Guide · AI on WhatsApp · For the owner who has switched Meta's agent on
What Meta lets you see about your AI agent on WhatsApp: chats handled, chats waiting, tool failures and cost
Once Meta's AI agent is answering customers on a WhatsApp number, the questions change: how many chats did it handle, how many are waiting for a person, what did it cost, and why did it say that? Meta's developer pages describe five reports that answer them. This is what each one shows, and what it does not.
Published 7 October 2026
Five reports, in plain words
- Chats handled and chats waiting
- How many conversations the agent replied in at least once over a period of up to 90 days, counted once each however long they ran, and how many it has handed to the business that are still waiting for a reply. Meta says these are the same figures the business sees in its own agent summaries.
- Usage and charges
- Billable messages, billable tokens and the charges for them, in the agent account's own currency, by the hour, the day or the month, and split by channel or by sending number if needed.
- Tool health
- For each tool the business connected to the agent, such as an order lookup: how many conversations used it, how quickly it answered, and how often it worked, failed or timed out.
- Event results
- For messages the business asked the agent to start, such as an update after an order event: how many requests arrived, how many the agent finished, and how long it took.
- Conversation turns
- For a single customer, the steps the agent went through on the way to each answer, including what it asked its tools. Meta's page says this is how to see why the agent answered the way it did.
The number to watch every morning
Of everything in these reports, the count of chats waiting for a person is the one that costs customers if nobody looks at it. Meta describes it as a snapshot of right now, not a total for a period: it is the same whatever dates are asked for, and a conversation drops out of it as soon as the business replies.
Our reading
Reading what the agent costs
The usage report shows the billable messages and tokens behind each charge, by hour, day or month, in the agent account's currency. Meta says the billable account is listed in Billing Hub under Accounts, then Meta Business Agent accounts. Spending caps and how the charges work are in the Meta Business Agent guide.
When the agent gets something wrong
- Look at the turns first. They show each step the agent took for that customer, so a wrong answer can be traced to a missing fact, a misread question or a tool that returned the wrong thing. Meta notes that some turns may be left out by privacy filtering.
- Then check the tools. A tool that times out often can make a good agent look bad. Meta counts timeouts as failures, reports only the tools the business supplied, and covers up to 30 days at a time.
- Read "finished" carefully. For messages the agent starts, Meta says finished means the agent sent its message. It is not proof that the message reached the customer's phone.
- Allow for yesterday. Tool and event figures are added up once a day, so the most recent day may not be complete yet.
Testing before launch is covered in the testing guide. Our reading: whoever runs the agent for you should be able to show you these five reports.
Questions
Can we see how many chats the AI handled?
Yes. Meta reports the conversations the agent replied in at least once, counted once each, for periods of up to 90 days.
How do we know when customers are waiting for a person?
Meta reports the conversations the agent has handed to the business that are still waiting for a reply. It is a count for right now, and a conversation leaves it once someone replies.
Can we find out why the agent gave a wrong answer?
Meta's conversation turns show, for one customer, the steps the agent took on the way to each answer, including its tool calls. Meta says that is what the report is for.
Where do we see what the agent is costing us?
In the usage report, which shows billable messages, billable tokens and charges by hour, day or month in the agent account's currency. Meta lists the account in Billing Hub under Accounts, then Meta Business Agent accounts.
Sources
- Meta's developer documentation: Meta Business Agent Conversation Insights, read 7 October 2026.
- Meta's developer documentation: Meta Business Agent Business Agent Usage Insights, read 7 October 2026.
- Meta's developer documentation: Meta Business Agent Tool Call Insights, read 7 October 2026.
- Meta's developer documentation: Meta Business Agent Agent Event Insights, read 7 October 2026.
- Meta's developer documentation: Meta Business Agent Conversation Turns, read 7 October 2026.
More plain-language notes like this one are on the guides page.
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