Template Message Send Summary

Summary

The Send Summary is a statistics panel attached to every WhatsApp template message you send. It shows you exactly how that message performed — who received it, how many read it, whether they clicked a button, and who sent it — all in one place, without having to open individual conversations.

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What the Send Summary Shows

The panel displays the following information for every sent template message:

Field	Description
Template Name	The name of the WhatsApp message template that was used.
Send Date & Time	The exact date and time the message was sent.
Language	The language the template was sent in.
Sent By	The name of the user or account who sent the message. If the user has been deleted, their name (or email address) is still shown — this information is never lost.
Recipients	The total number of contacts the message was sent to.
Delivery Rate	The percentage of recipients who successfully received the message.
Read Rate	The percentage of recipients who opened and read the message.
Button Clicks	The total number of button clicks, with a breakdown per button shown in a tooltip (e.g., Button 1: 35%, Button 2: 20%, Button 3: 45%). If the button text in a template was changed after the message was sent, the summary still shows the button text that was active at the time of sending — historical accuracy is preserved.

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Exporting the Send Summary as a Report

You can export the Send Summary data as a report file. The export includes all fields listed above, plus one additional column:

The clickedButton Column

When you export a report, each row represents one recipient. The clickedButton column shows the text of the first button that recipient tapped.

• If the recipient tapped a button → the column shows the button's text label.

• If the recipient did not tap any button → the column is left empty.

This lets you filter and segment recipients by the action they took — for example, identifying everyone who tapped "Yes, I'm interested" vs. everyone who did not respond.

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Notes and Limitations

• The Send Summary is available for all sent template messages — whether sent to a single contact or as part of a bulk send.

• Delivery and read rate data depends on WhatsApp reporting. In some cases, WhatsApp does not confirm read status if the recipient has read receipts turned off — this will be reflected as a lower read rate.

• Button click data is recorded at the time of the click. If a template's button text is updated after messages were already sent, the summary for those older messages continues to show the original button text.

• The clickedButton export column records only the first button tapped by each recipient. Subsequent taps are not recorded separately.

• Sender information is retained permanently. Even if the sending user's account is deleted from Desk360, their name or email address continues to appear in the Send Summary for all messages they sent.

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Frequently Asked Questions

Q: Does the Send Summary work for both individual and bulk template messages? A: Yes. It appears on every sent template message regardless of how it was sent.

Q: What if a recipient didn't receive the message — will that affect the delivery rate? A: Yes. Recipients who did not receive the message are not counted in the delivery rate. You can compare the Recipients count with the Delivery Rate to understand how many contacts were not reached.

Q: Why is my read rate lower than my delivery rate? A: This is normal. Read rate only counts recipients who opened the message. If a recipient received it but hasn't opened it, or has disabled read receipts on WhatsApp, they will not be counted in the read rate.

Q: Can I see which specific contact clicked which button? A: Yes — export the report and use the clickedButton column to see the first button each individual recipient tapped.