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Table of Contents

Reports: Messages

Susan Swier Updated by Susan Swier

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

  • The volume of incoming messages from different channels.
  • The number of outgoing messages sent from the platform by channel, source, type and sub-type.
  • The outgoing messages delivery status (Sent, Delivered, Read, Failed) on the platform.

Getting Here

Navigate to the Reports module and click Messages.

Filters

Report 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 14 Days
    • Last 30 Days
    • This Month
    • Last Month
  • +Add Filter — You can refine the view of the report components by adding more filter(s). The following filters are available:
    • Channel
    • Contact
    • Outgoing Message Source
    • Outgoing Message Type
    • Team
    • User
    • Broadcast Name
  • 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

Incoming Messages

Metric

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

Bar Chart

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

Pie Chart

The percentage and total number of messages received within the selected period by channel.

Outgoing Messages

The chart can be grouped by Channel, Outgoing Message Source, Outgoing Message Type and Outgoing Message Sub-type.

Outgoing Messages by Channel
Outgoing Messages by Channel

Metric

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

Bar Chart

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

Pie Chart

The percentage and total number of messages sent within the selected period by channel.

Outgoing Messages by Source
Outgoing Messages by Source

Metric

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

Messages can be sent via the following ways:

Source

Description

User

The message was sent by a user from the Messages module.

Bot

The message was sent using DialogFlow integration.

Broadcast

The message was sent using the Broadcast feature in the Workspace.

Workflows

The message was sent from a Workflow step.

Developer API

The message was sent from Developer API call.

Zapier

The message was sent from Zapier action.

Make

The message was sent from Make action.

Echo Message

The message was sent from other platform or channel.

Click-to-Chat Ad

The message was sent after clicking an advertisement.

Bar Chart

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

Pie Chart

The percentage and total number of messages sent within the selected period by source.

Outgoing Messages by Type
Outgoing Messages by Type

Metric

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

There are 3 types of outgoing messages:

Type

Description

Session

The message sent was a regular message.

Facebook Message Tag

The message sent was tagged with Facebook Tags.

WhatsApp Message Templates

The message was sent using a WhatsApp Message Template.

Bar Chart

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

Pie Chart

The percentage and total number of messages sent within the selected period by type.

Outgoing Messages by Sub-type
Outgoing Messages by Sub-type

Metric

The number of messages sent within the selected period by sub-type. Sub-type is only applicable to Facebook channel when a Message Tag is sent and WhatsApp channel when a WhatsApp Message Template is sent.

  • For Facebook Message Tags - The metric is broken down by the Facebook Tags used to send the message.
  • For WhatsApp Message Template - The metric is broken down by the name of template used to send the message.

Bar Chart

The number of messages sent within the selected period by sub-type.

Pie Chart

The percentage and total number of messages sent within the selected period by sub-type.

Outgoing Messages Delivery (Linear)

- The tracking of messages delivery status is only up to 30 days. So for an example, if a message gets read only after 30 days, the delivery status will no longer be updated to Read.
- If Contacts have turned off Read Receipts on the WhatsApp app's privacy setting, messages they have read will not be reflected in the Read metric. Instead, they will be reflected in the Sent and Delivered metrics. This may cause a discrepancy between the number of Read and Delivered messages.
Outgoing Messages Delivery (Linear)

Metric

The number and percentage of outgoing messages within the selected period by delivery status i.e. Sent, Delivered, Read and Failed.

Line Chart

The number of outgoing messages within the selected period by delivery status i.e. Sent, Delivered, Read and Failed.

Incoming Message List

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

Timestamp

The date and time the message was received.

Contact ID

The ID of the Contact from whom the message was received.

Contact Name

The name of the Contact from whom the message was received.

Channel

The channel on which the message was received.

Content

The content of the message.

Reports table has a limitation of generating a maximum of 10,000 row of results. If you need more data, consider using Data Export.

Outgoing Message List

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

Sent Timestamp

The date and time the message was sent.

Source

The source of how the message was sent.

User

The user who sent the message. It is only applicable when the source is User.

Contact ID

The ID of the Contact to which the message was sent.

Contact Name

The name of the Contact to which the message was sent.

Delivered Timestamp

The date and time the message was read. Any change to the delivery status after 30 days will no longer be reflected here.

Read Timestamp

The date and time the message was read. Any change to the delivery status after 30 days will no longer be reflected here.

Channel

The channel on which the message was sent.

Type

The type of message sent.

Sub Type

The sub-type of message sent.

Content

The content of the message.

Reports table has a limitation of generating a maximum of 10,000 row of results. If you need more data, consider using Data Export.

Failed Message Log

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

Timestamp

The date and time the message failed to be sent.

Source

The source of the message.

User

The user who tried to send the message. It is applicable only when the source is User.

Contact ID

The ID of the Contact to whom the message failed to be sent.

Contact Name

The name of the Contact to whom the message failed to be sent.

Channel

The channel on which the message failed to be sent.

Type

The type of the message.

Sub Type

The sub-type of the message.

Content

The content of the message.

Error

The error that caused the failure to send.

Reports table has a limitation of generating a maximum of 10,000 row of results. If you need more data, consider using Data Export.

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