Reports and exports

In the Business Settings > Reports menu, you create operational and agent performance reports for a date range, then export them to Excel. The Excel file is prepared in the background, and you get it from the Business Settings > Download Center menu.

Who can use these menus

Action	Admin	Supervisor	Agent
Open Reports and create reports	Yes	Yes	No
Create the WhatsApp Service Charge Report	Yes	No	No
Open Download Center	Yes	Yes	No
Download exports	All exports in your business	All exports in your business	No
Delete exports	All exports in your business	Only exports they created	No

Note that a Supervisor can download exports that an Admin created, including customer data exports. The Reports menu appears only if the analytics feature is active for your business.

Create a report

Open Business Settings > Reports.
Select a Report Type.
Fill in the Start Date and the End Date. The dates cannot be later than today, and the End Date cannot be before the Start Date.
If the Report filters section appears, fill in the filters you need.
Select Records per Page: 10, 25, 50, or 100 rows.
Click Generate Report. The result appears as a table below the form.

When the page opens, the default values are the Agent Performance Report, a range from the 1st of this month to today in your business timezone, and 10 rows per page.

Report types

Report Type	Extra filters
Agent Performance Report	None
Case/Session Report	None
Agent Activity Report	None
Topic Report	None
Broadcast Summary Report	Recipient number, Sender number, Template, Created by
Broadcast Detail Report	Recipient number, Sender number, Template, Created by
Bot Performance Report	None
API Send Report	Recipient number, Sender number, Template, API key
Chat Transcript Report	Handling agent, Customer (phone or BSUID)
WhatsApp Service Charge Report	None

Also:

The Chat Transcript Report contains the content of every message in the conversation. The Customer filter accepts a number that starts with 08, 62, or +62, or a BSUID. Web widget and Instagram customers who have no phone number cannot be found with this filter yet.
The WhatsApp Service Charge Report appears only for Admins, and only if Meta's service billing applies to your business.

Date range limits

Report Type	Longest range
Chat Transcript Report	31 days
WhatsApp Service Charge Report	92 days
Other types	No limit

The range includes both the start date and the end date. For example, 1 October to 31 October 2026 is 31 days and is still accepted for the Chat Transcript Report. If the range is too long, the application shows the message "This report accepts a date range of at most 31 days. Narrow the start or end date." and does not create the report.

Export a report to Excel

After the report is created, two export buttons appear in the top right.

Button	File content	Type name in Download Center
Export Excel	The detailed report data. Appears if the report contains data.	Report
Export Summary Excel	A summary of the selected report. Not available for the WhatsApp Service Charge Report.	Full Report

Create a report with the steps above.
Click Export Excel or Export Summary Excel.
Open Business Settings > Download Center to get the file.

Exports are always processed in the background, including small reports. You can leave the page after you request an export. While an export of yours with the same type is still pending or processing, a new export request is rejected.

Download Center

In the Business Settings > Download Center menu, you get the files from report exports, customer data exports, and Message Summary exports. The number next to the menu name shows how many files are ready to download.

Status	Meaning
Pending	The export was requested and is waiting its turn.
Processing	The file is being prepared.
Ready	The file can be downloaded.
Failed	The file could not be created. Read the error text.
Expired	The download period has passed. Create a new export.

Download a file

Open Business Settings > Download Center.
Click Download on a row with the Ready status. The file opens in a new tab.

You can download the file for 3 days after it is created. The time is shown in the Expires column.

Retry a failed export

Click Retry on a row with the Failed status. The application creates a new export request with the same choices. If this button does not appear on an old report export, create a new report and export it again.

Delete a file

Click the delete icon on the export row, then confirm. Admins can delete all exports in your business. Supervisors can delete only exports they created.

Customer data exports are explained in the Customers topic, and Message Summary in the Templates and broadcasts topic.