WhatsApp Tracking & Analytics

Joryio provides comprehensive tracking for WhatsApp messages, including delivery status, opens, clicks, and button interactions. This data feeds real-time analytics.

Overview

WhatsApp tracking enables you to:

Track message delivery - Sent, delivered, read status
Monitor engagement - Button clicks, link clicks
Analyze campaigns - Attribution of conversions to specific campaigns
Trigger workflows - Use inbound WhatsApp messages to trigger Canvas journeys

Events Tracked

Outbound Message Events

When you send WhatsApp messages through campaigns or Canvas, the following events are tracked:

Event Name	Description	Properties
`message.sent`	Message was accepted by the WhatsApp API	channel, messageId, messageType, templateName, to, campaignId, variantId, canvasId, nodeId, wabaId, senderId, contentSource, templateId, decisionId
`message.delivered`	Message reached the recipient's device	channel, messageId, status, recipientPhone, conversationId, campaignId, variantId, canvasId, nodeId, templateName, contentSource, templateId, decisionId
`message.opened`	Recipient read the message. WhatsApp's `read` receipt is recorded as `message.opened`	channel, messageId, status, recipientPhone, campaignId, variantId, canvasId, nodeId, templateName, contentSource, templateId, decisionId
`message.failed`	Message failed to send	channel, messageId, errorCode, errorMessage, reason, campaignId, variantId, canvasId, nodeId, contentSource, templateId, decisionId
`message.clicked`	User clicked a button in the message	channel, campaignId, variantId, canvasId, clickType, buttonId, buttonTitle, replyToMessageId, contentSource, templateId, decisionId
These are the same event names every channel uses - there is no `whatsapp.`-prefixed outbound event. WhatsApp rows are identified by the `channel` property, which is `whatsapp` on all five, so a WhatsApp-only report is `message.sent` filtered on `channel = whatsapp`.

Every row of the table also carries the send identity: contentSource (template, campaign or canvas), templateId when a saved template was used, and decisionId when an AI Decision node, an Experiment node or a personalized-variant model chose the content. The identity is stamped once on message.sent and echoed on the later events, so a delivery or a click joins to the exact content and decision that produced it. The send row also carries the content reference: contentKind (static or dynamic), contentHash (the authored content as the marketer saved it), and for dynamic content contentTrace (which branches, content blocks, recommendation models and generated text the render resolved, as identifiers) and contentKey (the classification key derived from them).

Two behaviours worth knowing:

Meta also fires a sent status webhook for a message the sending worker already recorded. That webhook status is skipped, so one send is one message.sent.
A status receipt for a message this platform did not send - a reply typed in the WhatsApp Business app, or another tool on the same number - is ignored rather than counted as your delivery.

Inbound Message Events

When users send messages to your WhatsApp Business Account:

Event Name	Description	Properties
`whatsapp.message.received`	Inbound message received	channel, messageType, type, content, contentType, contentText, profile, phoneNumber, messageId, wabaId, accountName, toNumber, replyToMessageId

This one is WhatsApp-specific: it is the event an inbound WhatsApp trigger listens for, alongside sms.message.received and viber.message.received.

Button Click Tracking

When users click buttons in your WhatsApp template messages, Joryio automatically:

Associates clicks with campaigns - Links the button click to the original outbound message
Records the event - Records message.clicked event with full context
Updates campaign analytics - Increments click counts for campaign reporting

How It Works

You send a WhatsApp template with buttons
We store the message with campaign attribution (whatsapp_messages table)
User clicks a button → WhatsApp sends webhook
We look up the original message to get campaign context
We track message.clicked event with campaignId, variantId, buttonId

Tracked Button Data

buttonId - The button payload/ID
buttonTitle - The button text
campaignId - Associated campaign
variantId - A/B test variant (if applicable)
messageId - WhatsApp message ID

Link Click Tracking

WhatsApp link tracking uses the dynamic URL suffix on a template's URL button - the one per-recipient URL slot Meta sanctions. Joryio fills that suffix with a signed token pointing at your tracking domain; the tap is logged and then redirected to the real destination. Because the button's base URL is part of the approved template, nothing about the message is rewritten at send time - the template stays valid.

Setup

1. Configure your tracking domain. Set it once under Settings → Tracking domain (e.g. track.yourbrand.com). See Tracking domain.

2. Author the Meta template with a tracking-domain URL button. Give the button a dynamic URL whose base is your tracking domain:

Button URL: https://track.yourbrand.com/wa/{{1}}

Submit the template for approval as usual. Meta approves it with your tracking domain - the {{1}} dynamic suffix is the sanctioned varying part.

3. Map the destination in the campaign. When you pick the template in the campaign composer, any URL button with a dynamic suffix shows a Button link field - marked tracked when its base is a …/wa/{{1}} tracking URL. Enter the real destination, either a fixed URL or a Liquid expression:

{{ user.custom.offerUrl }}

That's it - no code. At send, Joryio:

Resolves the destination per recipient (Liquid, catalog feeds and content blocks all work).
Mints a signed tracking token carrying the destination plus attribution (campaign or journey, variant, user).
Sends the token as the dynamic suffix, so the recipient receives https://track.yourbrand.com/wa/<token>.

