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Stats for your workspace

Open Stats

Open Stats in the sidebar. Owners and admins see stats for every sender in their scope. Team members see stats only where an owner or admin gave them Stats access: on a sender (every phase on it, including phases added or deleted later) or on a phase (that phase on their senders). Numbers you have no access to are left out, not shown as zero. Unless you see every phase on every sender, activity and credits not tied to a sender or a phase (such as setup work) are left out too, so your totals can be lower than your workspace's; the page notes this under the period. Without any Stats access, Stats is not in your sidebar.

Choose what to look at

• Period: the last 7, 30 or 90 days, the last 12 months, or Custom dates up to two years back. Days follow your workspace's timezone.
• Group by: show each day, week (starting Monday) or month as one point.
• Sender: all the senders you have Stats access to, or one of them. Picking a sender in the sidebar picks it here too.
• Phase: only activity that happened while customers were in that phase. It lists the phases you have Stats access to on the chosen sender; choosing a phase narrows Sender to the senders where you see it. When more than one playbook is involved, each phase is named with its playbook. If you have access to a single phase, it is chosen for you and the filter is hidden.

Each number shows the change against the previous period of the same length (for example, the 30 days before the 30 you chose). Credits show no change while the previous period starts before credits were tracked (see Tracked since). Green means the change is good for that number, red means it is not.

The page address keeps your choices, including an opened chart, so you can bookmark it or send the link to a teammate.

What each number means

• Messages received: messages your customers sent you.
• Messages sent: messages sent to customers, by who or what sent them: assistant replies, team members (from the dashboard, the API or the WhatsApp Business app), templates, scheduled messages, phase messages, and the holding note sent when a conversation is escalated.
• Active conversations: conversations with at least one message in the period.
• New contacts: customers who messaged or were messaged for the first time.
• Automation rate: the share of sends Yapper made without a person (assistant replies, phase messages and scheduled messages), out of all sends plus escalations. Templates you or your team broadcast count as a person's sends.
• Escalations: conversations handed to your team, by reason. Escalations from before stats were tracked show the reason Unknown.
• Phase transitions and Where customers moved: how many times customers moved from one phase to another, and between which phases. A move to or from a phase you have no Stats access to shows that phase as Other.
• Customers in phases and Customers in each phase: how many customers sat in each phase at the end of each day, week or month.
• Reports run: report runs started. Open the chart and break it down by report and status to see completed and failed runs.
• Non-included credits spent: usage beyond your plan's included allowance, by category. Usage covered by the included monthly allowance is left out. This differs from the Usage tab, which shows all usage, including what the included allowance covered (see billing-and-credits). Only team members who can see billing usage see this number.
• Opt-outs: customers who asked to stop receiving messages, by channel.

Charts and breakdowns

Select any number to open its chart in place. Use Break down by to split it by sender, playbook, phase, channel, or the number's own detail (such as send path or escalation reason). The largest groups are shown; the rest are grouped as Other. Select the number again, or the close button, to collapse it.

Active conversations and new contacts can add up to more than the total when broken down: a conversation that was active in two phases counts once in each.

How phases are counted

Activity counts in the phase, and the playbook, the customer was in at that moment. A customer who moves from one phase to another during a day counts in both phases that day. Moving a sender to another playbook does not move its earlier activity: it stays with the playbook it happened in, and a copied playbook's phases count apart from the original's. A phase shows the name it had when its activity was recorded, so a phase removed from the playbook keeps its name.

Tracked since

Stats begin when your workspace started recording them. Messages, conversations, escalations, phase changes and reports from before that date are included, so those charts reach back up to two years. Credits are only recorded from that date: when it falls inside your period, the credits number and chart show a Tracked since date, and earlier days show no credit use.