#2534-Incorrect Message Counting

Muhammad Annas 4 weeks ago

Hello BotSailor Support Team,

I would like to report a serious issue regarding incorrect message counting on the portal.

We have observed that when:

• I send 1 message

• The customer replies with 1 message

It should logically count as 2 total messages.

However, the portal is showing 4–6 messages consumed for the same interaction. This discrepancy is happening repeatedly.

Because of this incorrect counting, my message package has expired much earlier than expected. This is directly affecting our business operations and campaign planning.

Kindly investigate the following urgently:

1. How messages are being calculated in the system
2. Whether retries, webhook triggers, flow steps, or system messages are being counted
3. If this is a reporting bug or actual over-consumption
4. 
   

Please review this matter as soon as possible. I can provide specific conversation IDs, timestamps, and screenshots if required for debugging.

This issue is impacting billing and usage tracking, so your prompt response would be appreciated.

Also how can we turn off read receipt option for users if its consuming credit.

Dear Mohammad Annas,

In BotSailor, each webhook call consumes one message credit.

Here is how the credit usage works:

• When you send a message → 1 credit is consumed.
• When the message is successfully delivered (gray double tick) → this delivery status triggers a webhook call → 1 additional credit.
• When the message is read (blue double tick) → this also triggers a webhook call → 1 additional credit.

So, for one successfully sent and read message, a total of 3 message credits are consumed.

Additionally, when you receive a reply from the user, that incoming message also consumes 1 credit.

This is the expected system behavior.

To learn more about message credit consumption, please review our Message Credit Count Rules on the pricing page:

@botsailor.com.../pay-as-you-go

Thank you for your understanding.

Best regards,

Kamrul Hasan

It seems too much to me, I think it should only count tables sent and received

Dear User,

For platforms other than WhatsApp, only 1 message credit is required for sending and 1 credit for receiving messages, as these platforms do not have delivery and read receipt tracking options.

Thank you.

Best regards,

Kamrul Hasan