Campaign results
Read a campaign's live progress, its recipient list, why messages failed, and how replies are tracked.
Once a campaign has been sent, its page shows how it is going. The counts refresh on their own, so you don't need to reload the page.
Go to Campaigns › Broadcasts and click the campaign's name.
Progress
The Progress section shows a bar and counts for every recipient state. Beside it you see when the counts were taken, the requested sending rate and the actual rate.
| State | Meaning |
|---|---|
| Not queued yet | The recipient has a row and nothing has been queued for them yet. |
| Queued | Handed to the send queue. |
| Slowed down | Held back by the rate limit. The message will go, a little later. |
| Sent | WhatsApp accepted the message. |
| Delivered | It reached the customer's phone. |
| Read | The customer opened it. |
| Replied | The customer replied. |
| Failed | The message could not be sent. It carries a reason. |
| Not sent | Deliberately not sent: opted out, unreachable or missing a personalisation value. Nothing is wrong. |
Finished counts recipients whose message was handed to WhatsApp or who were deliberately not sent to. When a campaign is Completed, the counts are final, but Delivered, Read and Replied can still rise as WhatsApp reports back.
If the counts stop updating, you see These numbers have stopped updating. Reload the page.
Test sends are shown separately under Test sends and never count towards the campaign's progress.
Why messages failed
Why messages failed groups failed recipients by WhatsApp's reason, largest group first. Each group shows WhatsApp's explanation and, where there is one, Meta's error code and a Fix in Meta link.
A common one is Meta refused this message: the WhatsApp Business account has no valid payment method. Add a payment method in Meta Business Suite and send again.
For more help, see Messages not delivered.
Recipients
The Recipients table lists every row, what happened to it, and the message it produced:
- Contact: a link to the contact record.
- State: the recipient's state, with the reason if they were not sent or the message failed.
- WhatsApp message id: WhatsApp's id for the message, useful when talking to support.
Use Filter by state to show one state, for example Failed or Not sent.
Reasons a recipient was not sent
| Reason | What to do |
|---|---|
| Opted out | Nothing. The customer asked not to receive campaigns. |
| Not reachable on WhatsApp | The number can't receive WhatsApp messages. |
| Missing a personalization value | Fill in the field the blank needs on the contact, then resolve the audience again before sending (this works only before the campaign is sent). |
| Reached twice by this audience | A duplicate; the contact gets one message. |
Reasons a message failed
| Reason | Meaning |
|---|---|
| WhatsApp refused this message | WhatsApp rejected it. See the reason shown with it. |
| Retried until the attempts ran out | Sending was retried and kept failing. |
| Something on our side failed | An error inside IconEngage. Contact support if it keeps happening. |
Replies
When a customer replies to a campaign message, the reply arrives in the Inbox as a normal conversation for your team to answer, and the recipient's state moves to Replied.
If a customer replies with a stop word, they are opted out and appear in Contacts › Opt-outs with the campaign named. See Opt-outs and consent.
Reports across campaigns
To compare campaigns over time, see the Campaigns report.
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.