WhatsApp message logs
The message log lists every WhatsApp message your store sends: automated notifications, campaigns, inbox replies and automatic replies. For each message you see who received it, its category, its delivery status and what it cost. Open it from Whatsapp > Message logs in the sidebar, or click Message logs on the WhatsApp page.
The message log needs the WhatsApp message logs permission. Without a WhatsApp subscription, the page shows Message logs are not available with a See WhatsApp details button.
Tabs, search and filters
| Tab | What it lists |
|---|---|
| Accepted | Messages WhatsApp accepted. |
| Failed | Messages that couldn't be sent. |
Search by the recipient's mobile number with Search by mobile.
Click the filter icon to filter by:
Message status: All, Accepted, Held for Quality Assessment, Sent, Delivered or Read.
Category: the message type, from the list below.
Select date range: a from and to date range, or one of the Presets.
Applied filters appear as chips above the table. Click a chip to remove it.
Columns
| Column | What it shows |
|---|---|
| Recipients/Groups | The recipient's number. Click a charged message to open its details and its full list of recipients. |
| Category | What sent the message. A Free tag means it wasn't charged. |
| Message content | The start of the message text. |
| Status | The delivery status. Hover it for an explanation; on a failed message it shows the reason. |
| Retry count | How many times the message was resent. |
| Created date / Updated date | When the message was created and last updated. |
Expand a row to see its Cost. Charged messages show the points used and the Remaining balance after the message, with a Refunded tag when the points were returned. Messages that weren't charged show Free or Not billed.
What a message costs depends on its category and the country code of the recipient's number. See Message templates and costs.
Message categories
| Category | Sent by |
|---|---|
| Order status update | Order notifications. |
| Abandoned cart | Abandoned cart reminders. |
| Marketing campaign | WhatsApp marketing campaigns. |
| Gift | Messages about gift orders. |
| Direct message | Messages sent directly to a customer. |
| Product review | Product review requests. |
| Product in stock | Back-in-stock notifications. |
| Customer welcome | Welcome messages to new customers. |
| Birthday greeting | Birthday greetings. |
| Cashback earned | Customer wallet: cashback added to the customer's balance. |
| Balance expiring | Customer wallet: balance about to expire. |
| Balance refunded | Customer wallet: balance refunded. |
| Balance added | Customer wallet: balance added manually. |
| Inbox reply | Your replies from live chat. |
| Auto-responder | The automatic reply. |
| Automated reply | Reply flow messages. |
Message statuses
| Status | Meaning |
|---|---|
| Sending | The message is being sent. |
| Accepted | WhatsApp accepted the message for processing. |
| Held for Quality Assessment | The message is on hold while WhatsApp checks its quality. |
| Sent | The message reached WhatsApp's servers. |
| Delivered | The message reached the recipient's device. |
| Read | The recipient opened and read the message. |
| Partial | Some messages were delivered and others failed. |
| Failed | The message couldn't be delivered. Hover the status for the reason. |
| Unknown | The status is unknown. |
Preview a message and see its details
Open the actions menu (⋮) at the end of a row:
Preview message shows the full message as the customer sees it.
View opens Message log details for charged messages. It shows the category, cost, remaining balance, created and updated dates, and a Recipients table with each recipient's mobile number, message, status and created date. Click See full message to read a message in full, and search recipients by mobile number.
Resend failed messages
Zid checks why each message failed. When the reason is temporary, such as Meta's limit on marketing messages per customer, a temporary sending rate limit or maintenance on your account, Zid retries the message automatically, up to three times, without any action from you. The Retry count column shows how many times a message was resent.
You can also resend a failed message yourself when WhatsApp allows a retry and it hasn't been resent more than four times. You're charged only for messages that are delivered, so failed messages cost nothing.
Some failures are final, such as a number that isn't on WhatsApp, a customer who blocked you or turned off your marketing messages, or a paused template. Resending these doesn't help, so the option stays disabled. Some failures are normal for campaigns and abandoned cart reminders, because Meta limits how many marketing messages each customer receives. For the common reasons and what to do, see Why messages fail.
To resend one message:
Open the Failed tab.
Open the actions menu (⋮) on the message and choose Retry failed recipients. When a message can't be resent, the option is disabled and its tooltip reads This message cannot be resent.
In Confirm resend, click Resend.
To resend several messages:
Open the Failed tab and select the messages on the current page. To select more at once, raise Rows per page at the bottom of the table, up to 500.
Click Retry failed recipients, then Resend.
Don't resend to the same customers again and again. Repeated attempts can mark your number as a source of spam and lower its quality.
When the log is empty
If you haven't sent any WhatsApp messages yet, the page shows Your message log is empty with two shortcuts: Set up abandoned cart reminder and Launch marketing campaign. When a search or filter finds no messages, the table shows Nothing here yet 🫣 instead.
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