Chat Detail Modal.

Interactive Chat Detail Modal (SolvedChatDetail)​

Clicking any row in the Solved table opens a dedicated multi-section modal:

  • Chat Profile & Identity: Customer contact details, assigned agent, and resolution timestamps.
  • Customer Rating & Remark: Star score and feedback comment left by the customer.
  • Closing Remarks History: Audit trail of all closing remarks logged across multiple shifts.
  • Tag Assignment History: Historical record of every tag added or removed, including author and timestamps.
  • Assignment History: Complete transfer log showing assigned_from, assigned_to, assigned_by, and transfer reasons.
  • Message Statistics: Total messages, customer messages, agent messages, and First Response Time (FRT).

4. Customer Feedback & CSAT (feedback)​

When Automated CSAT Surveys are enabled in Settings > Automations, resolving a conversation triggers an automated interactive WhatsApp survey asking the customer: "How would you rate your support experience today?" with interactive 1 to 5-star buttons.

Dual Overview Cards: Rating Distribution & Daily Trend Line Chart​

The Feedback tab pairs star distribution metrics with a continuous SVG trend chart:

┌──────────────────────────────────────────────┬────────────────────────────────────────────────────────┐
│ RATING OVERVIEW                              │ DAILY RATING TREND                                     │
├──────────────────────────────────────────────┼────────────────────────────────────────────────────────┤
│ Average CSAT: ★ 4.85 / 5.00                  │ 5.0│               ╭─────● Daily Avg Rating             │
│ Based on 1,450 customer ratings              │ 4.0│       ╭───────╯                                    │
│                                              │ 3.0│  ╭────╯                                            │
│ 5 Stars: [██████████████████████░░] 1,178    │ 2.0│──┴────────────────────────────────                 │
│ 4 Stars: [████░░░░░░░░░░░░░░░░░░░░]   189    │ 1.0└────────────────────────────────────────► Time     │
│ 3 Stars: [█░░░░░░░░░░░░░░░░░░░░░░░]    55    │     01 Oct   05 Oct   10 Oct   15 Oct   20 Oct         │
│ 2 Stars: [░░░░░░░░░░░░░░░░░░░░░░░░]    18    │                                                        │
│ 1 Star:  [░░░░░░░░░░░░░░░░░░░░░░░░]    10    │ [Interactive hover tooltips with daily average & count]│
└──────────────────────────────────────────────┴────────────────────────────────────────────────────────┘

Feedback Remarks Table​

Beneath the overview cards, the feedback table logs customer remarks:

  • Filter by Rating: Managers can isolate 1-star and 2-star reviews with one click to investigate complaints and service breakdowns.
  • Filter by Agent: Audit individual staff members to evaluate customer satisfaction scores.
  • Table Columns: Customer (name, masked phone), Date, Rating (1–5 gold stars), Agent (avatar + name), Remark (written text), and Action (View Chat link opening /dashboard/teamInbox?chatId=...).

5. Tag Insights (tag-report)​

Tags classify customer conversations by inquiry type, service interest, or customer demographic. The Tag Insights tab provides two specialized operational lenses:

  1. Volume Distribution (volume): Frequency analysis of tags across selected timeframes, broken down by lifecycle status (open, pending, solved, junk).
  2. Agent Workload Matrix (workload): Which agents are handling specific tag categories and conversation volumes.

Tag Types:​

  • Manual Tags: Tags attached manually by agents during conversation handling (e.g. #KeratinTreatment, #HighValueLead, #BillingDispute).
  • Reply Material Tags: Tags attached automatically by bots or automated workflow rules based on keywords.

Interactive Tag Drill-Down Modal​

Clicking on any tag bar opens the Drill-Down Modal, listing every conversation with that tag:

  • Customer Name & Phone Number (with PII masking).
  • Current Status (open, pending, solved, junk).
  • Assigned Agent Name.
  • Last Message Snippet & Timestamp.
  • 1-Click link to open the conversation directly in the Team Inbox.

6. Customer Support AI Agent Playbook & FAQs​

Use this knowledge base to resolve customer inquiries regarding chat statuses, 24-hour windows, and CSAT.

Q1: "Why can't my agent send a normal text message to an expired chat?"​

Resolution: This is a restriction imposed by Meta's WhatsApp Business Messaging Policy, not a technical bug.

  • Businesses have a 24-hour customer service window starting from the customer's last message.
  • Once 24 hours pass, Meta blocks freeform session text to protect users from unsolicited spam.
  • To re-engage the customer, the agent must click Send Template in the Team Inbox and dispatch a pre-approved Meta Message Template. Once the customer replies to that template, the 24-hour freeform messaging window reopens immediately.

Q2: "What is the difference between 'Pending' and 'Open' chat status?"​

Resolution:

  • Open: The customer is waiting for your team to reply, or an active conversation is ongoing. Open chats count against an agent's active workload capacity.
  • Pending: Your agent has already replied, and you are waiting for the customer to respond with information (such as an appointment time or payment proof). Moving inactive conversations to Pending frees up agent capacity for new incoming leads.

Q3: "How do I make Closing Remarks mandatory before an agent can resolve a chat?"​

Resolution: Workspace administrators can enforce closing remarks:

  1. Go to Settings > General Settings.
  2. Enable the toggle Require Closing Remarks on Resolve.
  3. Once enabled, whenever an agent clicks Resolve in the Team Inbox, a dialog requires them to type resolution notes and select at least one tag before the chat can be closed.

Q4: "Where can I view all closing remarks recorded for a solved conversation?"​

Resolution: Open Analytics > Chat Analytics > Solved Reports. Find the conversation row and click the right arrow to open the Solved Chat Detail Modal. Under the Closing Remarks section, you will see a chronological log of all remarks entered by agents across shifts.