Read a broadcast's results

Getting here

Broadcasts → click a row to open its drawer → View Report. A draft or scheduled broadcast's drawer offers Continue Editing instead.

Before you start

• Only an owner or an admin can open Broadcasts at all.
• A broadcast that is still sending shows live counts, and the totals settle when it finishes.
• Retry failed needs your plan to allow broadcasts, the same as sending one.

Fields

Scheduled

The time it goes out, or Next tick when it has no set time.

Limits: Shown while it is scheduled.

Audience

How many people it was published for.

Sent

Messages handed to WhatsApp.

Delivered

Receipts saying it arrived, including those since read.

Limits: Shown once anything has been sent.

Read

Receipts saying it was opened.

Failed

Messages that did not go out, or came back failed.

Skipped

People in the list who were not sent to.

No consent

People the segment matched who had no active consent.

Limits: Shown only when it stopped somebody.

Clicked / Click rate

People who clicked a tracked link, and that as a share of Sent.

Limits: Shown only when the message carried a tracked link.

How it works

• Audience, Sent, Failed and Skipped are the broadcast's own running totals. Delivered and Read are counted across the whole list, not only the rows on screen.
• Delivered counts everybody whose message arrived, including those who then read it, so Read is a smaller number inside it.
• By channel appears when each contact was reached on the number they last used. It lists Channel, Template and Recipients, with a reminder above them: “Each contact was sent on the number they last messaged, with that number's template.”
• While a broadcast is still sending, those rows carry a note: “Still sending: these counts are live, the totals above update when sending finishes.”
• Recipients lists each person with Contact, Phone, Status and Detail, and it can be searched, sorted, filtered and grouped like any other list here.
• A status is pending, sending, sent, delivered, read, failed or skipped.
• Detail shows the time it went out for anything sent, and the reason for anything that failed. A failure with no reason on record says so rather than showing nothing.
• A skipped person's reason is on the row: no phone on file, marketing consent not active, or a marketing opt-out on record.
• No consent is not part of Audience and not a subset of Skipped. It counts people the segment matched before publishing, who never became recipients at all.
• Consent is checked again for every person as the broadcast sends, so somebody who withdrew after publishing is skipped rather than sent to.
• A failure that already carries a message id was accepted by WhatsApp and reported failed afterwards. It is shown and never re-sent, and the button says how many are in that group.
• Retry failed appears once the broadcast finishes as Completed or Failed and something failed. It re-queues the failures that never reached WhatsApp.
• Reschedule appears while it is scheduled, or on a row cancelled by an older version of the product.
• Cancel broadcast appears while it is scheduled, asks Confirm cancel, and returns the broadcast to a draft with its scheduled time cleared.
• When WhatsApp is slowing one of your numbers, a banner says since when and roughly when it resumes. The send is paused, not broken, and it carries on by itself.

When it fails

• Nothing matches the search or the filters on the list: No recipients match the current filters.
• A number the report cannot name: Unnamed channel. A recipient with no number on the row: No channel assigned.
• Retry failed before it finishes: Wait for the broadcast to finish before retrying failed recipients.
• Cancel on anything that is not scheduled: Only scheduled broadcasts can be canceled.
• A whole number being slowed down shows the banner rather than a pile of failures.

Limits

• Recipients lists the first five hundred rows. The heading says Recipients (first 500) when it is capped, and the tiles above still count everybody.
• Read is only reported where the channel reports it. A missing read is not proof nobody read it.
• Skipped is not a failure. It means the person was in the list and was deliberately not sent to.
• The report does not attribute revenue. Clicked counts people who clicked a tracked link and nothing further.
• Clicked counts people, not clicks, so one enthusiastic reader is one.
• Retry failed cannot reach somebody whose message already went out. It only re-queues failures that never got a message id.
• A sending broadcast cannot be cancelled. Only a scheduled one can.

Best practices

• Read Skipped before Failed. A large Skipped usually means consent, not a technical problem.
• Search the Recipients list for the customer who says they got nothing, and read their Detail.
• Wait for Completed before judging Delivered and Read. Receipts arrive after the send.
• Put a tracked link in the template when the point of the campaign is a click. Without one there is nothing to measure.
• Use Retry failed once, then read the reasons. A repeated failure is usually the number, not the send.

Use cases

• A campaign finished and you want the delivery rate: compare Delivered against Sent.
• Sarah Chen says she got nothing: search her in Recipients and read her Detail.
• A number is slow today: the banner tells you when it resumes, so nobody has to guess.
• Twelve messages failed before reaching WhatsApp: read their Detail, then use Retry failed once.

FAQ and troubleshooting

Sent and Delivered are different. Is something broken?

No. Sent is what went to WhatsApp; Delivered is what arrived. Receipts come back over the following minutes.

Why is Read lower than Delivered?

Read receipts are only reported where the channel reports them, and a customer may simply not have opened it yet.

What is the difference between Skipped and Failed?

Skipped means the send was deliberately not attempted, usually for consent or a missing number. Failed means it was attempted and did not work.

Can I resend to somebody who never received it?

Use Retry failed once the broadcast has finished. It re-queues the failures that never reached WhatsApp; anything already sent is left alone.

Only five hundred recipients are listed. Where are the rest?

The list shows the first five hundred rows. The tiles above count everybody, and the heading says when the list is capped.

Can I still cancel?

Only while it is Scheduled. Cancelling returns it to a draft and clears its time, so choose the timing again before you republish.

Related

• The broadcasts list — Every broadcast you have drafted, scheduled or sent, as a table or a month calendar.
• Review, test-send and publish a broadcast — Check who will receive it, send one test to yourself, then send now or pick a time.
• Choose who receives a broadcast — Pick the number or numbers you send from, and the segment of contacts you send to.
• Marketing consent, and blocking a contact — A broadcast only reaches people who agreed to marketing. Blocking takes somebody out of your active inbox.