Product guides
Reports and message history
The Reports page lists the messages your workspace has queued, from the dashboard, campaigns, reminders, integrations and the API. Use it to check whether a message was sent, see why one failed, cancel messages that haven't gone out yet and export your history.
Before you start#
- Everyone in the workspace can view reports. Only owners and editors can cancel messages.
- Open Reports in the sidebar, or go to Reports.
Daily message report#
The chart at the top covers the last 30 days, one point per day:
- Messages Created: messages queued that day, whatever happened to them afterwards.
- Sent Messages: messages queued that day that have been sent.
A large gap between the two lines usually means messages failed, were cancelled or are still waiting.
Days are counted in India Standard Time (UTC+5:30). If you're in another time zone, a message sent late or early in your day can appear on the neighbouring day.
Find messages#
The Messages History table shows the newest messages first. Choose 25, 50 or 100 rows per page. Use the controls above the table to narrow it down:
| Control | What it does |
|---|---|
| Sort by Created Time / Sort by Sent Time | Sort by when the message was queued, or by when it was sent. Sorting by sent time uses the scheduled time, then the created time, for messages that haven't been sent. |
| Search phone number | Shows messages whose recipient number contains what you type. Press Enter or click outside the box to search. |
| Campaign filter | Shows only the messages of one campaign sent from a spreadsheet. Type to search campaigns by name. |
| All WhatsApp Numbers | Shows only messages sent from one number. Appears when more than one number is connected. |
| All Statuses | Shows only messages with one status. |
To see the messages of a single campaign, you can also open Campaigns, click Actions on the campaign and choose View Messages.
Table columns#
| Column | What it shows |
|---|---|
| Message Details | The message ID (such as #9817263), the type (Text, Image or File) and the text. Long messages are shortened; click Show more to read them. Below: To: the recipient, Via: the WhatsApp number that sends it, with a Cloud or Extension badge, and a link to view the image or download the file. |
| Created/Scheduled/Sent | When the message was created, scheduled (if it was) and sent, in your browser's time zone. Failed messages show the time they failed as Sent. |
| Status | See Message statuses. |
| Actions | Clone Message for every message, and a cancel button for pending messages. |
Message statuses#
| Status in the table | Status code | Meaning |
|---|---|---|
| Pending | 0 (Created) | Queued or scheduled, and not sent yet. |
| Sent | 1 | Sent from your WhatsApp number. |
| Failed | 2 | Couldn't be sent. The reason is shown under the status. |
| Cancelled | 3 | Cancelled before it was sent. |
| Expired | 4 | Not sent before its expiry time. |
The status codes are the ones the Message status API and Message history API return. The same statuses appear in the CSV export, where pending messages are labelled Created.
When a failed message has a screenshot of the failure, a Screenshot button appears under the error. It opens the Failure Screenshot with the message ID, failure time and error, and a Download Screenshot button. Screenshots are kept for about 7 days, after which the image no longer opens.
Messages wait as Pending while their WhatsApp number is disconnected. Keep the number connected on WhatsApp settings. Pending messages created more than 90 days ago are deleted if their number is disconnected or deleted, unless they're scheduled for a time in the last 90 days or later.
Resend a message#
Click Clone Message on any row to open the send message dialog filled in with the same recipient, message type, text and image or file link. Scheduling is switched off. Choose the WhatsApp number, change anything you need and send it as a new message.
Cancel messages#
Only messages with the status Pending can be cancelled, including scheduled ones. Cancelled messages aren't sent and don't use credits.
Cancel one message#
Find the message
Filter the table by Pending or search for the recipient's number.
Click the cancel button
Click the red × button in the Actions column.
Confirm
Click Yes, cancel it!. The status changes to Cancelled.
Cancel all pending messages#
Cancel All Pending Messages cancels every pending message in the workspace at once. The button is greyed out when there's nothing pending.
Export messages to CSV#
Open the export
Click Export CSV above the table.
Pick the dates
Choose a Start Date and End Date. The range starts as the last month and can be at most 90 days.
Download
Click Export CSV in the dialog. The file downloads as
Messages-<start date>-to-<end date>.csv, such asMessages-2026-08-16-to-2026-09-16.csv.
The export includes every message created in the date range. The table filters and search don't apply to it.
| Column | Contents |
|---|---|
| WhatsApp Number | The number the message was sent from. |
| Customer Number | The recipient's number, or the group name. |
| Message | The message text, up to its first 500 characters. |
| Message Type | Text, Image or File. |
| Created Time | When the message was queued, such as 14:05 16 Sep,2026, in UTC. |
| Sent Time | When it was sent, or for failed messages when it failed, in the same format. N/A if neither has happened. |
| Status | Created, Sent, Failed, Cancelled or Expired. |
Troubleshooting#
| Message or problem | What to do |
|---|---|
Cancel All Pending Messages is greyed out with Only organization owners and editors can cancel messages | Your role is Analyst. Ask the workspace owner for editor access. |
This message cannot be cancelled. Only pending messages can be cancelled. | The message was already sent, failed, cancelled or expired. |
Date range cannot exceed 90 days. Please select a smaller range. | Export the period in parts of 90 days or less. |
Start date cannot be after end date. | Swap the dates. |
Error exporting messages. Please try again. | Check both dates are set and try again. If it keeps failing, contact support. |
| Messages stay Pending | Check the sending number is connected on WhatsApp settings, and whether the message is scheduled for later. |
Sending was interrupted and may have been delivered. Check WhatsApp before resending. | Sending stopped part-way twice, so the message may already have arrived. Check the chat in WhatsApp before you use Clone Message, or the recipient may get it twice. |
File type not supported on a message with audio | WAV and OGG audio can't be sent. Convert to MP3 or M4A. |
| Messages show Expired | They had an expiry time and the number didn't send them in time, often because it was disconnected. |
| Search finds nothing | Search the digits of the number without + or spaces, then press Enter. |