Log WhatsApp agent replies in Google Sheets: what you can and cannot capture
Log every reply your team sends on WhatsApp into Google Sheets with message.sent events, including phone replies, and where per-agent figures live instead.
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To log what your team sends, subscribe a workflow to message.sent as well as message.received. The event fires when a message leaves a connected number, including one typed on the phone, and carries the same fields as an incoming message, with fromMe set and the origin of the send. It records that a reply left a number and when. It does not name the person who wrote it.
What does a sent-message row hold?
| Column | Holds | Use |
|---|---|---|
| Event ID | Stays the same across retries | Stops a retried delivery being written twice |
| Time | When the message left | The start of every reply-time sum |
| Chat | The conversation | Pairs the reply with the message it answers |
| Number | The connected number it left from | Shows which store or team replied |
| Origin | How the send started | Separates a reply typed on the phone from other sends |
| Type and text | What was sent | A record of what customers were told |
Add a Direction column that reads out for these rows, so the response-time formulas in the first response guide can tell the two directions apart.
How do you tell which agent replied?
Not from the event. The sheet can show which number replied and when, which is often enough for a store with one number per outlet. For a person, use WavesFlo itself: every conversation has a named owner, assigned by hand or in turn within a team, and the reports show per agent the tickets created and resolved, close rate, first-reply average and open queue depth. A manager sees the workspace's figures, a team leader the team's and an agent their own.
What should you think about before logging replies?
- The sheet holds what customers were told and what they wrote. Share it with named people, never as Anyone with the link.
- Tell your team that replies are recorded. The inbox already keeps the conversation; a sheet is a second copy.
- Leave out message bodies when the numbers are enough. A log of times, chats and numbers answers most manager questions and holds less personal data.
- Set a point at which old rows are deleted.
Who wrote a reply is the one column a webhook cannot fill, and it is already in WavesFlo's per-agent reports, which respect each person's role. WavesFlo for large businesses explains how those reports and the audit trail fit together.
Questions
Does message.sent include replies typed on the phone?
Yes. WavesFlo publishes message.sent when a message leaves a connected number, including one typed on the phone.
Can a sheet show which person replied?
Not from the event. Use WavesFlo's owner on each conversation and its per-agent reports for that.
Is logging replies in a sheet required?
No. The inbox keeps every conversation; the sheet is an optional second record for reporting.