Understanding SMS Analytics Widgets

What Are SMS Analytics Widgets?

SMS Analytics Widgets are visual tools that display your messaging data directly within your CRM's Sub-Account Dashboard or Custom Reports. They provide a live, at-a-glance view of your SMS activity, eliminating the need to manually search through conversations or export data. These widgets help you monitor the health and volume of your SMS communications in real time.

Key Benefits of Using SMS Widgets

• Monitor Delivery Health: Instantly see the status of your messages, including how many were sent, delivered, failed, or read.
• Track Volume Trends: View your total SMS volume broken down by day, week, or month to identify usage patterns and plan accordingly.
• Identify Message Sources: See what is generating your SMS volume by filtering messages sent from workflows, campaigns, or bulk actions.
• Measure Team Activity: View outbound SMS volume grouped by individual team members to understand workload and performance.
• Gauge Engagement: Track the count of incoming SMS messages to measure two-way conversation and reply rates.

Prerequisites and Access

To use SMS Widgets, users must have permission to view or edit dashboards and create or schedule Custom Reports within the CRM. No additional setup or integration is required; the SMS data is automatically available.

Available SMS Widgets

Five distinct widgets are available, each focusing on a different aspect of your SMS data. You can customize their appearance and apply filters to each one.

• SMS by Status: Shows the distribution of your outbound messages by their current delivery status (e.g., Sent, Delivered, Failed).
• Incoming SMS Count: Displays the total number of inbound SMS messages received.
• SMS by Source Type: Breaks down outbound SMS volume by the feature that triggered the send, such as a workflow, campaign, or bulk action.
• SMS by Sender: Groups outbound SMS volume by the team member who sent the message.
• SMS Volume Over Time: Charts the trend of total SMS sent over a selected period (day, week, month).

Where to Use SMS Widgets

You can add these widgets to three main areas in the CRM, depending on your needs.

Dashboard

Ideal for ongoing monitoring. Add widgets directly to a Sub-Account dashboard for a live, automatically updating view of your SMS performance.

Custom Report

Best for scheduled client updates. Incorporate widgets into a report layout and set it to be automatically emailed on a daily, weekly, or monthly schedule.

Custom Metric

Use SMS data as a component to build your own custom key performance indicators (KPIs), which can also combine data from other modules in the CRM.

How to Add an SMS Widget to a Dashboard

1. Navigate to Dashboards in your Sub-Account and open the dashboard you wish to edit, or create a new one.
2. Click the Edit Dashboard button in the top-right corner.
3. Click + Add Widget to open the widget panel on the right.
4. Scroll down to the SMS section and click on the specific widget you want to add. It will appear on your dashboard canvas.
5. Configure the widget using the available tabs (see configuration details below).
6. Click Save Changes to publish the widget to your dashboard.

How to Add an SMS Widget to a Custom Report

1. Go to Reporting → Custom Reports in your Sub-Account. Open an existing report or click New Report.
2. Choose to start from a blank canvas, use a template, or import a dashboard layout.
3. In the report builder, click Add Widget / Element in the top-left.
4. Scroll to the SMS section and drag your chosen widget into the report layout.
5. Configure the widget as needed.
6. Click Save.
7. Click Send or Schedule to set up automatic email delivery for the report.

Configuring SMS Widgets

When editing a widget, you will see three configuration tabs.

Configure Tab

This tab controls the visual presentation and data grouping of the widget.

• Metric: This is set to Count of SMS.
• Group: This dropdown determines how the data is broken down visually. Standard options include Status, Direction, Source, and Sent by.

Note on Advanced Grouping: The options for Workflow, Campaign, and Bulk action may appear unavailable in the Group dropdown initially. To activate them:

1. Navigate to the Conditions tab first.
2. Add a filter for Source and set its value (for example, Source = Workflow).
3. Ensure all condition branches use this same Source value.
4. Return to the Configure tab. The corresponding Group option (e.g., Workflow) should now be selectable.

Conditions Tab

Here you can apply filters to segment the exact data shown in the widget. You can filter by criteria such as Status, Direction, Source, Sent by, and Workflow. Conditions can be combined using AND/OR logic for precise control.

Themes Tab

This tab allows you to customize the visual style of the widget, including colors and other display properties, to match your dashboard or report's design.