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."
Last updated
"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."
Last updated
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.
Navigate to the Reports module and click Messages.
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.
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:
Outgoing Message: This section provides an overview of the volume of outgoing messages, helping you understand the scale of communication.
Delivery Rate: This part of the chart measures the effectiveness of message delivery, indicating how successfully your messages are reaching their intended recipients.
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.
