Inbox numbers

Inbox numbers answer two questions about your chats: how long do customers wait before a person on your team replies, and how many chats does your chatbot or AI agent finish without a person. Use them to see if your team is fast enough, and how much work your bot takes off the team.

Open Inbox numbers

Open Analytics
In the left sidebar, click Analytics.
Click Open inbox numbers
Under the period buttons you see a row called Inbox numbers. Click Open inbox numbers.
Pick a time period
Click Today, Last 7 days or Last 30 days. Every period ends now. Today starts at midnight in the time zone of your account.

To go back, click Analytics at the top left of the page.

Which chats are counted

Only WhatsApp chats are counted. The page says so under the period buttons: WhatsApp chats only. Instagram and RCS chats are not counted yet.

A WhatsApp chat is counted when the customer wrote at least one message in the period. A chat where you only sent a message, for example a broadcast, and the customer did not write back, is not counted.

First reply by a person

Number	What it means
Average first reply time	How long customers waited, on average, before a person first replied. The line under it shows the time within which half of the chats got their reply
Chats a person replied to	How many of the counted chats got a reply from a person
Waiting for a first reply now	Chats where the customer wrote and nobody has answered yet. The chat is not resolved, no person has replied, and your bot has not answered the customer's last message

How the waiting time is measured:

The clock starts at the customer message the person answered. If the customer sent several messages in a row, it starts at the first of them.
If your bot answered and the customer wrote again later, the clock starts at the later message. A customer who was helped by the bot on Monday and wrote again on Wednesday has been waiting since Wednesday. The same is true after any other message that went out in between, such as a welcome message.
Only a person counts as a reply: a team member or the account owner writing in the inbox, or someone answering from the WhatsApp Business app on the phone.
Each chat is counted once, with the first reply a person gave in the period.

Times are shown in short form, for example 40 sec, 12 min or 1 h 5 min.

How fast the first reply came

This card splits the chats a person replied to into three groups: Within 5 minutes, 5 minutes to 1 hour and Longer than 1 hour.

By team member

For each person you see how many first replies were theirs, and their average first reply time. Replies sent from the phone are shown as WhatsApp Business app. A person who has left your team is shown as Former team member.

Chatbot and AI agent

These three numbers look only at chats where your chatbot or AI agent replied after the customer wrote.

Number	What it means
Handled without a person	The chat is finished and no person was needed. The bot or AI agent replied, no person wrote, the chat is not assigned to anyone, and it is either resolved or the customer has been quiet for 24 hours. It is shown as a share of the finished bot chats, for example 96 of 137 finished bot chats, with how many were handled by the chatbot and how many by the AI agent
Handed to a person	The bot or AI agent replied, and then a person wrote in the chat or the chat was assigned to someone
Still with the bot	The bot or AI agent replied and the chat is not finished yet

Finished bot chats are the chats that were handled without a person plus the chats that were handed to a person.

If the three tiles say No bot or AI agent replied in this period, no chatbot or AI agent sent a message in the chats of that period.

What is not counted

Working hours. Times are clock time, day and night. A message that arrives at 11 pm and gets its reply at 9 am counts as 10 hours.
Instagram and RCS chats. Only WhatsApp chats are counted for now. If most of your customers write on Instagram, the numbers show only your WhatsApp side.
Automatic messages. Welcome and away messages, opt-out replies, payment updates, and messages sent by the API or a connected app are not a reply from a person, and they are not counted as your bot either.
Broadcasts. A broadcast message is never counted as a reply, whoever started the broadcast. A customer who writes and then only gets a broadcast is still waiting for a first reply.
Messages that failed to send. A reply that did not reach the customer is not a reply.
Whether the customer was happy. Handled without a person means no person was needed. It does not mean the customer said the problem is solved.
Older periods. The longest period is the last 30 days.

Good to know

The numbers are counted when you open the page, and then kept for 15 minutes. The line at the bottom, Counted at, shows when. Click Refresh to count again. You can do that once a minute.
At most your 3,000 most recent chats of the period are counted. If you had more, the page tells you so.
A chat with 400 or more messages in the period is never counted as handled without a person.
A team member needs access to Analytics to open this page. See Team members.

Analytics: messages sent, delivered, read and failed
How the inbox works: chats, assigning and resolving
Live chat settings: welcome and away messages, and resolving quiet chats
About chatbots and AI agents: let a bot answer first