ReploChat's WhatsApp analytics dashboard answers the questions owners ask every week. How many customers wrote in? How fast did we reply? Which agent is overloaded? Did last Friday's broadcast actually get read? This guide explains every number on the Reports page, how each one is worked out, and how to export it to a spreadsheet.
Reports are included on every plan. Team members need the Reports permission to see this page; owners always can. See team & permissions.
Open the reports and choose a period
- Click Reports in the sidebar. The page title is Reports & Analytics, with the selected dates underneath.
- Pick a range: 7 days, 30 days (the default), 90 days or Custom with your own from and to dates.
- If you have several WhatsApp numbers, choose one or keep All numbers.
- Switch between the three tabs: Overview, Agent performance and Campaign results.
Days and hours are counted in your number's time zone, the one set in Welcome & Away business hours (Asia/Karachi if you haven't set one).
Overview: how busy is your WhatsApp inbox?
| Card | What it counts |
|---|---|
| New chats | Conversations started in the period |
| Customer messages | Messages customers sent you |
| Team replies | Messages your team sent by hand |
| Automatic replies | Messages sent by automation: the AI assistant, chatbots, welcome and away messages and the like |
| First response (team) | Average time from a customer's message to the first reply from a person |
| First response (any) | The same, but an automatic reply counts too |
| Chats resolved | Chats marked resolved in the period |
| New contacts | Contacts added in the period |
Below the cards you'll also see live figures: open chats now, chats waiting for a reply now (open chats where the customer sent the last message), what share of first replies were automatic, and how many campaign messages went out.
How response time is measured
For each chat, a customer message starts a wait, and the next reply ends it. Campaign messages don't count as replies. The wait is credited to whoever answered: the team member who sent the reply, otherwise the chat's assignee, or the bot. Times are shown in a readable form, such as "1m 15s", "1h 30m" or "2d 7h".
Messages per day and busiest hours
- Messages per day charts Customers, Team and Automatic messages for each day of the range.
- Busiest hours is a heatmap of when customers write to you, by weekday and hour. Darker means more messages. Hover a cell for the exact count.
Use the heatmap to set business hours and staffing. If the darkest cells fall at 10–11 PM, that's when you need either a person or the AI assistant on duty.
Agent performance
One row per team member (the owner and each manager), with an Away tag for anyone currently set to away:
| Column | Meaning |
|---|---|
| Messages sent | Messages they sent in the period |
| Chats replied to | Different chats they replied in |
| First replies | Times they were first to answer a customer |
| Avg first response | Their average time to that first reply |
| Resolved | Chats they marked resolved |
| Open, assigned | Open chats assigned to them right now: their current workload |
| Notes | Private internal notes they wrote |
Read these together. An agent with many messages but few resolved chats may be stuck on difficult cases. An agent with a large "Open, assigned" count needs help or a fairer auto-assign rule. These are workload signals, not a ranking.
Campaign results
Every campaign that started (or was created) in the period, newest first:
- Campaign name and Started time
- Recipients
- Delivered · Read · Replied, as counts and percentages. Delivered is a share of messages sent; read and replied are shares of delivered.
- Failed: messages Meta didn't deliver, for example invalid numbers
- Details: opens the campaign for per-recipient status
A recipient counts as replied if they wrote to you within 3 days of the campaign. Read receipts depend on the customer's privacy settings, so the real read rate is usually higher than the number shown.
What good looks like
There's no universal benchmark: results vary by industry, list quality and template. Compare your own campaigns with each other. Test a different first line, send time or offer, and keep what gets more replies. A rising Failed count usually means old or badly formatted numbers; clean the list with import and merge.
Export to CSV
Click Export CSV to download the tab you're on for the selected period and number:
- Overview: one row per day with new chats, customer messages, team replies and automatic replies.
- Agent performance: one row per team member.
- Campaign results: one row per campaign.
Files are named like replochat-overview-2026-09-01-to-2026-09-30.csv and open in Excel or Google Sheets.
Other places to find numbers
- Dashboard: a quick summary when you log in, with plan usage and prompts to finish setup.
- Activity log (sidebar, under System): who did what in your workspace, useful when several people manage the account.
- Campaign history: per-campaign, per-recipient delivered/read/failed status. See send a bulk WhatsApp campaign.
- Integrations → Recent events: the result of every Shopify, WooCommerce or API order message. See store integrations.
A 10-minute weekly review
- Overview, last 7 days: did waiting for a reply now reach zero by the end of each day?
- Check First response (team) against last week.
- Agent performance: is workload balanced?
- Campaign results: which campaign had the best reply rate, and why?
- Busiest hours: do your business hours and staff match when customers write?