i-Connect has three reports: Reports for your whole organisation, Team performance for your inbox, and a report inside each broadcast. Each message counts once, even if Meta tells us about it twice.
Reports overview
What it's for: seeing how your messages did over a period.
Before you start: Owners, Admins, Managers and Analysts can open it. Agents use Team performance instead.
- Select Reports in the sidebar.
- Choose From and To dates. It opens on the last 7 days.
- To see one WhatsApp number, pick it under Number.
What happens next: you see six numbers, a By day chart, Top broadcasts and Why messages failed.
- Top broadcasts: the 5 with the most sent, among the latest 100 that started in the period. This list always covers all your numbers, even if you pick one.
- Why messages failed: the 5 most common reasons, in plain words, with a count for each.
What can go wrong:
- You can choose up to a year at a time. A longer range is refused with "Choose at most a year".
- Days are India Standard Time calendar days, whatever your organisation's time zone.
- A number shows a dash when there's nothing to work it out from, such as a read rate with nothing delivered.
What each number means
| Number | What it means |
|---|---|
| Sent to WhatsApp | Messages WhatsApp accepted from i-Connect. It doesn't mean they arrived. |
| Delivery rate | Delivered ÷ sent. |
| Read rate | Read ÷ delivered. People who turned off read receipts never count as read, so the real figure can be higher. |
| Reply rate | Replied ÷ delivered. A reply counts for the message it quotes. Otherwise it counts for the latest message sent to that person in the last 72 hours. |
| Opt-outs | People who opted out of marketing with a keyword, the Stop promotions button or WhatsApp's own setting. |
| Est. cost (billed by Meta) | An estimate from Meta's rates. Meta bills you directly, so your Meta invoice is the real figure. It shows a dash if there's no estimate. |
Rates use this report's period. Messages sent, delivered and read can land on different days, so a day's rate isn't the rate for that day's messages alone.
Team performance
What it's for: seeing who is answering customers and how fast.
Before you start: Owners, Admins, Managers and Analysts see everyone. Agents see their own row, unless they've been granted all inbox conversations.
- Select Team performance in the sidebar.
- Choose From and To dates, or leave them blank for the last 7 days.
| Column | What it means |
|---|---|
| Replies sent | Messages this person sent from the inbox in the period. |
| Resolved | Conversations this person resolved in the period. |
| Open now | Open and pending conversations assigned to them right now. The dates don't change this. |
| First response (median) | Half of their first responses were this fast or faster. |
| First response (90th %) | 9 in 10 of their first responses were this fast or faster. It shows your slowest cases. |
What can go wrong:
- First-response time counts business hours only. Set these in Settings → Inbox.
- You can choose up to 92 days. Dates use your organisation's time zone, which the page shows.
- "Former member" is someone who has left your team.
Broadcast reports
What it's for: seeing what happened to one broadcast, and to each person in it.
Before you start: Owners, Admins, Managers and Analysts can open it.
- Go to Broadcasts and open a broadcast that has left draft.
- While it sends, a Progress card shows how many are processed. The page updates by itself.
| Section | What it shows |
|---|---|
| Numbers at the top | Sent to WhatsApp, Delivered, Read, Replied, Opted out and Est. cost. Rates use the same definitions as above. |
| Funnel | In audience, Queued, Sent, Delivered, Read, Replied. Queued is lower than In audience by the number left out. |
| Left out and skipped | Who didn't get it and why, such as Opted out or No consent for this message type. Rules are checked again at send time, so some are Skipped at send time. See Delivery brakes. |
| Why messages failed | Each failure reason in plain words, with a count. |
| Recipients | Each person and their outcome. Filter by Outcome: Sent, Waiting, Failed, Skipped or No answer from Meta. |
- Clicks are quick-reply button presses and, for links with Track clicks on, the first click on the link. Link previews and scanners don't count. You'll find clicks in the CSV export.
- No answer from Meta means we don't know if it was sent. i-Connect never resends these automatically, so you don't pay twice.
Exports
What it's for: working with a broadcast's results outside i-Connect. The export is one CSV per broadcast. The Reports overview and Team performance have no export.
Before you start: Owners, Admins and Managers can export. Anyone else needs the Export reports permission and access to broadcasts (extra permissions).
- Open the broadcast.
- Under Recipients, select Export CSV.
What happens next: your browser downloads a file with every recipient, whichever Outcome filter you've picked. The columns are:
contact_id, name, phone, status, skip_reason, error_code, error_title, sent, delivered, read, replied, clicked, accepted_at
The export is recorded in your audit log.
What can go wrong: phone numbers appear masked if Mask phone numbers for agents is on and you can't see full numbers. accepted_at is in UTC. Our support team can't export reports.
For contacts and submissions, see Export your data.
Still stuck? Write to support@i-connect.world with your organisation's name and what you see on screen.