System guide
Overview & message logs
From Reports, view send, receive, and billing data for your organization's WhatsApp accounts; browse message logs; and review AI resource usage.
The Overview page provides data statistics across multiple dimensions — delivery status, message type, billing, country/region, WABA account, and phone number. The Messages page shows every sent and received message. The AI Usage page lets you view the status, balance, and detailed usage of your AI resource bundle.
The Overview page
The Overview page shows your organization's message activity through charts and summary data. Understanding the following three concepts will help you read the numbers in the reports.
Delivery status
Outbound messages move through the following states after they leave the system:
| Status | Meaning |
|---|---|
| Queued | Accepted by the system, not yet sent to Meta |
| Sent | Handed off to WhatsApp; in transit to the user's device |
| Delivered | Reached the user's device |
| Read | The user opened the message |
| Failed | Could not be delivered; open the row in the message log for the reason |
Message type
Message type indicates the content format of a WhatsApp message. Common types include:
| Type | Description |
|---|---|
| Text | Plain text |
| Template | Sent using an approved message template |
| Image / Video / Audio / Document | Media attachments |
| Sticker | A WhatsApp sticker |
| Location | A geographic location pin |
| Contacts | A contact card |
Billing category
Billing categories come from Meta's conversation pricing model and are assigned automatically by Meta based on the nature of the message:
| Category | When it applies |
|---|---|
| Marketing | Promotional messages such as offers and announcements |
| Utility | Transactional messages — order confirmations, shipping updates, account alerts |
| Authentication | One-time passwords and verification codes |
| Service | Replies within a user-initiated 24-hour conversation window |
| Referral Conversion | Conversations started from a click-to-WhatsApp ad |
The Messages page
The Messages page shows the outbound and inbound message log. You can browse, filter, and export message records here.
Message list
Each row is one message. The columns are:
| Column | What it shows |
|---|---|
| Time (UTC) | When the message was sent or received, in UTC |
| Direction | In (from a user) or Out (to a user) |
| Type | The WhatsApp message type — text, image, template, document, and so on |
| Delivery | Delivery state for outbound messages (Queued, Sent, Delivered, Read, Failed); inbound shows a dash |
| Sender | Who sent it — Agent, AI Agent, Campaign, System, or User |
| User Phone | The user's number |
| Country | The user's country/region, or a dash if unknown |
| WABA Number | The business number the message went through |
| Billable | Y if Meta charged for it, N if free, or a dash if unknown |
| Category | The Meta billing category; see the Billing category section above |
| Content | A one-line preview of the message text |
Message details
Click any row to open Message Details. The dialog gathers everything about that one message:
- Basic info — direction, delivery state, type, country, whether it was billable, and its category.
- Failure reason — the specific reason the message failed to send.
- Sender — the sender type, name, and identifier.
- Phone numbers— the user's number and name on one side, the WABA number on the other.
- Content — the full message text.
The dialog also shows the message's wamid(Meta's ID) and the system id at the bottom, making it easy to track down issues and debug.