Reports: Filter Messages Report by Outgoing Message Sub-Type (Message Template Name)
N
Nabilah Binti Salleh
Business Problem:
- The business sends specific WhatsApp message templates via API when events occur in their CRM, while agents also send templates during regular conversations.
- They've noticed a decline in conversion rate and want to determine whether specific templates are contributing to it — but today's Messages Report has no way to isolate delivery metrics (Sent, Delivered, Read, Failed) for a single template.
Desired Outcome:
Add "Outgoing Message Sub-Type / Message Template Name" as a filter option in the Messages Report (under + Add Filter), so businesses can view Sent, Delivered, Read, and Failed metrics for one specific WhatsApp message template at a time, instead of only for all templates combined.
Use case: A business suspects one or two specific templates (e.g., an order-confirmation template sent via API) have unusually low Read or high Failed rates compared to others, and wants to isolate that template's performance to confirm before making changes.
Current workaround:
- Filter the Messages Report by Message Type (Message Template).
- Export every page of the outgoing messages list report (current limit 100 per page).
- Merge all exported files into a single CSV.
- Manually filter the data by Message Template Name to perform the validation.