How to Read WhatsApp Inbox Analytics in Inaiy

WhatsApp inbox analytics show how well your team handles customer chats: how many messages came in and went out, how fast agents replied, how long chats took to resolve, which agents carried the load, and how many leads came from Click-to-WhatsApp ads. In Inaiy, click Analytics, open the Inbox tab, and pick a date range. Everything on the page updates for that range and your active WhatsApp number.

Use it weekly to spot slow replies, uneven workload, and ads that bring chats nobody answers.

Who this is for and what you need first

This guide is for support leads, owners, and anyone who reviews team performance.

You need:

• A connected WhatsApp number with some conversations in the date range.
• Conversations assigned to agents, so the leaderboard has data. See WhatsApp conversation routing.
• An SLA policy, if you want SLA compliance numbers. See WhatsApp support SLA.

Steps to read WhatsApp inbox analytics

1. Open the Inbox tab and pick a range

Click Analytics under Messaging, then the Inbox tab. The Campaigns tab covers broadcast results; Inbox covers one-to-one chats.

Open the date range menu (callout 1) and choose Last 7 days, Last 30 days, Last 90 days, or All time. Open inbox at the top right jumps to the inbox.

2. Read the message counts

The Messages row counts traffic on your active number:

• Sent: messages your team, AI, and campaigns sent, with the split shown underneath.
• Delivered and Read: how many reached the phone and were opened, as a share of sent.
• Failed: messages WhatsApp did not deliver, as a share of outbound messages.
• Inbound: messages customers sent you.

A high Failed share is worth checking first. Common causes are replies sent after the 24-hour window and numbers that are not on WhatsApp.

3. Read conversation and speed numbers

The next rows cover conversations:

• Conversations, Active (open and pending), Unassigned, and Ad leads (CTWA).
• Avg first reply (callout 2): the average time to the first reply.
• Avg resolve: the average time to close a conversation.
• First-reply rate: the share of conversations that got a reply.
• Unread: conversations and messages nobody has opened.

A dash means there is no data yet, such as No first replies yet.

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4. Check the agent leaderboard and SLA health

Scroll down. The Agent leaderboard (callout 1) lists each agent with Open, Pending, and Handled conversations, Avg first reply, Avg resolve, and current Load. It fills in once conversations are assigned; until then it says No assigned agents in this range.

SLA health (callout 2) shows Compliance, the number of Breaches and Escalations, and SLA first-reply and resolve times. Lead sources shows where conversations started.

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5. Review the ads breakdown

Ads breakdown (callout 1) lists Click-to-WhatsApp ads that started conversations in the range, with Leads, Share, Handled, Avg first reply, and Avg resolve for each ad. Open an ad to filter the inbox to its leads. Leads appear when someone messages you from a Meta ad.

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How to confirm it worked

1. Change the range from Last 30 days to Last 7 days. The numbers should drop or stay the same, never rise.
2. Compare Unread with the unread count in the Inbox. They should match.
3. Assign a test conversation to yourself and reply. Within the range, you should appear on the leaderboard with one handled conversation.

Common mistakes

1. Reading averages with too little data. One slow chat can double the average first reply on a quiet week. Use Last 30 days before drawing conclusions.
2. Ignoring Unassigned. Unassigned chats do not count toward any agent, so the leaderboard looks fine while customers wait. Keep Unassigned near zero.
3. Judging agents only on volume. An agent with fewer handled chats may be taking the hard ones. Look at load and resolve time together.

Related guides

• Set the targets behind SLA health with a WhatsApp support SLA.
• See broadcast results in WhatsApp campaign analytics.
• Get the daily summary from WhatsApp dashboard metrics.