View message insights for your WhatsApp Business account

Explore our help content library to find answers and troubleshoot issues.

Before you begin

View message metrics

You can view the metrics of messages, including:

• All messages: The number of messages on WhatsApp between your business and customers. The types of messages include:

  • Service messages: Messages that initiate in response to a customer message within the 24 hour customer service window are considered service messages.
  • Businesses must use an approved message template to send a message to a customer when the 24-hour customer service window is not open. These templates include:

    • Marketing messages: Messages that enable businesses to achieve a wide range of goals, from generating awareness to driving sales or retargeting customers. Any template message that does not qualify as utility or authentication is a marketing message.
    • Utility messages: Messages that are not promotional and specific to or requested by customers (like order confirmations and fraud alerts). Messages that are essential or critical to customers (like a tornado warning or a fraud awareness alert) are also utility.
    • Authentication messages: Messages that enable businesses to verify a customer’s identity with one-time passcodes (OTPs), potentially at various steps in the customer journey (like new account creation, account access and recovery or securing new orders).
• Free messages: The number of messages on WhatsApp between your business and customers that are free of charge. The types of messages include:

  • Service messages: Service messages areany message type that is not a template message. Businesses can respond to customers with service messages within the 24-hour customer service window at no charge.
  • Utility messages (in response to customers): Allutility messages sent within the 24-hour customer service window are free.
  • Messages sent during a free entry point window: When a customer messages a business from an ad that clicks to WhatsApp or a Facebook Page action button on an Android or iOS device, it opens a 72-hour period where your business can send any category of message without being charged.
• Paid Messages: The number of messages on WhatsApp between your business and customers that are charged. Paid messages can be marketing, utility, or authentication.
• Approximate charges: The approximate total charges for messages on WhatsApp. The charge for each paid message is determined by the rate assigned to the country or region of the customer's phone number and the message category (marketing, utility, or authentication). See our rates by message category for more information.

Note: Beginning July 1, 2023, we will no longer show approximate charges in WhatsApp Manager for businesses who bill through a partner (i.e., BSP). To understand your charges, please reach out to your partner.

Note: Savings on utility or authentication messages from volume tiers will not be displayed in your metrics. Learn more about volume tiers.

View metrics for all messages