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Messaging Metrics, Template Logs & Unsubscribe Auditing

Overview & Conversational Telemetry​

High-volume WhatsApp Business operations require deep visibility into message traffic curves, template delivery tracking, and strict regulatory compliance regarding customer opt-outs.

The Messaging Analytics Suite (/dashboard/analytics?tab=messaging) unifies three operational systems:

  1. Messaging Metrics (messaging): Message delivery funnel, channel activity volume (Inbound vs Manual Out vs Auto Bot), multi-line delivery status time series, agent contribution breakdown, and expandable daily reports.
  2. Template Logs (template-logs): A granular, message-by-message audit trail for every pre-approved Meta WhatsApp template dispatched, complete with 1-click links to the live Team Inbox.
  3. Unsubscribe Report (unsubscribe): Complete opt-out compliance management, Do Not Disturb (DND) list imports, and single-click subscriber restoration.

1. Messaging Metrics (messaging)​

The Messaging tab visualizes conversational traffic flows and delivery health across your connected WhatsApp numbers to assist operations teams in staff shift scheduling and capacity planning.

Date Range Controls & 90-Day Protection Rule​

  • Quick Presets: Select from Today (1D), 7 Days, 30 Days, or 90 Days.
  • 90-Day Query Limit: To prevent server memory exhaustion and database lock contention on high-volume accounts, queries are strictly capped at a maximum of 90 consecutive days.
  • If a user attempts to select a start and end date span greater than 90 days, the engine automatically clamps the range to 90 days and displays a toast notification: "Date range limited to maximum 90 days".
┌────────────────────────────────────────────────────────────────────────────────────────┐
│ MESSAGE DELIVERY FUNNEL                                                                │
├────────────────────┬────────────────────┬────────────────────┬─────────────────────────┤
│ TOTAL SUBMITTED    │ TOTAL SENT         │ TOTAL DELIVERED    │ TOTAL FAILED            │
│ 48,250             │ 47,820             │ 46,140             │ 430                     │
│ [Submitted to API] │ [Meta dispatched]  │ [Handset reached]  │ [Delivery errors]       │
└────────────────────┴────────────────────┴────────────────────┴─────────────────────────┘

┌────────────────────────────────────────────────────────────────────────────────────────┐
│ VOLUME & SESSION METRICS                                                               │
├────────────────────┬────────────────────┬────────────────────┬─────────────────────────┤
│ INBOUND            │ MANUAL OUT         │ AUTO OUT (BOT)     │ NEW CHATS               │
│ 21,340             │ 15,220             │ 11,690             │ 1,840                   │
│ [Customer inbound] │ [Agent manual sent]│ [System & Bot sent]│ [First-time contacts]   │
└────────────────────┴────────────────────┴────────────────────┴─────────────────────────┘

1. Delivery Funnel KPI Cards​

  • Total Submitted: Messages submitted to the platform's messaging queue.
  • Total Sent: Messages handed off successfully to Meta's WhatsApp Cloud API.
  • Total Delivered: Messages acknowledged by recipient mobile devices (two gray checkmarks).
  • Total Failed: Transmissions rejected by Meta (unregistered WhatsApp numbers, rate limits, or network timeouts).

2. Volume & Session Metrics​

  • Inbound: Customer-initiated incoming messages.
  • Manual Out: Messages manually composed and dispatched by human frontline agents in the Team Inbox.
  • Auto Out (Bot): Automated replies sent by AI agents, workflow bots, and out-of-office automations.
  • New Chats: Net-new customer conversation threads initiated within the timeframe.

2. Multi-Line Time Series SVG Chart & Agent Contribution​

Directly below the summary cards, the Messaging tab renders two analytical components:

Message Throughput
  ▲
6k│               ╭─────● Delivered (Green)
4k│       ╭───────╯     │
2k│  ╭────╯             ● Inbound (Blue)
  │──┴──────────────────● Failed (Red)
 0└────────────────────────────────────────► Time (Days)
    01 Oct   05 Oct   10 Oct   15 Oct   20 Oct

A. Multi-Series Time Series Chart​

Plots 5 normalized metric lines over the selected date range:

  • Blue Line: Customer Inbound Messages.
  • Slate Gray Line: Messages Submitted.
  • Violet Line: Messages Dispatched / Sent.
  • Emerald Green Line: Handset Delivery Confirmations.
  • Red Line: Delivery Failures.
  • Interactive Crosshair Tooltip: Hovering over any point reveals the exact numerical values for that calendar date.

