Waya · Reports, API and security

How many came in, who answered and how long it took.

Nine reports with the same six metrics, filterable by agent, channel, team and tag, and exportable to CSV. Underneath, the API to take the data wherever you want and the permissions to decide who sees what.

See the API → Book a demo
9
Different reports
8
Webhook events
CSV
Everything exportable
Live view now
31
Open
7
Unattended
4
Unassigned
6
Agents
Traffic by hour · last 7 days
08:0013:0019:00
Satisfaction this month 4.7 / 5
Everything downloads as CSV Working hours only
Measure, integrate, control Nine filterable reports Satisfaction survey Eight webhook events Roles, SSO and auditing
Reports

The same six metrics, sliced however suits you.

Conversations created, messages in, messages out, time to first reply, time to resolution and how many were resolved. Change the slice: by agent, by channel, by team or by tag.

Live view

No date range: what is happening right now. Open, unattended, unassigned, and who is online.

Real time

Conversations

The full series over time. Grouped by day, week, month or year.

General

Agents

The same metrics, person by person. It is for balancing workload, not for surveillance.

By person

Inboxes

Which channel brings the most queries and which is answered slowest. This is where a neglected channel shows up.

By channel

Teams

A comparison across departments: sales, support, collections. Each with its volume and its timings.

By area

Tags

How much weight each type of query carries. If "delivery complaint" grows month on month, the problem is not in the inbox.

By topic

Satisfaction

Responses received, score, reply rate and the detail of every comment, with the agent's name.

CSAT

Response-time compliance

The percentage of agreements met, how many were missed and in exactly which conversation.

SLA

Bot

How many the AI closed without escalating and how many it ended up handing over. This is how you know if it is worth it.

Resolutions and handovers
7 and 30 days, 3 and 6 months, 1 year or your own range It discounts time outside working hours Export to CSV Filters by agent, team, channel and tag
Satisfaction

The question that asks itself on closing.

When the agent resolves, the customer gets the survey on the same channel they wrote in. Five faces, an optional comment, done. On WhatsApp it goes out as an approved template, so it lands there too.

  • It sends itself when the conversation is marked resolved
  • A five-point scale with an open comment
  • Score, reply rate and the full distribution
  • Filterable by agent, channel, team and score
  • Every response links back to the conversation that produced it
Satisfaction · last 30 days
4.7
of 5
572%
418%
36%
23%
11%
"They sorted the address change in the same chat, without me calling anyone."
ROSA Q. · WHATSAPP · HANDLED BY CARLA M.
Replies received 318 Reply rate 41%
API and webhooks

Everything you see in the panel, through the API too.

Conversations, messages, contacts, inboxes, agents, teams, tags and saved replies. You authenticate with a personal token and work against REST. What happens in Waya goes out by webhook to your system.

  • A documented REST API, with a personal token
  • Eight webhook events, including "is typing"
  • Real-time connection over WebSocket
  • A JavaScript SDK to control the widget
  • Signed visitor identity validation
  • Your own applications embedded in the agent panel
webhook.js v1
// Waya notifies your system
POST https://tuerp.pe/hooks/waya
{
"event": "conversation_status_changed",
"status": "resolved",
"inbox": "Ventas Perú",
"contact": {
"name": "Rosa Quispe",
"ruc": "20512345678"
},
"labels": ["reclamo"]
}
Delivered 142 ms
conversation_created conversation_updated conversation_status_changed message_created message_updated webwidget_triggered typing_on typing_off
Applications in the panel

Your system, inside the conversation.

The agent should not have to open another tab to find out whether the customer paid. Your own application embeds beside the chat and receives who the contact is, which conversation is open and which agent is handling it.

  • The customer's order history, live
  • Account statement and documents issued
  • Delivery tracking against your logistics operator
  • Whatever you like: it is a page of yours in a frame

If your invoicing system is Fastura, that connection is already built: the agent sees the customer's documents without leaving the chat.

Customer account OWN APP
Outstanding balance S/ 1,240
F001-00845 S/ 640
F001-00871 S/ 600
Order 4471 on its way today 14–18h
Permissions and security

Who sees what, and who can get in.

A sales agent has no business reading another department's complaints or touching everyone's reports. Permissions are built as roles and reused; access is controlled from wherever you already control the rest of your systems.

Roles with permissions

Beyond administrator and agent, you define your own roles: see only assigned conversations, manage contacts, open reports or edit the help centre.

Bespoke

Single sign-on

SAML authentication against your identity provider. When someone leaves the company, access is cut from a single place.

SSO / SAML

Two-factor

A second verification step for every account, not just administrators.

2FA

Audit log

Who changed what and when: agents added, permissions changed, inboxes connected or removed.

Traceable

Capacity per agent

A cap on simultaneous conversations per person. Once it is full, automatic distribution stops sending them cases.

Fair distribution

On your own server

The source-code option installs Waya wherever you say, with your brand and your database. Your customers' messages pass through nobody else.

Self-hosted
If you need everything running on your own infrastructure, we install it on your VPS or on ours. See VPS plans → · See Waya White Label →
Questions

What people ask about data and access.

Can I take the reports into my own dashboard?
Yes. Everything on screen downloads as CSV, and whatever you need live you query through the API. Several clients build their dashboard in Looker or Power BI, blending Waya's data with their invoicing.
Do the timers count the hours I am not open?
You decide. The reports have a switch to discount time outside working hours. With it on, a message arriving at 20:00 on a Saturday does not drag fourteen hours of waiting into Monday.
Can one agent see another's conversations?
It depends on the role you give them. You can limit them to their own and the unassigned ones, or open up everything in the inboxes they belong to. Permissions are defined once as a role and applied to whoever you like.
Where are the messages stored?
In the version we manage, on servers we run with daily backups. In the source-code version, in the database on your own server: nobody else touches it, and you control the backups.
Does the API have a usage limit?
There are limits to protect the platform from a badly written loop, not to charge you per call. If your integration needs high, sustained volume, we talk it through and adjust.
Waya by Búho

Ask for trial access and look through the reports with your data.

We connect one channel, let it run for a week and show you what it reveals. No commitment.

Book a demo → See all features
Full export Documented API Self-hosted option

We close the gap between your business and technology. E-invoicing, messaging and cloud services for Peru and Colombia.

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