WhatsApp Activity Logs - User Guide

What are Activity Logs?

Activity Logs provide a complete history of all WhatsApp messages sent from your CRM. Every time an automated WhatsApp message is triggered through Template Mapping, a detailed log entry is created showing whether the message was sent successfully, delivered, failed, or is still pending.

Think of Activity Logs as your WhatsApp message tracking system - you can see exactly what happened with each message, troubleshoot delivery issues, and monitor your WhatsApp communication.

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Why Use Activity Logs?

✅ Track Message Delivery - Know which messages were delivered successfully
✅ Troubleshoot Issues - Identify why messages failed to send
✅ Monitor Performance - See how your WhatsApp automation is performing
✅ Audit Trail - Maintain a complete record of all WhatsApp communications
✅ Debug Problems - View technical details when something goes wrong

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Accessing Activity Logs

Navigate to: WhatsApp API → Activity Logs

You'll see a comprehensive table displaying all your WhatsApp message activity.

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Understanding the Activity Logs Table

The table displays key information about each WhatsApp message sent:

Table Columns

1. ID

A unique identifier for each log entry. Use this when reporting issues or referencing specific messages.

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2. Category

Shows what type of record triggered the message.

Examples:

• Contact - Message triggered by contact events
• Deal - Message triggered by deal events
• Company - Message triggered by company events
• Activity - Message triggered by activity events
• Document - Message triggered by document events
• Note - Message triggered by note events
• Call - Message triggered by call events

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3. Name

The name of the Template Mapping configuration that sent this message.

Example: "New Deal Notification" or "Welcome Message"

This helps you identify which automation rule sent the message.

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4. Template Name

The WhatsApp template that was used for the message.

Example: "deal_won_notification" or "welcome_message_template"

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5. Response Code

HTTP status code returned by WhatsApp's API.

Status Codes:

• 200 (Green badge) - Success! Message was accepted by WhatsApp
• 400-499 (Red badge) - Client error (wrong data, invalid phone number, etc.)
• 500+ (Gray badge) - Server error on WhatsApp's side

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6. Relation Type

The type of CRM record related to this message.

Examples:

• Contact
• Deal
• Company
• Activity

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7. Send Status (Colored Badge)

Indicates whether the message was sent successfully to WhatsApp's servers.

Status Types:

• Success (Green badge) - Message was sent to WhatsApp successfully
• Sent (Green badge) - Message transmitted successfully
• Failed (Red badge) - Message failed to send
• Pending (Yellow badge) - Message is waiting to be sent

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8. Delivery Status (Colored Badge)

Shows the actual delivery status from WhatsApp to the recipient.

Status Types:

• Delivered (Green badge) - Message reached the recipient's phone
• Sent (Blue badge) - Sent to WhatsApp but not yet delivered
• Read (Purple badge) - Recipient opened and read the message
• Failed (Red badge) - Message could not be delivered
• Pending (Yellow badge) - Waiting for delivery confirmation
• N/A - No delivery status available yet

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9. Created At

Date and time when the message was sent (or attempted to send).

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Filtering and Searching

Using Table Filters

Use the filter options to narrow down your results:

Filter by Send Status:

• Success
• Failed
• Pending

Filter by Delivery Status:

• Delivered
• Sent
• Read
• Failed
• Pending

Filter by Date Range:

• Select a start and end date to view logs from a specific period

Filter by Category:

• Contact
• Deal
• Company
• Activity
• Document
• Note
• Call

Filter by Response Code:

• 200 (Success)
• 400 (Client errors)
• 500 (Server errors)

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Searching

Use the search box to find specific logs by:

• Template name
• Configuration name
• Message ID
• Phone number

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Sorting

Click any column header to sort the table:

• Created At - Sort by newest or oldest first
• Send Status - Group by success/failed
• Response Code - Sort by error codes
• Any other column

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Viewing Detailed Log Information

To see complete details about a specific message:

1. Click the "View" action (eye icon) in the Actions column
2. The detailed log view opens with two main sections

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Section 1: Log Summary Card

This card shows essential information at a glance:

Status Badge (Top Right)

Large colored badge showing the overall send status

Template Name

Which WhatsApp template was used

Response Code

HTTP status code from WhatsApp API

• 200 = Success
• 400+ = Error

Delivery Status (Badge)

Current delivery state with colored indicator

Phone Number ID

WhatsApp business phone number that sent the message

Category

What triggered the message (e.g., "Deal Created")

Created At

Exact timestamp when the message was sent

Failed Reason (if applicable)

If the message failed, this shows why.

