Message Volume

The message volume section shows you how many WhatsApp messages enter and leave your agency each day. Unlike conversation metrics, which count full threads, this section counts individual messages.

The volume chart

The main element in this section is a bar chart that shows two values for each day:

• Received (inbound) -- solid-color bars representing messages your contacts sent to your WhatsApp number.
• Sent (outbound) -- lighter bars representing outbound messages sent by your agents.

Both values are stacked in the same column for each day, allowing a quick visual comparison.

Chart legend

In the top-right corner of the chart, you will find a legend with two color indicators:

Interactive tooltip

Hover over any bar to see a tooltip with:

• The date of the day (month-day format).
• The number of messages received (indicated with a down arrow).
• The number of messages sent (indicated with an up arrow).

What the counts include

Received messages

All inbound messages from your contacts within the selected period are counted. This includes:

• Text messages.
• Image, audio, video, and document messages.
• Interactive messages (replies to buttons or lists).

Sent messages

Outbound messages sent by human agents are counted. This includes messages manually written from the inbox.

How to interpret the chart

Received vs sent ratio

• More received than sent -- this is normal. Contacts usually send several messages before receiving a complete response. It may also indicate that the bot is handling part of the replies.
• More sent than received -- may indicate that your agents are sending proactive follow-ups or template messages.
• Balanced ratio -- suggests your team is actively responding to each incoming message.

Trends over time

• Steady growth -- your agency is capturing more inquiries. Check if you need to add agents to your team.
• Occasional spikes -- likely related to marketing campaigns, social media posts, or property launches.
• Sudden drops -- verify that your WhatsApp number is connected and there are no service interruptions.

Days with no data

If a day has no visible bars, it means there were no messages on that date. This may happen on weekends or holiday periods.

Relationship with other metrics

Message volume complements other dashboard sections:

• Conversations -- each conversation can contain many messages. If message volume grows but conversations stay the same, it means conversations are getting longer.
• Agent Performance -- messages sent per agent are detailed in the Agent Performance section.
• Billing -- message volume affects your plan consumption. If you are approaching the limit, consider purchasing a credit pack.

Practical tips

1. Compare weeks. Use the "Last 7 days" range selector to compare this week's activity, then switch to "Last 30 days" to observe the broader trend.

2. Identify peak days. If you notice certain days have much higher volume, coordinate with your team to ensure coverage during those times.

3. Monitor after campaigns. Each time you launch a marketing campaign or publish new properties, check the message volume in the following days to measure the impact.

4. Review regularly. Establish a weekly routine of checking message volume alongside conversation metrics to get a complete picture of your agency's activity.

5. Consider seasonality. Costa Rica's real estate market has high and low seasons. Use the 90-day range to identify these patterns and plan your team staffing in advance.