Tracking Flow

Template button (approved): https://track.yourbrand.com/wa/{{1}}
Send: suffix ← signed token { destination, org, user, campaign/canvas, variant }
Recipient taps → GET /wa/:token on your tracking domain
Token verified (HMAC) → message.clicked logged (channel = whatsapp) → 302 to the destination

The token is HMAC-signed, so a tampered or forged suffix is rejected, and the destination travels inside the token - no database lookup is needed to attribute the click.

Buttons that aren't on your tracking domain

A URL button whose base is not your tracking domain (for example https://shop.com/{{1}}) is treated as an ordinary Meta dynamic suffix: the value you map is sent as-is and the click is not wrapped. Only tracking-domain buttons become tracked links - Joryio never rewrites a URL Meta didn't approve.

WhatsApp Message Triggers for Canvas

You can use inbound WhatsApp messages as triggers for Canvas workflows.

Configuration

When creating a Canvas, select "WhatsApp Message" as the entry trigger type.

Trigger Options

Option	Description
WhatsApp Account	Specific WABA to listen to (or all accounts)
Message Types	Filter by message type (text, image, button_reply, etc.)
Conditions	Content-based conditions (text contains, equals, regex)

Condition Types

Property	Description	Example
`content.text`	Message text content	Contains "support"
`messageType`	Type of message	Equals "button_reply"
`phoneNumber`	Sender's phone number	Starts with "+1"

Operators

equals - Exact match
not equals - Not exact match
contains - Text contains value
starts with - Text starts with value
ends with - Text ends with value
matches regex - Regular expression match

Template Variables in Canvas

When a WhatsApp message triggers a canvas, you can use these variables in subsequent nodes:

{{ trigger.messageType }}      # 'text', 'image', 'button_reply', etc.
{{ trigger.content.text }}     # Message text content
{{ trigger.content.type }}     # Content type
{{ trigger.phoneNumber }}      # Sender's phone number
{{ trigger.messageId }}        # WhatsApp message ID
{{ trigger.timestamp }}        # When message was received
{{ trigger.wabaId }}           # WhatsApp Business Account ID
{{ trigger.context }}          # Reply context (if replying to a message)

Example: Support Bot Canvas

Entry Trigger: WhatsApp Message
  - Message Type: text
  - Condition: content.text contains "help" OR "support"

Flow:
  → Send WhatsApp Reply: "Hi {{ user.firstName }}, how can we help?"
  → Behavior Split: Wait for response (24h)
    → Responded: Route to support agent
    → No response: Send follow-up message

Analytics Dashboard

View WhatsApp analytics in:

Campaign Analytics - Per-campaign metrics
- Messages sent, delivered, read
- Button click rates
- Conversion rates
Canvas Analytics - Journey-level metrics
- Users triggered by WhatsApp
- Path completion rates
- Response rates
Event export / custom analytics - Build your own reporting
- Browse the raw events (message.sent, message.delivered, message.opened, message.clicked, filtered on channel = whatsapp) in the Event Explorer
- Export events via the API to power custom dashboards

Best Practices

1. Use Templates with Buttons

Buttons have higher engagement than plain text
Button clicks are automatically tracked
Use meaningful button text for better analytics

2. Enable Link Tracking

Wrap URLs in your tracking domain
Get full attribution for external link clicks
Measure true conversion rates

3. Set Up Canvas Triggers

Automate responses to common inquiries
Route users to appropriate flows based on message content
Use regex patterns for flexible matching

4. Monitor Delivery Rates

Track delivered vs sent ratio. Each receipt is counted once, however many times the provider redelivers the webhook, so the ratio cannot climb past 100%
Note the failure rate is failures over attempted (sent + failed): a send WhatsApp rejects outright never emits a sent to divide by
Identify phone number quality issues
Monitor for failed messages

5. Analyze Response Patterns

Track time between message sent and user action
Identify optimal send times
Measure 24-hour session utilization

Troubleshooting

Button Clicks Not Tracking

Check webhook configuration - Ensure WhatsApp webhooks are properly configured
Verify message storage - Original message must exist in whatsapp_messages table
Check campaign attribution - Message must have campaignId for full tracking

Inbound Messages Not Triggering Canvas

Verify canvas is active - Canvas must be in "active" status
Check trigger conditions - Ensure message matches configured conditions
Verify WABA connection - Account must be active and connected

Missing Analytics Data

Check the Event Explorer - Confirm WhatsApp events are still arriving; if events have stopped entirely, contact support
Verify event emission - Check backend logs for event tracking
Check time range - Analytics have a processing delay

Overview​

Events Tracked​

Outbound Message Events​

Inbound Message Events​

Button Click Tracking​

How It Works​

Tracked Button Data​

Link Click Tracking​

Setup​

Tracking Flow​

WhatsApp Message Triggers for Canvas​

Configuration​

Trigger Options​

Condition Types​

Operators​

Template Variables in Canvas​

Example: Support Bot Canvas​

Analytics Dashboard​

Best Practices​

1. Use Templates with Buttons​

2. Enable Link Tracking​

3. Set Up Canvas Triggers​

4. Monitor Delivery Rates​

5. Analyze Response Patterns​

Troubleshooting​

Button Clicks Not Tracking​

Inbound Messages Not Triggering Canvas​

Missing Analytics Data​

Related Documentation​