Messaging Analytics

From the Messages menu, you can access analytics for email, voice, and SMS messages.

Select the message you’d like to review from the list and click to open it. At the top of the page, choose Analytics.

A summary panel will appear with key details about the message, including:

Below this panel, additional metrics are displayed depending on the type of message.

For SMS:

For Email:

Emails Sent – Total number of email addresses the system attempted to reach
Delivered – Number of emails successfully delivered
Bounced – Emails that failed due to invalid addresses (contact Customer Success for assistance removing bounces)
Opened – Number of emails opened by recipients
Unopened – Number of emails not opened
Clicked Through – Recipients who opened the email and clicked at least one link
Spam Reported – Recipients who marked the message as spam; future emails to these users will be routed to their spam folders
Unsubscribes – Recipients who opted out using the unsubscribe link (also available under Admin Reports > Email Opt Outs)

For Voice:

Intended Recipients – Total number of phone numbers the system attempted to reach
Actual Calls – Number of voice messages successfully delivered
Answered Calls – Number of calls that were answered.
Unanswered Calls– Number of calls that were not answered.
Human – Number of calls answered by a human.
Machine – Number of calls answered by a machine.
Fax - Number of calls that went to a fax.
Unknown Device - Number of calls that went to an unknown device.
Opted Out – Recipients who opted out using the word STOP

Filtering Results
Click any category tab under the Recipients header to filter results by that category.

To find a specific recipient, use the Search. Enter part or all of a name or email address, then click Search.

To download the displayed results, click Export Selected Results. An Excel file will be generated and saved to your computer.

Updated April 28, 2026 19:01

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