Track WhatsApp Usage Metrics from Freshdesk

WhatsApp usage metrics enable admins to monitor the usage metrics for each WhatsApp number integrated with the Freshdesk account from a unified screen.

Note: WhatsApp Business charges are based on the message category — Marketing, Utility, Authentication, or Service — and vary based on the recipient’s country code.

To check your WhatsApp usage metrics: 

1. Go to Admin > Channels > WhatsApp.
2. Click Utilization.
   
3. Here you can see the total monthly summary of messages utilized, along with the corresponding costs. This includes a breakdown by Marketing, Utility, Authentication, and Free messages.
   Note: Free messages include service messages, free entry point conversations, and utility messages dispatched within the 24-hour service window. For a detailed breakdown of free messages, see WhatsApp Conversation Insights.
   
   

Utilization before July 2025
For conversations before July 2025, the breakdown will follow the earlier model—categorized into business-initiated, user-initiated, and free conversations, along with the respective monthly costs.

Please contact support@freshdesk.com for any further assistance.