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This guide explains how to find broadcast results, what every message state means, how Gallabox calculates delivery percentages, how to review Smart Retry performance, and how to retarget a subset of your audience for a follow-up send.

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Plan Availability

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Before You Start

  • You must have already sent or scheduled a broadcast. If you haven’t created one yet, see Create a Broadcast.
  • Owner or Admin role (or a role with broadcast management permissions) is required to view broadcast analytics.

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Where to Find Analytics

  1. Click Broadcasts in the left navigation.
  2. Find your broadcast in the list. The list shows each broadcast’s name, send time, and a top-line status.
  3. Click the broadcast name to open the full analytics view.
The analytics view has:
  • Summary cards across the top showing counts and percentages for each message state
  • State detail panels — click any card to see the contacts in that state
  • Retry log (if Smart Retry was enabled)
  • Retarget button (if available on your plan)

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Broadcast Statuses

Each broadcast in the Broadcasts list has one status. It describes the broadcast as a whole, not what happened to each contact — for that, see the message states below. You can cancel a Pending or Active broadcast from the ⋮ menu next to it. Messages already sent aren’t recalled.

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Message States Reference

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Primary States

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Engagement States

Engagement is shown as its own set of summary cards. Click any card to open the contact list for that state:

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Failed Reasons

Click the Failed summary card to see why messages failed. The reasons are listed as tabs, most common first. Each one is the error code and message WhatsApp returned, such as 131026 Message undeliverable. The five most common reasons get their own tab, and the rest are grouped under Other. Click a reason to see the contacts it affected. For most error codes, an Error info panel explains the error and lists possible solutions. To look up any error code, see Message Error Codes. If the whole broadcast shows Failed in the Broadcasts list, nothing was sent. See When the whole broadcast fails.

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Frequency Limit

Frequency Limit is a Meta restriction — not a Gallabox one. Meta limits how many marketing messages a given contact can receive from all businesses within a rolling time window. If a contact has already received several marketing messages from other businesses recently, Meta blocks your message and marks it as Frequency Limit. You cannot override or bypass this. If retry was turned on for the broadcast, Gallabox sends these messages again automatically, within the window you set — see Configure Smart Retry. Otherwise, don’t resend to these contacts straight away.

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Unsubscribed

A contact is marked Unsubscribed when either:
  • Meta opt-out event — the contact tapped an opt-out button (e.g., “Stop promotions”) in a WhatsApp template you sent
  • STOP automation — a Gallabox bot flow or automation is configured to mark contacts as unsubscribed when they reply with “STOP” or a similar keyword
Once unsubscribed, the contact is excluded from future marketing broadcasts. They won’t appear in marketing-opt-in segments.

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Not in WhatsApp

A contact shows as Not in WhatsApp when Meta reports that the phone number has no associated WhatsApp account. This is a Meta-reported error, not a Gallabox failure. These contacts are automatically excluded from percentage calculations. The delivery, read, and reply percentages you see in the analytics view are calculated against the effective recipient count — total contacts sent to, minus the “Not in WhatsApp” count.
Example: You sent to 10,000 contacts. 200 are Not in WhatsApp. Your effective recipient base is 9,800. All percentages (Delivered %, Read %, Replied %) are calculated on 9,800 — not 10,000.
This exclusion exists because these contacts were never reachable — counting them in the denominator would unfairly lower your delivery rate.

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Reading the Summary Cards

The top row of the analytics view shows one card per primary state. Each card displays:
  • Count — the number of contacts in that state
  • Percentage — that count as a share of effective recipients (total minus Not in WhatsApp)
A healthy broadcast typically shows:
  • A high Delivered percentage for a clean contact list
  • Read varies widely by audience and message content
  • Replied, Reactions, and Clicks depend on whether your template has interactive elements (buttons, links, flows)
If Failed is unexpectedly high, click the card and check the failure subtype breakdown. Bulk invalid numbers usually indicate a data quality issue in the original contact list.

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Smart Retry Stats

If Smart Retry was enabled on this broadcast, the analytics view includes a Retry section below the summary cards. This section shows:
  • Retry log — each retry attempt with its timestamp and the number of messages retried in that attempt
  • Delivered by retry — the count of messages that were initially failed but successfully delivered through a retry
Use this to assess whether Smart Retry meaningfully improved your delivery rate. A large “Delivered by retry” number confirms that retrying was worthwhile for this audience.
If Smart Retry is not shown, it was either disabled when creating the broadcast or the broadcast has no failed messages eligible for retry (permanent failures like invalid numbers are not retried).

