Understanding Messaging Analytics for Your Phone System

Introduction to Messaging Analytics

Messaging Analytics is a reporting feature built into your CRM's phone system. It provides a comprehensive view of your SMS and MMS activity, allowing you to monitor performance, analyze trends, and gain insights into the delivery and engagement of your text messages.

Accessing Messaging Analytics

To find the Messaging Analytics dashboard, follow these steps:

1. Go to the sub-account's Settings.
2. Find and select Phone Numbers under the Business Services section.
3. Click on the Messaging Analytics tab.

Key Metrics Explained

The dashboard displays several core metrics to help you evaluate your messaging performance:

• Sent: The total count of messages submitted to the telephony provider from your system.
• Delivered: The number of messages confirmed as successfully received by the intended contact.
• Failed: Messages that could not be delivered, often due to reasons like invalid phone numbers or carrier blocks.
• Error [30007]: A specific status indicating that a phone carrier flagged the message content as potentially spammy, phishing, or fraudulent.
• Received: The count of inbound messages that were successfully received by your system.
• Opted-Out: The total number of recipients who unsubscribed from receiving further messages.

Using Filters to Refine Your View

You can narrow down the analytics data using several filtering options.

Date Filter

Adjust the time period for the data shown. You can select predefined ranges like the last 7 days, the current month, or set a custom date range.

Messaging Source Filters

Segment your data based on where the messages originated:

• Campaign: View messages associated with a specific marketing campaign.
• Workflow: Analyze messages sent by a particular automation workflow.
• Bulk Request: Examine results from manual bulk message sends.

Reviewing Detailed Message Reports

For a deeper dive, you can view detailed lists for each metric. Click directly on any metric's value box to open a pop-up showing the individual messages contributing to that count. From this detailed list, you can click an action button next to a contact's name to open the full conversation thread for context.

Frequently Asked Questions

Can I export the analytics data?

Direct export functionality is not currently available within the Messaging Analytics interface. For records, you can take screenshots or refer to message logs in the Conversations area.

Why are no messages showing for my campaign or workflow filter?

First, ensure messages were correctly tagged with the campaign or workflow ID when they were sent. Second, verify that the selected date range covers the time when those messages were active.

How current is the data?

The dashboard updates in near real-time, though high message volume or delays in carrier reporting can cause brief lags.

What should I do if my delivery rate falls?

Investigate recent changes to your message content, review any error codes (like 30007), and confirm your sending practices align with your CRM's messaging policy.

Can I filter by a specific phone number or contact?

No. Filtering is currently available only by date, campaign, workflow, and bulk request.

What's the difference between 'Failed' and 'Error' statuses?

'Failed' generally refers to a delivery attempt that didn't reach the recipient (e.g., wrong number). 'Error' often indicates a carrier-specific rejection or a system-level issue.

Why is tracking Opt-Outs important?

Monitoring opt-outs helps you maintain compliance with regulations, respect user preferences, and adjust your messaging strategy to reduce unsubscribe rates.