B. Agent Contribution in Manual Outbound​

Tracks the distribution of manual messaging workload across team members:

  • Searchable Staff List: Search by agent name to filter large team rosters.
  • Contribution Percentage: Visual progress bars displaying each agent's share of total manual outbound messages (e.g., Ananya Sharma: 2,450 msgs [28.4%]).

3. Daily Aggregated Reporting with Expandable Rows​

The lower section of the Messaging tab provides a comprehensive calendar breakdown:

Date BucketInboundManual OutAuto Out (Bot)Total OutboundDelivery Funnel (Delivered / Sent)Expand
28 Sep 20262,8401,9201,4503,3703,280 / 3,370 (97.3%)🔽 Details
27 Sep 20263,1202,1501,5803,7303,640 / 3,730 (97.6%)🔽 Details
26 Sep 20262,4501,6801,2202,9002,810 / 2,900 (96.9%)🔽 Details

Expandable Sub-Table​

Clicking on any date row expands an itemized sub-table revealing:

  1. Hourly volume breakdown for that specific calendar date.
  2. Individual agent message output (number of manual replies sent by each team member on that day).
  3. Inbound vs outbound ratio for that date.

4. Template Logs (template-logs)​

The Template Logs tab provides an audit log of every individual pre-approved Meta WhatsApp template dispatched across your workspace (from broadcast campaigns, automations, bot flows, or manual agent dispatches).

┌────────────────────────────────────────────────────────────────────────────────────────┐
│ REAL-TIME TEMPLATE DISPATCH LOG                                                        │
├────────────────────────────────────────────────────────────────────────────────────────┤
│ [📅 Presets: Today | 7D | 30D] [👤 Sender: All ▼] [🔍 Search Mobile / Template...]     │
│                                                                                        │
│ Sent At     | Sender       | Template Name   | Recipient       | Status    | Action    │
│ ----------- | ------------ | --------------- | --------------- | --------- | --------- │
│ 28 Sep 15:42| Rajesh Kumar | booking_confirm | +91 98765 43210 | Read      | View Chat │
│ 28 Sep 15:40| System       | festive_gala_v1 | +91 91234 56789 | Delivered | View Chat │
│ 28 Sep 15:38| System       | order_receipt   | +91 99887 76655 | Sent      | View Chat │
│ 28 Sep 15:35| Ananya Sharma| appointment_rem | +91 98111 22233 | Failed    | View Chat │
└────────────────────────────────────────────────────────────────────────────────────────┘

Table Columns & Diagnostic Tools​

  • Sent At: Formatted dispatch timestamp (MMM D, h:mm:ss A).
  • Sender: Identifies whether the message was triggered by an agent (e.g. Rajesh Kumar) or automated workflows (System).
  • Template Name: The exact Meta-approved template identifier dispatched.
  • Recipient: Customer mobile number formatted with country code.
  • Status Badge:
    • Sent (Zinc): Message handed off to Meta Cloud API.
    • Delivered (Blue/Teal): Acknowledged by recipient handset (two gray checkmarks).
    • Read (Green): Opened and viewed by recipient (two blue checkmarks).
    • Failed (Red): Message delivery failed.
  • Action (View Chat): Hovering over any row reveals the View Chat button. Clicking opens the customer conversation directly in the Team Inbox (/dashboard/teamInbox/:chatId) in a new browser tab.

5. Unsubscribe Report (unsubscribe)​

Maintaining strict opt-out compliance is vital for preserving your WhatsApp Business Quality Rating (Green tier) and preventing Meta account bans.

The Unsubscribe Report (/dashboard/analytics?tab=unsubscribe) tracks every contact who has requested to opt out of promotional messages.

