Plan requirement
| Subscription | Any plan |
| Access | Admin |
Usage and quality figures live in the WhatsApp manager, and two of them are worth a regular look.
Where to look
The WhatsApp manager for your business account shows conversations, messages sent, template performance and quality ratings. This is separate from Zendesk reporting, which counts tickets rather than messages.
The two numbers that matter
Template quality
A rating per template, based on how recipients react. Falling means people are blocking or reporting, and a template that falls far enough is disabled.
Catching a decline early means adjusting the wording or the audience. Catching it late means the template stops working during a campaign.
Your messaging limit
WhatsApp caps how many people you may message first in a period, and the cap rises with good behaviour and falls with bad. A campaign planned against last month's limit can hit this month's.
Zendesk shows a different thing
Explore counts tickets and conversations. WhatsApp counts messages and templates. Both are correct and they will not match, which confuses people comparing them.
Use Zendesk for support performance and the WhatsApp manager for channel health.
Make it somebody's job
Neither system alerts you. A monthly glance by a named person is enough, and without it the first signal is a template that will not send.
Comments
0 comments
Article is closed for comments.