# 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.

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### How to Access

1. Go to **Template Message Management** in the left navigation menu.
2. Open the **Template Messages** page.
3. Find the template you want to analyze in the list.
4. 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.

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### 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:

| Option       | What it shows                      |
| ------------ | ---------------------------------- |
| 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:

| Card                 | What it shows                              | Example format |
| -------------------- | ------------------------------------------ | -------------- |
| **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:

| Metric                 | What it counts                                   |
| ---------------------- | ------------------------------------------------ |
| **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:

```
Messages Sent       100%
      ↓
Messages Delivered   46%
      ↓
Messages Read        56%
      ↓
Clicks               10%
```

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:**

| Line               | Metric                  | Color  |
| ------------------ | ----------------------- | ------ |
| 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:

| Error                                            | Description                                                                                    |
| ------------------------------------------------ | ---------------------------------------------------------------------------------------------- |
| **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:

| Column           | Description                                                                                                             |
| ---------------- | ----------------------------------------------------------------------------------------------------------------------- |
| **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.

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### 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.

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### 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`

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### 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.