WhatsApp: Received replies are not counted as 'Replied' in template performance

Smart CRM & Sales Hub Mobile Application
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1

Hello, community!

I’m encountering an issue with the WhatsApp message performance report in HubSpot.

We sent the materclass_agosto_convites_base_ template via the WhatsApp channel connected to HubSpot. On the performance screen, the numbers appear as follows:

  • Sent: 371
  • Delivered: 308
  • Read: 65
  • Clicked: 0
  • Replied: 0

The problem is that some recipients did reply to the messages, and these replies appear in the inbox. The inbox connections and channels are also configured and functioning normally. Nevertheless, the “Replied” metric remains at zero in the template/send performance.

We have already checked:

  • The WhatsApp connection to HubSpot;
  • The inbox channels and connections;
  • Message delivery;
  • The existence of actual contact replies in the inbox.

I would like to know:

  1. Is there a specific update delay or requirement for a reply to be counted in this report?
  2. Has anyone else encountered this issue with WhatsApp message performance?
  3. Is there any setting, association, or synchronization procedure that needs to be adjusted?
2

Hey @LeonardoGrattao,

Thanks for the thorough troubleshooting! HubSpot’s current documentation says the WhatsApp performance dashboard includes sends, deliveries, clicks, opens/reads, and replies, but it doesn’t say anything about a fixed refresh delay or additional sync steps for replies.

While we wait for some additional peer assistance, here are a few community threads that could point you in the right direction!

Also tagging in some folks from the community to see if they have any experience with this!

Hey @josh, @CHawkins, @Alex_Boissonneault – Any chance you’ve seen this before?

Thanks!

Sam, Community Manager

3

Hi @stassey, thanks for the tag!

From what you’ve described, it sounds like you’ve already ruled out the common configuration issues.

A few things I’d check next:

  • Verify the replies are associated with the same WhatsApp conversation and contact that received the template.

  • Allow some time to rule out a reporting lag, then compare the conversation timeline against the template performance report.

  • If replies are consistently visible in the Inbox but the “Replied” metric remains at 0, this points more toward a reporting/sync issue than a configuration issue.

At that stage, I’d recommend capturing a few affected contact records, the template name, and timestamps, then opening a HubSpot Support ticket so they can verify whether the reply events are being ingested correctly for reporting.

For reference, HubSpot’s WhatsApp reporting documentation is here:

Customize and manage WhatsApp message templates

I’d be interested to hear whether this is affecting all WhatsApp templates or only materclass_agosto_convites_base_, as that could help narrow down whether it’s template-specific or account-wide.