Table of Contents

Reports: Messages

Susan Swier Updated by Susan Swier

Tab Filters

In this tab, there are three types of filters for Users to apply based on their reporting needs.

screenshot of filters for messages reports

Filters

Description

Date

This date range picker will allow Users to select a range of dates to be applied to components in the Reports Module.

Channels

This filter will allow Users to select one or multiple Channels to be applied to components in the Reports Module.

Teams

This filter will allow Users to refine the results of components in the Reports Module by one or multiple selected Teams.

Users

This filter will allow Users to refine the results of components in the Reports Module by one or multiple selected Users.

Report Components

Tip: Note that a limit of 10,000 messages will be shown in the Incoming Messages or Outgoing Messages reports. If you need to analyze large volumes of messages, consider using Data Export.

Incoming Messages

screenshot of incoming messages report

Metric #1: Incoming Messages

The number of messages received within the selected time range based on the time the message was received.

Chart: Incoming Messages by Channel

This stacked bar chart shows the number of messages received broken down by Channels within the selected time period based on the time the message was received.

Outgoing Messages

screenshot of outgoing messages report

Metric #1: Outgoing Messages

The number of messages sent within the selected time range based on the time the message was sent.

Metric #2: Delivery Rate

The percentage of delivered messages divided by the number of messages sent within the selected time range.

Metric #3: Error Rate

The percentage of messages that failed to be delivered, calculated by dividing the number of failed messages by total messages sent within the selected time range.

Chart: Outgoing Messages by Channel

This stacked bar chart shows the number of messages sent broken down by Channel within the selected time period based on the time the message was sent.

Chart: Outgoing Messages by Source

This stacked bar chart shows the number of messages sent broken down by source within the selected time period based on the time the message was sent.

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.

Chart: Outgoing Messages by Users

This stacked bar chart shows the number of messages sent broken down by Users within the selected time period based on the time the message was sent.

Chart: Outgoing Messages by Type

This stacked bar chart shows the number of messages sent broken down by type within the selected time period based on the time the message was sent.

Type

Description

Session

The message sent was a regular message.

Facebook Tagged Message

The message sent is tagged with Facebook Tags.

WhatsApp Message Templates

The message sent is WhatsApp Message Template.

Chart: Outgoing Messages by Sub Type

This stacked bar chart shows the number of messages sent broken down by sub-type within the selected time period based on the time the message was sent.

For Facebook Tagged Messages, the metric will be broken down by the Facebook Tags used while sending the message. For WhatsApp Message Template, the metric will be broken down by the template used while sending the message.

Incoming Message List

The table lists the messages received from Contacts.

screenshot of incoming messages list

Table Headers

Description

Date Time

The date and time when the message was received

Contact

The Contact from whom the message was received

Channel

The Channel on which the message was received

Content

The content of the message

Outgoing Message List

The table lists the messages sent from the platform to the Contacts.

screenshot of outgoing messages report

Table Headers

Description

Date Time

The date and time of when the message was sent

Sender

The User who sent the message

Channel

The channel the message was sent on

Type

The type of message sent

Sub Type

The sub type of the message sent

Content

The content of the message

Failed Message Log

The table lists the messages that failed to be sent to the Contact.

screenshot of failed messages log

Table Headers

Description

Date Time

The date time of when the message was sent

Sender

The User who sent the message

Channel

The channel the message was sent on

Type

The type of message sent

Sub Type

The sub type of message sent

Content

The content of the message

Error

The error that caused the failure to send

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