WhatsApp analytics for response time, unanswered chats and load
Chatdue counts what happens in your WhatsApp conversations as messages arrive: who is still waiting, how long replies take, which hours are busiest and how your numbers compare.
WhatsApp shows you chats, not patterns
You can scroll through conversations, but the app won’t tell you how many customers waited more than an hour yesterday, or whether your second number is slower than the first. Without that, problems show up only as lost sales.
Numbers side by side
| Number | Chats | Unanswered | Avg. first reply | Out of hours |
|---|---|---|---|---|
| Sales | 214 | 6 | 12 min | 18% |
| Support | 131 | 11 | 41 min | 27% |
| Branch | 76 | 2 | 9 min | 8% |
Customer messages by hour
What is measured
These metrics need no AI and are updated as messages come in:
Unanswered conversations
The customer wrote last and nobody has replied. A chat counts once it has waited longer than your threshold — 30 minutes by default, adjustable.
First and average response time
How long customers wait for the first reply and for replies during the conversation.
Out-of-hours messages
Customer messages that arrive outside the working hours you set.
Load by day and hour
A heatmap of incoming customer messages, so you can plan shifts around real demand.
Comparison by number
Conversations, response time and unanswered chats for each connected number.
Conversations gone quiet
You wrote last and the customer hasn’t answered for a set number of days — 2 by default.
Run analysis on the chats you choose and the same dashboard gains topic, sentiment, deal stage, lead temperature and objections — as charts and as filters for the conversation list.
What it helps you do
Fix the slowest hours first
The heatmap and out-of-hours count show where waiting happens.
Compare numbers fairly
Every number is measured the same way, from the same message timestamps.
Share the list, not screenshots
Filter conversations and export them to Excel with all fields.
Good to know
- Metrics are per conversation and per number, not per employee. Chatdue can’t tell which person typed a message on a shared number.
- Only the history WhatsApp shares with linked devices and messages received after connecting are counted. Group chats are skipped unless you turn them on for a number.
Questions and answers
Do I need to run AI analysis to see response times?
No. Response time, unanswered chats, load by hour and the number comparison are calculated from message timestamps without AI and don’t use your analysis limit.
Can I change what counts as unanswered?
Yes. You set the waiting threshold, the working hours and after how many days a conversation counts as gone quiet.
Does it work with WhatsApp Business?
Yes. Both the WhatsApp and WhatsApp Business apps support linked devices, which is how the number is connected.
More of the product
Follow-up list
Who to write to today, with a suggested next message
Custom AI analysis
Turn your own questions into analysis fields
Pricing
Plans differ only by the number of WhatsApp numbers and the monthly AI analysis limit.
Related articles
How to Analyse Old WhatsApp Conversations: What to Check in Your First Audit
In your first audit of old chats, record the coverage first, start with three questions and check the results against the original messages. A practical plan that shows data gaps.
Sales teamMulti-Branch WhatsApp Reporting: Building an Owner’s Report Across Several Businesses
Review conversations from several businesses against shared criteria. A report on open enquiries, commitments and objections that shows the owner only what needs a decision.
AnalyticsWhatsApp Statistics vs Conversation Analytics: What Message Counts Miss
Message counts, response times and conversation content answer different questions. Use an example and a selection checklist to decide which analysis your business needs.
See which customers are still waiting
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