Reports: Messages

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

• 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

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

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

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.

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

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

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.

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

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

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

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.