WhatsApp analytics, evals and billing
What you can measure on WhatsApp, how chats are graded, and exactly what WhatsApp costs.
Analytics
WhatsApp → Analytics shows:
- Volume - chats and messages per day, in and out.
- Delivery - sent, delivered and read, and why messages failed - each reason in plain words with what to do (for example “The 24-hour reply window had closed - send an approved template instead”).
- Templates - each template’s read and reply rate.
- Outcomes - chats the agent resolved versus handed to your team, and how chats ended.
- Speed - how fast a person answered after a handoff, and the agent’s response time.
- Consent and the 24-hour window - opt-outs and opt-ins, and messages refused because the window had closed.
- Meta cost estimate - what Meta is likely to bill for the templates you sent (an estimate; Meta’s invoice is final).
- Chats from ads - chats that started when someone tapped one of your click-to-WhatsApp ads or posts, per ad: how many came in, the share that replied and the share that needed a person.
- Eval pass rate - when conversation evals are on.
Filter by date range, agent and number: every card follows the filters, except the eval pass rate, which is per agent and says so while a number is chosen. Test chats are left out. Times are in your workspace time zone.
Conversation evals
With conversation evals on, a share of each agent’s finished WhatsApp chats is graded against your criteria (“What good looks like”). Each chat in the inbox history has an Evals tab with the verdict, score and reasoning, and you can run the check again. Results reach your systems as the chat.evaluated webhook.
What WhatsApp costs
WhatsApp has two separate bills:
| Who bills you | For what | How |
|---|---|---|
| oyehello, from your wallet | Each AI conversation your agent has (the same price as web chat) | ₹2 per conversation, with no per-message charge, charged when the conversation ends. Shown in the wallet history as WhatsApp / web chat conversation. |
| Meta, to the payment method on your WhatsApp Business Account | Each template Meta delivers | By the template’s category and the customer’s country. Normal replies inside the 24-hour window are free, and so are utility templates sent inside it. |
- The current oyehello price is on WhatsApp → Settings (What WhatsApp costs) and Billing → Overview.
- Meta’s fees never touch your wallet. Meta has charged per delivered message since 1 July 2025 (Meta’s pricing). The campaign pre-flight and Analytics show an estimate; each message’s Meta fee (free or the billed category) is in the message log.
- A WhatsApp conversation where only your offline note went out (no agent ran) is not charged by oyehello.
Worked example: with a chat price of ₹2 per AI conversation and no per-message charge, you send a utility template to 100 customers and 20 reply and chat with your agent, 5 messages each. Meta bills your WhatsApp account for 100 delivered utility templates at its rate. oyehello charges your wallet 20 × ₹2 = ₹40.
See Billing & wallet for top-ups and the wallet ledger.
Next: Troubleshooting →