Dashboard Overview
Overview
The Dashboard is your workspace's command center — the first screen managers, admins, and owners land on. It rolls up the last 7 days of activity for the current workspace into KPI cards, charts, and lists so you can see, at a glance, how your WhatsApp operation is performing. Open it from Dashboard in the top navigation (/dashboard).
The greeting headline adapts to the time of day — "Good morning" before noon, "Good afternoon" before 5 PM, "Good evening" after — and is followed by the date and a short status line.
Who sees it: Owners, Admins, and Managers can open the Dashboard. Agents and Viewers are sent straight to the Team Inbox instead. Every number on the page reflects your current workspace only — switching workspaces re-scopes the whole page.
Matched to your active channel. Almost all counts are filtered to the channel your workspace is currently sending on. A WhatsApp Cloud API workspace does not see Unofficial API message counts, and a workspace that switches channels does not show leftover stats from the old one. See Stats Match Your Channel below.
The 7-Day Window & Trends
Understanding the time windows makes every number on the page readable:
- Current window — the last 7 days plus today (from the start of 7 days ago to the end of today).
- Previous window — the 7 days immediately before that, used to compute the trend pills.
- Hourly windows — the throughput card's peak/average use the rolling last 24 hours; the KPI sparkline uses the last 20 hourly buckets.
Each KPI card carries a trend pill comparing this window to the previous one. Volume metrics (like Messages sent) show a percentage change; rate metrics (like Read rate) show a change in percentage points (pp). When the previous window is zero, a non-zero current value reads as +100%.
Reading the pills: A green pill with an up arrow is good for most cards; a coral pill flags a drop. The comparison always pits the current 7-day window against the 7 days before it.
The KPI Cards
The top row shows the headline metrics for the window.
Messages sent · 7d
The total outbound messages in the window, with a breakdown of how many were delivered and how many failed, plus a small sparkline of recent send volume. The trend pill shows the percentage change versus the prior 7 days.
Read rate
The share of sent messages that were read. The card also restates Sent (100%), Deliverability, and Read as a quick three-up so you can see where messages drop off. The pill shows the change in percentage points versus the previous window.
Active contacts
The total contacts in the workspace, with bars for how many are Subscribed (opted-in) versus the rest. The trend pill compares total contacts to the count at the start of the window, so you can see growth.
| Metric | How it is calculated |
|---|---|
| Messages sent | All outbound messages over the last 7 days — both campaign/broadcast sends and one-to-one Team Inbox replies, for your active channel. |
| Delivered | Outbound messages that were sent, delivered, or read. |
| Failed | Outbound messages that failed to send. |
| Deliverability % | Delivered ÷ Sent × 100. |
| Read rate % | Read ÷ Sent × 100. |
| Reply rate % | Inbound replies ÷ Sent × 100. |
| Active contacts | Total contacts in the workspace; "Subscribed" counts those who have not opted out. |
What counts as a send: WaDesk adds together both kinds of outbound message — bulk/campaign sends and one-to-one conversation replies — so the dashboard reflects everything that actually went out, not just one part of it.
Throughput & Funnel
Below the KPI cards, two views explain how your sends performed:
- Throughput chart — a daily series of 8 days (the 7-day window plus today) plotting sent, delivered, and failed messages. Alongside it, the peak hour (your busiest hour over the last 24 hours) and the average per hour over those 24 hours.
- Engagement funnel — a four-stage drop-off. Each stage shows its count, its percentage of the sent total, and how many were lost moving to the next stage.
| Funnel stage | What it counts |
|---|---|
| 01 · Sent | Outbound messages (the 100% baseline). |
| 02 · Delivered | Outbound with status sent/delivered/read. |
| 03 · Replied | Inbound replies in the window. |
| 04 · Engaged | Unique conversations that replied (distinct repliers). |
Tip: The funnel and reply rate count replies and sends from the same channel, so the numbers always make sense (you will never see a reply rate above 100%).
Operational Widgets
The rest of the Dashboard surfaces the working state of the workspace:
| Widget | What it shows |
|---|---|
| Broadcasts / Campaigns | Counts of running, scheduled, and paused/failed broadcasts, plus the four most-recently-updated campaigns with a status pill and a progress bar (how many succeeded out of all recipients). Matched to your active channel. |
| Devices | Connected vs. total channels for the workspace, shown as cards (up to four). Matched to your active channel (see below). |
| Templates | Your most-used templates (top 5 by sends) with sends, delivered, read, a read rate, and a performance bar. |
| Live inbox | The 3 most recent conversations with a message preview, the total unread count across the workspace, and how long the oldest unread has been waiting. |
| Geography | A breakdown of contacts by country (top 6), with flags and counts. Phone dial codes are turned into readable country names. |
| Activity log | Recent customer-facing actions (sends, broadcasts, template edits). Background sign-in and session events are hidden so only meaningful activity shows. |
| Integrations health | Connection status for WooCommerce, Shopify, Google Sheets, and Meta Catalog, summarized as a simple "connected out of total" count. |
| Wallet credits | Your credit balance and an estimate of how many messages it covers. |
Stats Match Your Channel
The Dashboard always reflects the channel your workspace is currently sending on. This keeps the numbers honest when a workspace switches channels:
- Unofficial API workspaces see their paired phones, with live connected/online state and per-phone 24-hour send and delivery numbers.
- WhatsApp Cloud API / Twilio workspaces see their provider connections shown as devices — not leftover phones from a channel they used before.
- Message, broadcast, template, and funnel counts only include the active channel, so a Cloud API workspace is never inflated with Unofficial API sends.
If a card looks empty right after switching channels, that is expected — the new channel has no history yet. Numbers fill in as you send and receive on it.
Troubleshooting
| Symptom | Likely cause & fix |
|---|---|
| Dashboard redirects me to the Team Inbox | Your role in this workspace is Agent or Viewer. The Dashboard requires Manager or above. Ask an owner/admin to raise your role. |
| Every KPI reads zero | No channel is connected yet, or the channel has no traffic in the last 7 days. Connect a channel (Connecting a Channel) and send a test. |
| Numbers dropped to zero after switching channels | Expected — counts only include the active channel, and the new one has no history. They build up as you send on it. |
| Devices card shows the "wrong" connections | The card mirrors the active channel. A Cloud API/Twilio workspace shows its provider connections, not Unofficial API phones (and vice versa). |
| Reply rate seems low | Reply rate is inbound replies ÷ sent over the same channel and time window. Heavy outbound with few replies legitimately produces a low rate. |
| Geography shows a number instead of a country | The contact's stored dial code is a rare prefix that has no country name mapped, so the raw value is shown instead. |
Where to Go Next
The Dashboard is a launchpad. From here:
- No connected channel? Start at Connecting a Channel — the Devices card and the headline stay empty until a number is online.
- Numbers look low or capped? Review Plans & Free Trial for limits and upgrades.
- Ready to message? Jump into the Team Inbox, build a Template, or launch a Broadcast from the top navigation.
- Multiple businesses? Use the header switcher to re-scope the Dashboard to another tenant — see Workspaces & Switching.