Common failure reasons:

• Invalid phone number format
• Phone number not registered on WhatsApp
• Template parameter mismatch
• Business account not verified
• API token expired
• Rate limit exceeded

Example:

Error: Invalid recipient phone number.
The phone number is not in E.164 format.

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Section 2: Response Data Card

This card displays the complete technical response from WhatsApp's API in JSON format.

What you'll see:

• Full API response from WhatsApp
• Message IDs
• Request parameters sent
• Error details (if any)
• Debugging information

Example Response Data:

{
  "messaging_product": "whatsapp",
  "contacts": [
    {
      "input": "+1234567890",
      "wa_id": "1234567890"
    }
  ],
  "messages": [
    {
      "id": "wamid.HBgNMTIzNDU2Nzg5MBUCABEYEj..."
    }
  ]
}

This is useful for:

• Troubleshooting technical issues
• Reporting problems to support
• Understanding API errors
• Verifying message parameters

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Understanding Status Indicators

Send Status Flow

1. Pending → Message queued, waiting to send
2. Sent → Successfully transmitted to WhatsApp
3. Success → WhatsApp confirmed receipt
4. Failed → Could not send (see failed reason)

Delivery Status Flow

1. Sent → Message sent to WhatsApp servers
2. Delivered → Message reached recipient's device
3. Read → Recipient opened and read the message
4. Failed → Delivery failed (recipient's phone issue)

Combined Status Examples

Send Status	Delivery Status	What It Means
Success	Delivered	✅ Perfect! Message was sent and delivered
Success	Sent	⏳ Sent successfully, waiting for delivery confirmation
Success	Read	✅ Message delivered and read by recipient
Failed	-	❌ Failed to send to WhatsApp
Success	Failed	⚠️ Sent to WhatsApp but couldn't be delivered to recipient

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Common Scenarios and What They Mean

✅ Successful Delivery

What you see:

• Send Status: Success (Green)
• Delivery Status: Delivered (Green)
• Response Code: 200

What it means:
Everything worked perfectly! The message was sent to WhatsApp and delivered to the recipient's phone.

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⏳ Waiting for Delivery

What you see:

• Send Status: Success (Green)
• Delivery Status: Sent (Blue)
• Response Code: 200

What it means:
Message was successfully sent to WhatsApp but hasn't been delivered to the recipient yet. This is normal - delivery confirmation can take a few minutes.

Wait a bit and check again. The status usually updates automatically.

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📖 Message Read

What you see:

• Send Status: Success (Green)
• Delivery Status: Read (Purple)
• Response Code: 200

What it means:
Perfect! Not only was the message delivered, but the recipient also opened and read it.

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❌ Send Failed

What you see:

• Send Status: Failed (Red)
• Delivery Status: -
• Response Code: 400 or 500

What it means:
The message couldn't be sent to WhatsApp at all. Check the Failed Reason for details.

Common causes:

• Invalid phone number
• Incorrect template parameters
• API authentication issue
• Template not approved

What to do:

1. Click "View" to see the detailed failed reason
2. Fix the issue (update phone number, check template mapping, etc.)
3. The next trigger will retry with correct data

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⚠️ Delivery Failed

What you see:

• Send Status: Success (Green)
• Delivery Status: Failed (Red)
• Response Code: 200

What it means:
The message was accepted by WhatsApp (send succeeded), but it couldn't be delivered to the recipient's phone.

Common causes:

• Recipient's phone is turned off
• Recipient blocked your business number
• Recipient doesn't have an active WhatsApp account
• Network issues on recipient's side

What to do:

• Verify the phone number is correct
• Confirm the contact has WhatsApp installed
• Wait and try again later (phone might be offline)

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Bulk Actions

Select multiple log entries using checkboxes to perform bulk actions:

Delete Multiple Logs

1. Check the boxes next to logs you want to delete
2. Click the Delete button
3. Confirm deletion

Warning: Deleted logs cannot be recovered. Only delete old logs you no longer need for record-keeping.

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Filtering by Views

Use the pre-configured views for quick access:

All Activity Logs

Shows every log entry without filters.

