Reports FAQ & troubleshooting
Quick answers to the questions people ask most about Reports.
Reports FAQ
Their role doesn't include reporting access. Only System Owners, Organization Admins, and Individual users can open Reports. An admin can change their role under Team Management.
Usually there's simply no data for it yet in the selected range, e.g. no customer ratings (CSAT), no escalations, or no documents uploaded. For marketing and knowledge-base reports it can also mean that feature isn't set up.
Some reports are deliberately "current state" and ignore the filter: all Knowledge Base reports, Marketing Contacts & Segments / Message Templates / Messaging Costs, and System System Status / Plan & Billing. Everything else responds to the date range.
No, AI/token costs are estimates from a fixed per-model price table, good for budgeting. WhatsApp campaign costs come from WhatsApp's own reported charges and are in USD; subscription billing uses your plan's currency (typically KES).
Account Health and Historical Data are built from daily snapshots, which accumulate over time. A new account simply hasn't built up history yet, check back after a few days.
The Acquisition reports. Ad Performance lists every click-to-WhatsApp ad with the conversations, replies and orders that followed, Campaign Performance does the same for broadcasts, and the Conversion Funnel shows the stage where you lose people. They don't include your Meta ad spend, so they show what the click became rather than what it cost.
No. Every figure in Reports is a count. AI is used for two things only: sorting a finished conversation into one of a fixed set of reasons or topics, and writing the summary paragraph around totals it has been handed. It's never asked to produce a number, and it never sees your conversations when writing the summary.
Two Acquisition reports, Where People Drop and What Customers Ask, are on the Premium and Enterprise plans. On Starter and Growth they stay in the menu but show an upgrade panel. Every other report is on all plans.
Yes, reports are computed fresh each time you open or refresh them, use the Refresh button to re-pull at any time. To export, use the share/export controls on the report screen to send by email or WhatsApp, copy a link, or download a screenshot/PDF or CSV.