Messages

"The Messages report offers a detailed overview of message performance, including incoming and outgoing message data, enabling you to analyze and enhance your messaging processes."

The Messages report helps you gain insights into overall messages performance. This report helps you to understand:

• The volume of incoming messages from different Inboxes.

• The number of outgoing messages sent from the platform by Inbox, and source type.

• The outgoing messages delivery status (Sent, Delivered, Read, Failed) on the platform.

Getting Here

Navigate to the Reports module and click Messages.

Filters

• Frequency and date — Select a date range from the drop-down list to be applied to the report. Alternatively, you can define the date range by frequency. The following options are available:

  • Today

  • Yesterday

  • Last 7 Days

  • Last Month

• You can refine the view of the report components by adding more filter(s). The following filters are available:

  • Select Team

  • Select Agent

  • Select Inbox

• Clear All — You can use this option to reset the filters to the default selections.

You may encounter a chart with the following message displayed: - The selected filter(s) are not applicable here: This means the filter(s) you have selected are not applicable to the chart. - The selected filter(s) have no applicable data: This means no data is available for the selected filter(s), for e.g. the chart is new and only available at a date later than the selected date range.

Report Components

Incoming Messages

Metric

The number of messages received within the selected period by Inbox.

Bar Chart

The number of messages received within the selected period by Inbox.

Outgoing Messages

The chart can be grouped by Inbox, Outgoing Message Source, and Outgoing Message Type.

Outgoing Messages by Inbox

Chart Elements:

1. Outgoing Message: This section provides an overview of the volume of outgoing messages, helping you understand the scale of communication.

2. Delivery Rate: This part of the chart measures the effectiveness of message delivery, indicating how successfully your messages are reaching their intended recipients.

3. Error Rate: The error rate shows the proportion of outgoing messages that encountered errors or issues during the sending process, affecting their successful delivery.

Metric

The number of messages sent within the selected period by Inbox.

Bar Chart

The number of messages sent within the selected period by Inbox.

Messages can be sent in the following ways:

Source	Description
User	The message was sent by a user from the Messages module.
Broadcast	The message was sent using the Broadcast feature in the Workspace.
Workflows	The message was sent from a Workflow step.

Incoming Message List

From this list, you can review the details of each message received from a Contact.

Learn more about each column in the following table:

Table Headers	Description
Message Time	The date and time the message was received.
Contact Name	The name of the Contact from whom the message was received.
Inbox	The Inbox on which the message was received.
Content	The content of the message.

Outgoing Message List

From this list, you can review the details of each message sent to a Contact.

Learn more about each column in the following table:

Table Headers	Description
Message Time	The date and time the message was sent.
Source Type	The source Type of how the message was sent.
Sender	The user who sent the message. It is only applicable when the source is a User.
Contact Name	The name of the Contact to which the message was sent.
Inbox	The Inbox on which the message was sent.
Content	The content of the message.

Failed Message Log

From this log, you can review the details of each message that failed to be sent to a Contact.

Table Headers	Description
Message Time	The date and time the message failed to be sent.
Source Type	The source Type of the message.
Sender Name	The user who tried to send the message. It is applicable only when the source is a User.
Contact Name	The name of the Contact to whom the message failed to be sent.
Inbox	The Inbox on which the message failed to be sent.
Content	The content of the message.
Error	The error that caused the failure to send.