Custom Views (if configured)

Your administrator may have set up additional views like:

• Failed messages only
• Last 7 days
• Successful deliveries

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Exporting Activity Logs

To download logs for reporting or analysis:

1. Apply any filters you want
2. Click the Export button (if available)
3. Choose export format (CSV, Excel)
4. Open the downloaded file

Use cases:

• Create delivery reports
• Analyze failure patterns
• Share with technical support
• Archive historical records

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Troubleshooting Guide

Why is my message showing "Failed"?

Check these things:

1. View the Failed Reason

   • Click "View" on the failed log
   • Read the "Failed Reason" section
   • This usually tells you exactly what went wrong

2. Verify Phone Number

   • Is it in correct format? (+1234567890)
   • Does it include country code?
   • Is it a valid WhatsApp number?

3. Check Template Mapping

   • Are all required variables filled?
   • Is the template still approved on WhatsApp?
   • Does the file meet size requirements?

4. Confirm Template Configuration

   • Is the mapping active?
   • Are event types correct?
   • Is contact associated with the record?

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Why is Delivery Status showing "N/A"?

Possible reasons:

1. Too recent - Message just sent, status not updated yet (wait a few minutes)
2. No webhook - Delivery status updates require webhooks to be configured
3. Old message - Very old logs might not have delivery tracking

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Why do I see Response Code 400?

This is a client error, meaning there's an issue with the data sent to WhatsApp.

Common 400 errors:

• Invalid phone number format
• Missing required template parameters
• Template parameter type mismatch (sent text instead of number)
• File format not supported
• File size too large

Solution: Click "View" to see exact error details in Failed Reason.

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Why do I see Response Code 500?

This is a server error on WhatsApp's side, not your fault.

What to do:

• Wait a few minutes and check if status changes
• The system may automatically retry
• If persistent, contact WhatsApp support

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No logs appearing for my Template Mapping

Check:

1. Is the mapping active?

   • Go to Template Mapping
   • Verify Active toggle is ON

2. Did the event trigger?

   • Logs only appear when events actually happen
   • Try creating a test contact/deal to trigger the event

3. Is contact associated?

   • For Deal/Company/Activity events, a contact must be linked
   • Check that your test record has a contact

4. Is phone number valid?

   • Contact must have a valid phone number
   • Phone must have Mobile, Work, or Other type

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Best Practices

✅ Do's

1. Monitor Regularly

   • Check logs periodically to catch issues early
   • Filter by "Failed" status weekly to spot patterns

2. Investigate Failures

   • Don't ignore failed messages
   • Click "View" to understand why messages failed

3. Keep Recent Logs

   • Maintain logs for at least 30-90 days for auditing
   • Export old logs before deleting

4. Use Filters

   • Save time by filtering to specific issues
   • Use date ranges to focus on recent activity

5. Review Response Codes

   • Response code 200 = good
   • 400+ = investigate immediately

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⚠️ Don'ts

1. Don't Delete All Logs

   • Keep historical records for compliance
   • You may need them for troubleshooting patterns

2. Don't Ignore Delivery Status

   • "Sent" doesn't mean "Delivered"
   • Monitor delivery status, not just send status

3. Don't Rely on Old Data

   • Phone numbers change
   • Templates get updated
   • Use recent logs for accurate troubleshooting

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Understanding the JSON Response Data

When viewing detailed logs, you'll see technical JSON data. Here's what some common fields mean:

Successful Response

{
  "messaging_product": "whatsapp",
  "contacts": [
    {
      "input": "+1234567890", // Phone number you sent to
      "wa_id": "1234567890" // WhatsApp ID of recipient
    }
  ],
  "messages": [
    {
      "id": "wamid.HBg..." // Unique WhatsApp message ID
    }
  ]
}

What it means:

• messaging_product: Always "whatsapp"
• contacts.input: The phone number you sent to
• contacts.wa_id: Confirms recipient has WhatsApp
• messages.id: Unique ID to track this specific message

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Error Response

{
  "error": {
    "message": "Invalid parameter",
    "type": "OAuthException",
    "code": 100,
    "fbtrace_id": "ABC123..."
  }
}

What it means:

• error.message: Human-readable error description
• error.type: Type of error
• error.code: WhatsApp's internal error code
• fbtrace_id: Reference ID for WhatsApp support

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