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Retargeting

After a broadcast is sent, you can send a follow-up broadcast to a specific subset of the original audience using Retarget. To retarget:
  1. Open the broadcast analytics view (Broadcasts → [broadcast name]).
  2. Click Retarget in the top-right corner of the analytics view.
  3. Choose a retarget filter — the filter determines which contacts from the original broadcast are included in your follow-up:
  1. Click Create Broadcast to open the broadcast creation flow pre-loaded with this filtered audience.
  2. Complete the broadcast creation steps — choose a template, configure retry, and send or schedule.
Strategy tip: “Delivered but not replied” is your highest-value retarget segment. These contacts received and potentially saw the message but didn’t act. A follow-up with a direct call to action — sent 24–48 hours later — typically converts better than the initial broadcast.

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Exporting Broadcast Data

You can export broadcast results as an Excel (XLSX) file in two places:
  • Broadcast Analytics header — click the Export menu and choose Broadcast Summary or History.
  • Inside Broadcast Insights — export the results of an individual broadcast.
Export is available on all plans, but the option is only visible to users whose role includes bulk-read and PII-read permissions. Users without PII access don’t see the phone number (“To”) column in exports. The export includes fields such as: Contact Name, To, Status, Status Time, Sent/Delivered/Read/Reacted/Replied/Failed Times, Failed Reason, Engaged Type, Reactions, Clicks, Replies, Latest Reply, Is Auto-reply, Form Replied, Not in WhatsApp, Frequency Limit Reason, and Unsubscribed. If retry was enabled on the broadcast, the export also includes Retry, Last Retried at, and Retry Attempts.

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FAQs

Check the Not in WhatsApp count first. If a large portion of your contacts have no WhatsApp account, that pulls down the raw numbers — but percentages are already calculated excluding those contacts. Next, open the Failed card and look at the breakdown by failure type. Each failure reason starts with an error code. Look it up in Message Error Codes to see whether it’s a problem with your contact list, your template, or a limit Meta applies.
“Not in WhatsApp” contacts were never reachable — Meta confirmed at send time that those numbers have no WhatsApp account. Including them in the denominator would make your delivery rate look artificially low through no fault of the message or the campaign. Excluding them gives you an accurate picture of how well your message performed with the contacts who were actually reachable. The raw contact count for “Not in WhatsApp” is still visible in its own card so nothing is hidden.
This usually means the phone number stored in Gallabox is slightly wrong (missing country code, wrong formatting) or the contact recently changed their number. Check the contact’s profile in Contacts → [contact name] and verify the phone number format includes the full international code (e.g., +91 for India). If the number is correct, the contact may have temporarily deregistered from WhatsApp or used a secondary number.
Retarget is available on Essential and Advanced plans. If you don’t see the button, your account may be on Basic plan. The button also only appears after a broadcast has been sent — it won’t appear on a scheduled broadcast that hasn’t gone out yet. If you’re on a paid plan and still don’t see it, contact support.
No — Frequency Limit is controlled entirely by Meta, not Gallabox. Meta’s anti-spam system limits how many marketing messages a contact can receive from all businesses in a rolling window. You cannot whitelist your number or bypass this limit. Keep retry turned on so these messages are sent again automatically — see Configure Smart Retry. If you send broadcasts frequently to the same audience, a growing Frequency Limit count is expected. Space out your broadcasts and segment carefully to avoid over-messaging the same contacts repeatedly.
Completed means every message was handed to WhatsApp, not that every message arrived. Open the broadcast and check the Sent, Delivered, Failed, Frequency Limit and Not in WhatsApp cards to see what happened to each contact.
Usually not. Gallabox sends a broadcast at a steady pace, so large broadcasts take a while. The broadcast shows Active while it sends, and contacts show as Queued until their message goes out. If the count stops moving for a long time, contact support with the broadcast’s name.
Sending a broadcast doesn’t open a conversation. A broadcast message only appears in the inbox if that contact already has an open conversation. When a contact replies, their conversation opens in the inbox. To choose who gets it, set Broadcast reply settings when you create the broadcast — see Choose who gets replies. To see every message the broadcast sent, open it from the Broadcasts list.

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Next Steps