Every message sent from Kanal goes through several states before your customer reads it. Understanding these statuses helps you read your analytics correctly and know what you are billed for.
In a campaign's details, the sending breakdown shows four statuses: Delivered, Sent, Pending, and Failed.
Status | What it means | On WhatsApp |
|---|---|---|
Pending | The message has not left yet: it is in Kanal's sending queue. | Nothing has been sent yet |
Sent | The message has left but has not reached the customer's phone yet. | One grey tick |
Delivered | The message reached the customer's phone. | Two grey ticks |
Failed | The send did not go through. The error code returned by Meta gives the cause. | The customer receives nothing |
Pending only means the message has not left yet. On a campaign to several thousand contacts, sending is spread out: it is normal to see some contacts pending for a few minutes. This status does not mean that the customer's phone is off, nor that your sending limit has been reached.
This is a transitional state, typically when the customer's phone is off or has no connection. The message will be delivered as soon as the phone reconnects. If the customer does not reconnect, Meta drops the attempt after 30 days.
The message reached the customer's device. This is the reference status to judge the health of your base: a low delivery rate reveals invalid numbers or contacts without a WhatsApp account.
"Undeliverable" is not a separate status in Kanal: these messages appear as Failed, with error code 131026. To understand why a message failed and what to do, see: Why are some messages marked as "Failed" or "Pending"?
The engagement funnel then measures what your customers do with your delivered messages:
Read: the customer opened the conversation and saw the message (two blue ticks). If the customer turned off read receipts in WhatsApp, the message stays "Delivered" even if they read it: your real read rate is therefore slightly higher than the one shown.
Interacted: the contacts who clicked a button or a link in the message, or who replied manually at least once. This is a metric, not a message status.
Converted: the contacts who placed an order attributed to the message.
The Delivered, Sent, Pending, and Failed breakdown measures the technical quality of your base. The Delivered, Read, Interacted, Converted funnel measures the marketing performance of your message.
Where the number drops tells you what to fix: between Delivered and Read, review your send time or your audience; between Read and Interacted, it is the content or the offer that is not convincing.