┌────────────────────────────────────────────────────────────────────────────────────────┐
│ UNSUBSCRIBE COMPLIANCE AUDIT & DND REGISTRY                                            │
├────────────────────────────────────────────────────────────────────────────────────────┤
│ [📅 Filter by Date: From - To] [🔍 Search Mobile Number...]                            │
│                                                                                        │
│ [x] | Sr. | Mobile Number   | Keyword Trigger | Date & Time        | Actions           │
│ --- | --- | --------------- | --------------- | ------------------ | ----------------- │
│ [ ] | 01. | 918765432100    | STOP            | 28-06-2026 14:35:12| [ 🔄 Restore ]    │
│ [ ] | 02. | 919999988888    | UNSUBSCRIBE     | 29-06-2026 09:12:04| [ 🔄 Restore ]    │
│                                                                                        │
│ [ 📥 Bulk Import DND CSV ]       [ 🗑️ Bulk Restore Selected Opt-Ins ]                 │
└────────────────────────────────────────────────────────────────────────────────────────┘

Automatic Campaign Suppression Architecture​

  1. Zero-Leakage Protection: Whenever a broadcast campaign is scheduled in the Marketing Wizard, the system automatically cross-references recipient contacts against this active Unsubscribe Registry.
  2. Automatic Suppression: Any mobile number appearing on the unsubscribe list is automatically stripped from the dispatch queue, preventing accidental messages and conserving marketing wallet credits.
  3. Keyword Triggers: Wabixo automatically monitors inbound messages for universal opt-out keywords:
    • STOP, UNSUBSCRIBE, CANCEL, OPTOUT, QUIT.
    • When detected, the contact is immediately added to the Unsubscribe Registry, and an optional confirmation message is sent: "You have been unsubscribed from promotional updates."

Bulk DND CSV Ingestion​

If your business maintains an external Do Not Disturb (DND) registry (e.g. from an older CRM or SMS platform):

  1. Click Bulk Import DND CSV.
  2. Select your CSV file containing a column named mobileNo (with country codes).
  3. Select the trigger keyword classification (e.g. STOP or CSV_IMPORT).
  4. Click Upload & Process. The system validates numbers and prevents any future campaign from targeting them.

Restoring Subscriber Opt-In​

If a customer contacts your front desk and asks to receive appointment reminders and offers again:

  • Single Restoration: Click the Restore button next to the customer's phone number.
  • Bulk Restoration: Check the boxes next to multiple numbers and click Bulk Restore Selected Opt-Ins.
  • Once restored, the number is removed from the DND registry and can receive campaigns immediately.

6. Customer Support AI Agent Playbook & FAQs​

Use this knowledge base to resolve customer inquiries regarding messaging limits, delivery failures, and unsubscriptions.

Q1: "Why does Messaging Metrics only allow me to select 90 days at a time?"​

Resolution: High-volume WhatsApp accounts often process hundreds of thousands of messages monthly. Enforcing a 90-day maximum query window ensures lightning-fast dashboard loading and prevents server timeouts. To analyze annual trends, query consecutive 90-day windows or contact support for consolidated data exports.

Q2: "Can an agent still chat with an unsubscribed customer in the Team Inbox?"​

Resolution: Yes. The Unsubscribe Registry strictly suppresses automated marketing broadcast campaigns. If an unsubscribed customer initiates a conversation with your support team or asks a question, your human agents can still reply manually in the Team Inbox during the active 24-hour service window.

Q3: "What happens if an unsubscribed customer sends a message saying 'START'?"​

Resolution: When a previously unsubscribed customer sends START or RESUME, Wabixo's automated keyword handler prompts them to confirm resubscription. Once confirmed, their number is automatically cleared from the Unsubscribe Registry.

Q4: "Why are some template messages showing 'Failed' in Template Logs?"​

Resolution:

  1. Check the recipient phone number: ensure the country code is present (e.g. 91 for India) and that the number is active on WhatsApp.
  2. Check your wallet balance: if your prepaid wallet balance dropped to zero, outbound dispatches will fail.
  3. Check for Meta rate limiting: if your WhatsApp account sent too many messages in a short burst, Meta temporarily throttles dispatches.