Follow a campaign and read its results

Open any campaign from the Campaigns page to see how it went. While a campaign is sending or scheduled the page refreshes on its own, so you can leave it open. Anyone in the workspace can read it; the action buttons and History are for admins.

The campaign page at a glance #

From the top:

• The header: the name, the status, the type and audience summary, and the controls.
• A red banner, only when something blocks the campaign, such as a Stopped campaign's cause.
• The KPI row, in the vocabulary of the channel.
• The progress card: N% handled, then how many are still waiting, deliberately not sent, and failed. On the right, the pace, and the time of the next batch while it is sending.
• Why people didn't get it, then the per-recipient table.

WhatsApp broadcast numbers #

Delivery over time groups delivered and failed messages by hour, or by day for a longer campaign. It appears once at least two hours or days have traffic.

Call batch numbers #

A call batch opens on its Outcomes tab, which shows what the calls produced: see The outcome dashboard. The delivery detail is on Calls & delivery: the failure panel, How the calls ended, How many rings it took, What the agent is told and the per-recipient table.

How many rings it took tells a bad list from a bad time of day. If most people answer on the first call, the list is good. A tall 2 calls bar means the first pass was made at the wrong time.

When a campaign is waiting #

A call batch never uses every line in the workspace. When all the lines it may use are busy, it waits and says so:

• the progress card reads N waiting for a free line, and Trying again with a time;
• Worth knowing about this send shows Every line is busy, so the remaining calls are waiting in the queue.

Nothing has failed, and nobody is skipped or called twice. Dialling resumes as soon as a call ends. Don't launch a second batch to "unstick" it; that only adds to the queue.

A campaign outside its sending hours is still Sending, with a Next batch time at the next open hour.

Why people didn't get it #

Why N people didn't get this groups every recipient who failed or was left out by the reason, the most serious first. Each group shows:

• the label, how many people, and their share of the audience;
• what happened and What to do;
• a few names. Click one to open that person's details;
• Read more, when there is a page about it.

The groups are of three kinds:

• Affects every message. The problem is with the account or number, such as a payment issue on the WhatsApp Business Account. The panel says Retrying will not help until this is fixed, and offers no retry button. Fix it first.
• About one person. A wrong number, someone not on WhatsApp, an opt-out. No button; retrying won't change these.
• Temporary. WhatsApp was busy, or messages went out too fast. Retry these puts every failed recipient on the campaign back in the queue, the same as Retry N failed in the header.

Amber groups such as Opted out and Over the weekly limit are the rules doing their job, not errors. Every label is explained in Why someone wasn't reached.

The recipient table #

Search name or number finds one person. A call batch adds Outcome and Talk time columns, and its call id links to the call record.

Export downloads a CSV of the rows currently loaded, with the reason and what to do in plain words. To export everyone, press Load more until the table ends first. For a call batch, the outcome spreadsheet on the Outcomes tab always has everyone; it's for admins.

One recipient's details #

Click any row, or a name in a failure group, to open what is known about that person.

It shows the reason with what to do, when they were queued and sent, the number of attempts, the provider's code and message, the message or call id, and Values used in this message. For a call, it also shows the calls placed, talk time, how the call ended, and Open the call record.

History #

At the bottom of the page, admins see History: created, launched, paused, resumed, retried, cancelled, archived, failed, completed and outcomes exported. Each entry says who did it, or automatically when the platform did, and when.

Troubleshooting #

More in Campaign troubleshooting.