> This page is part of the [Customer.io documentation](https://docs.customer.io). For the complete index, see [llms.txt](https://docs.customer.io/llms.txt).
> Last updated: July 10, 2026

# WhatsApp metrics and reporting

Customer.io tracks metrics for your WhatsApp messages so you can understand how your audience interacts with them. You can view WhatsApp metrics in campaign dashboards and the delivery log.

## WhatsApp message metrics

The following metrics apply to WhatsApp messages. Some metrics, like **Opened**, behave differently for WhatsApp than for email because they rely on WhatsApp-specific signals like read receipts.

Metric

Description

Drafted

We generated the message but haven’t sent it yet. The message requires manual action if you use *Queue Draft*.

Sent

The message left Customer.io and was passed to the delivery provider.

Delivered

The delivery provider confirmed that the message reached the recipient.

Opened

The recipient read the message. For WhatsApp, this is based on **read receipts**, not a tracking pixel. If a recipient turns off read receipts in their WhatsApp settings, we can’t track this metric.

Clicked

The recipient tapped a tracked link in the message.

Failed

The message didn’t leave Customer.io. This typically happens when a required variable is missing or a template isn’t approved.

Converted

The recipient completed your [conversion goal](/messaging/send/campaigns/conversions/).

 Read receipts and the Opened metric

WhatsApp’s **Opened** metric relies on read receipts, which recipients can turn off in their WhatsApp privacy settings. If read receipts are off, Customer.io won’t receive an open signal for that message. This is different from email, where open tracking uses a tracking pixel.

## Reply tracking

WhatsApp is a two-way channel, so we track replies to your WhatsApp messages. When someone replies, we mark the original message with a `replied` status and log the reply in the *Activity Log*. You can also use inbound messages to trigger campaigns and add people to segments. See [Inbound messages](/messaging/channels/whatsapp/inbound/get-started/) to learn more.

*   *   [WhatsApp message metrics](#whatsapp-message-metrics)
    *   [Reply tracking](#reply-tracking)

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