# Message Analytics

> Message volume, the delivery funnel, delivery rate, and response time over 7, 30, or 90 days - plus the Insights rail with the Avox Avatar.

Source: https://docs.theavoxai.com/analytics

Growth and up

Analytics shows how your WhatsApp messaging is trending: how much you send and receive, how much of
it gets delivered and read, and how quickly your team replies. The header reads "Message volume and
response time".

## Who can see Analytics

Analytics isn't part of the Starter plan. On Starter, the **Analytics** item in the sidebar (under
**Account**) shows a lock; hovering or clicking it shows "Analytics is locked" with "Analytics isn't
included on the Starter plan - upgrade to unlock it." ([AVX-3097](https://docs.theavoxai.com/error-codes/avx-3097)), and the
tooltip reads "Upgrade your plan to unlock Analytics". Opening the Analytics address directly takes
you to [Billing](https://docs.theavoxai.com/billing) to upgrade. See [Plans](https://docs.theavoxai.com/plans) for which plans include it, and
[Change plan](https://docs.theavoxai.com/billing/change-plan).

On an eligible plan, every member of the Switchboard - **Admins** and **Managers** - can open
Analytics. It also needs a WhatsApp connection; until your Switchboard has one, the sidebar item shows
a lock with "This feature needs a WhatsApp connection first." ([AVX-3001](https://docs.theavoxai.com/error-codes/avx-3001)).
Analytics is read-only.

## Choosing a range

Use the `7d`, `30d`, and `90d` buttons in the top right. Analytics opens on `30d`. Everything on the
page - tiles, charts, and insights - follows the range you pick. The range is part of the page address
(`/analytics?days=90`), so you can bookmark it.

## Stat tiles

| Tile | What it shows |
| --- | --- |
| **Messages sent** | Messages your Switchboard sent in the range. |
| **Messages received** | Messages your customers sent you in the range. |
| **Avg. response time** | The average number of minutes between a customer's message and your next reply, averaged across the days in the range. |

**Messages sent** and **Messages received** carry the same trend badge. Avox splits the range in half
and compares total message volume (sent plus received) in the second half with the first half:

- A green upward arrow with `+25%` means volume grew by more than 3%.
- A red downward arrow with `-18%` means volume fell by more than 3%.
- A grey dash means volume held steady (within 3% either way).

The badge doesn't show when there's nothing to compare yet. When the first half had no messages and
the second half did, the badge reads `+100%`.

## Charts

| Chart | What it shows |
| --- | --- |
| **Message volume** | Messages sent and received, per day. |
| **Delivery funnel** | Three bars - **Sent**, **Delivered**, **Read** - each with a count and a percentage of the Sent bar. See [Reading the delivery funnel](#reading-the-delivery-funnel). |
| **Avg. response time** | The average minutes to your reply, per day. |
| **Delivery rate** | For each day, the percentage of messages you sent that reached delivered or read. |

Days are calendar days in UTC. A quiet day shows as zero, never a gap.

### Reading the delivery funnel

The funnel groups the messages you sent in the range by their latest status - each message counts in
exactly one bar - and shows each bar's size as a share of the **Sent** bar. Hover the info icon for a
reminder of how to read it:

- **A big Delivered or Read bar next to a small Sent bar** is a good sign: most of your messages
  already moved past "sent".
- **A big Delivered bar with a small Read bar** usually means customers received the message but
  haven't opened WhatsApp yet - the message didn't fail.
- **A big Sent bar** points at delivery itself: the number, the template, or your account's quality.
  Check [Health](https://docs.theavoxai.com/health) and [Quality and limits](https://docs.theavoxai.com/whatsapp/quality-and-limits).
- **Failed messages** sit outside the funnel. When there are any, a red line under the bars reads, for
  example, "3 messages failed outright, outside this funnel."

### How response time is measured

Avox calculates response time itself. For each contact, it pairs a customer message with the next
reply you sent after it and measures the gap in minutes. It's a reliable signal of your team's speed,
not a figure WhatsApp reports. [Overview](https://docs.theavoxai.com/overview) uses the same calculation, so the two pages always
agree.

## The Insights rail

On the right of the page, the **Insights** card ("What's worth noticing right now") reads your numbers
for you. Each insight has a green tick when it's good news or an amber warning sign when it deserves a
look. The [Avox Avatar](https://docs.theavoxai.com/avox-avatar) at the top of the card looks smug when everything is good news,
and unsure when at least one insight deserves a look.

Insights you may see:

| Insight | When it appears |
| --- | --- |
| Message volume is up 32% in the second half of this window. | Volume grew by 15% or more. |
| Message volume dropped 20% in the second half of this window. | Volume fell by 15% or more. |
| Average response time is 45 minutes - customers may be waiting a while. | Average response time is over 30 minutes. |
| Replies are going out fast - average response time is under 5 minutes. | Average response time is 5 minutes or less (and above zero). |
| Only 28% of sent messages get read - see the funnel below. | The **Read** bar of the delivery funnel is less than 40% of the **Sent** bar. |
| Nothing unusual this window - volume and response time both look steady. | None of the above apply. |

Under the card, **Learn more in the docs** opens this page.

## Before you have data

Until your connected number has message history in the selected range, every chart shows zeros with
"No messages yet - connect WhatsApp to see activity here". Analytics never fills in sample data.

## Related pages

- [Overview](https://docs.theavoxai.com/overview) - the same data at a glance, plus Flows, templates, and alerts.
- [Health](https://docs.theavoxai.com/health) - delivery health right now, and a live check from Meta.
- [Templates insights](https://docs.theavoxai.com/templates/insights) - per-template performance.