# How the numbers are defined

Part of the InboxWA API reference: https://inboxwa.online/docs/api . Full reference as one document: https://inboxwa.online/docs/api.md . OpenAPI: https://inboxwa.online/openapi.json

## Who sent a message

Every message has a `sender_type`. `customer` is the contact. `bot` is the AI agent. `agent` is a team member, recorded on messages sent from InboxWA along with their name. `system` is any other outbound message: an automation, a campaign, a template, or an older message with no recorded author. A bot reply is never reported as a human.

## Two clocks for response time

A bot usually answers in seconds, so a single response time hides what a team lead wants to know: how long until a person answered. A bot or system reply is timed from when the customer began waiting. An agent reply is timed from when the customer began waiting for a person. `first_human_response` is the figure to hold a team to.

> **A failed send is not a reply** A message that failed to send never reached the customer, so it does not stop a wait, does not count as a first response, and does not make a chat "replied to".

## What is recorded, and from when

- **Receipts.** Delivery and read times are recorded from the day recording began (the `recorded_from` field says when). Earlier messages keep only their latest status.
- **Read receipts** depend on the customer. WhatsApp sends a read receipt only when the customer has read receipts switched on.
- **Seen-by** means a team member opened the chat in the InboxWA inbox or the embedded panel, not that they read it on a phone. A key marking a chat read is an integration and is not recorded as a person looking.
- **Assignment history** is exact from `detailed_since`; before that it is rebuilt from the team audit log, which has claims, releases and transfers but not resolutions.