With the introduction of the WhatsApp in Aircall channel for messaging, users with access to Analytics in the Aircall Dashboard can now view data related to WhatsApp messages sent and received directly within their analytics reports.

Overview Dashboard

Messages sent and received through WhatsApp in Aircall are now included in the Overview Dashboard alongside other message types.

Changes to the Overview Dashboard

  • The SMS field is now labeled Messages and includes WhatsApp in Aircall messages.
  • Tooltips and text have been simplified for clearer and more concise information.
  • Each KPI now displays the variation of its metric compared with the previous period.
  • The Total SMS evolution diagram has been renamed Messages over time, and now includes WhatsApp in Aircall messages.
  • A new WhatsApp template usage per country and type chart has been added.
Important: Outbound WhatsApp in Aircall messages without a template are not included in this chart.

New fields added to the Overview Dashboard

Field nameDescription
Total WhatsApp messagesThe total number of WhatsApp messages sent and received.
Inbound WhatsApp messagesThe total number of WhatsApp messages received.
Outbound WhatsApp messagesThe total number of WhatsApp messages sent.

Analytics+: Drill down fields - SMS

Messages sent or received via WhatsApp in Aircall are now included in the Analytics+: Drill down fields - SMS section. This enhancement allows deeper insights into WhatsApp activity alongside existing SMS/MMS data.

New fields added to Analytics+

Field nameDescription
ChannelThe channel used for the message (SMS/MMS or WhatsApp).
Customer number country codeThe ISO code of the customer’s phone number country. Example: BE (for Belgium)
Template categoryThe name of the WhatsApp template category used (for outbound messages). Possible values: Authentication, Marketing, Utility. This field remains empty for SMS/MMS messages, inbound WhatsApp messages, and outbound WhatsApp messages sent without a template.
WhatsApp message typeThe per-message pricing type applicable to the message.
UserThe Aircall agent who sent the message (for outbound messages).
Note: These enhancements provide a unified view of all messaging activity—across SMS and WhatsApp—within Aircall Analytics, helping teams track performance and message usage more effectively.