Template Message Statics
Summary
The Template Message Statistics page gives you a full performance view of any WhatsApp template message you have sent. From a single screen, you can track delivery and read rates, analyze button engagement, review error breakdowns, and export raw data — all filtered by the date range you choose.
Who This Is For
Any Desk360 user who sends WhatsApp template messages and wants to understand how those messages are performing: support team leads, campaign managers, and customer experience managers.
How to Access
Go to Template Message Management in the left navigation menu.
Open the Template Messages page.
Find the template you want to analyze in the list.
Click the eye icon on that template's row.
The Statistics page for that template will open. The date range defaults to Last 30 days automatically.
If the selected template has never been sent, an empty state screen is shown instead of statistics.
Filtering by Date Range
At the top of the page, use the date range dropdown to filter all statistics on the page.
The following options are available:
Last 7 days
The past 7 days
Last 30 days
The past 30 days (default)
Last 90 days
The past 90 days
Custom range
Pick a specific start and end date
When you change the date range, all metrics, charts, and tables on the page update automatically.
Top-Level Metric Cards
At the top of the page, three summary cards give you an instant cost overview for the selected period:
Total Spend
Total cost of messages sent in this period
12.5B
Cost per Message
Unit cost per message sent
$0.01
Cost per Click
Unit cost per button click received
$0.40
Each card has an ⓘ info icon. Click it to see a tooltip explaining how that metric is calculated.
Performance Metrics
The Performance section has two tabs: Trend and Funnel.
Trend Tab
Shows the total volume of each key metric for the selected period:
Messages Sent
Total number of template messages sent
Messages Delivered
Messages that successfully reached the recipient
Messages Read
Messages opened by the recipient
Clicks
Total button taps across all delivered messages
Note: If the template does not contain any buttons, the Clicks metric is not shown.
Funnel Tab
Shows the conversion rates between each stage of the message journey:
Each percentage represents the proportion of the previous stage. Use this view to identify where recipients drop off.
Time Series Chart
Below the metric cards, a line chart shows how your key metrics changed over time within the selected date range.
What the chart shows:
Sent messages
Total sent per day
Yellow
Delivered messages
Total delivered per day
Red
Read messages
Total read per day
Blue
How to use it:
Hover over any point on the chart to see the exact value for that date.
Use the legend at the top of the chart to identify each line.
The X axis shows dates across the selected range. The Y axis shows message count.
Error Message Analysis
The Error Messages section breaks down why some messages were not delivered. It has two tabs:
Summary Tab
Displays each error category as a progress bar, showing both the count and the visual proportion relative to total errors.
Common error categories include:
Message undeliverable
The message could not be delivered to the recipient's number
Ecosystem health: message delivery opted out
WhatsApp's system selected this message for non-delivery as part of ecosystem quality controls
User number part of an experiment
The recipient's number was included in a WhatsApp-side test that affected delivery
Progress bars are displayed in green tones — the darker the bar, the higher the proportion of that error type.
Trend Tab
Shows how error volumes changed over time, using the same date range as the rest of the page.
Button Click Analysis
If your template contains buttons, this section shows how recipients interacted with them. It has two tabs:
Table View
Each row represents one button in the template:
TAG
The button's identifier label
TYPE
The button type (e.g., Website, Quick Reply)
TOTAL CLICKS
Total number of times this button was clicked
TITLE
The button's display text
CLICK RATE
Percentage of delivered messages that resulted in a click on this button (calculated as: clicks ÷ delivered messages)
Chart View
A visual representation of the button click distribution across all buttons in the template.
Message Preview
On the right side of the page, the Message Preview panel shows exactly how your template message appears to recipients on WhatsApp.
The preview includes:
The full message body text
All buttons with their labels
The message timestamp
This helps you connect the performance numbers to the actual message your customers received.
Top Blocking Reason
In the bottom-right area of the page, the Top Blocking Reason widget highlights the single most common reason messages were blocked or not delivered in the last 30 days.
The total blocked count is shown prominently.
An ⓘ info icon provides additional context about what this metric means.
Editing the Template
If you identify a performance issue and want to make changes, click the Edit Template button at the top of the page. You will be redirected to the template editing screen. After saving your changes, you will return to the template list.
Exporting Statistics
To download the statistics data, click the Export button at the top of the page.
Format: CSV
Contents: Metric data for the selected date range
The exported file is named in the format: insights_YYYY-MM-DD_to_YYYY-MM-DD.csv
Notes and Limitations
Statistics are available for all sent template messages regardless of volume — even if only one message was sent.
Data on the page updates dynamically each time the page is refreshed.
The Clicks section in Performance and the Button Click Analysis section are only shown if the template contains buttons.
The Replies metric is currently under development and is not yet available.
Click Rate in the Button Click Analysis is calculated as: total clicks on that button ÷ total delivered messages (not total sent).
The Top Blocking Reason widget always shows data for the last 30 days, regardless of the date range selected for the rest of the page.
Frequently Asked Questions
Q: I clicked the eye icon but see an empty screen — why? A: The template you selected has never been sent. Statistics only appear after at least one message has been sent using that template.
Q: Why is my delivered count lower than my sent count? A: Not all sent messages are successfully delivered. Delivery can fail due to the recipient's phone being off, number issues, or WhatsApp ecosystem controls. Check the Error Messages section for a breakdown.
Q: Why is the Clicks section missing? A: The template you are viewing does not contain any buttons. Click metrics only appear for templates that include buttons.
Q: How is Click Rate calculated? A: Click Rate = Number of clicks on that button ÷ Number of delivered messages. It measures how many recipients who received the message went on to click that button.
Q: Can I compare two templates side by side? A: Not on this page — each statistics page is for a single template. Return to the Template Messages list and open the eye icon for a different template to view its stats separately.
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