Regularly monitoring your SMS campaign reports will help you evaluate the success of your SMS campaigns or, on the contrary, understand what made them unsuccessful. When monitoring your SMS campaign reports, you can maximize ROI (Return On Investment), maintain high customer engagement rates, and avoid mobile carriers filters.
🔑 Access your SMS campaigns reports
SMS campaigns reports allow you to access the full report of a specific SMS campaign. To access your SMS campaigns reports, go to Campaigns and, under the name of the campaign for which you want to access the report, click Report or More > Report:
If you only need a quick report of your SMS campaigns, such as the number of recipients, the number of replies, or the number of SMS that resulted in a soft or hard bounce, go to Campaigns > Statistics > SMS Campaigns.
📈 Understand your SMS campaigns reports dashboard
The Summary tab allows you to view a summary of the information and metrics of your SMS campaign, such as the sender it was sent from, the number of recipients it was delivered to, as well as metrics by list. You can also print, share by email, and download the report.
Delivered is the number and percentage of messages actually delivered to your recipients' phones. It means that your recipients received a notification on their phone that lets them know that you sent them a message. It doesn't mean they opened it, but only that they received it. However, even if it cannot be calculated, the opening rate for SMS campaigns is around 98%.
A high number of delivered messages means that your campaign is successful and ensures a good ROI. Indeed, since you pay for the number of messages you send and not the number of messages that are delivered, a high number of soft and hard bounces would make you lose money.
Soft bounces are the number and percentage of messages not delivered to your recipients' phones due to a temporary error. Before it becomes a soft bounce, we retry sending the SMS campaign 3 times over the next 72 hours.
There can be many reasons why your recipients did not receive your message, and the message resulted in a soft bounce:
As you can notice, some reasons are independent of us and from you. However, some of the reasons for soft bounces could be avoided on your side such as the phone number or country code being invalid or the campaign being sent at an unauthorized time or date. Follow our Best practices for SMS deliverability to prevent your campaign from resulting in a high number of soft bounces or being suspended.
Hard bounces are the number and percentage of messages not delivered to your recipients' phones due to a permanent error.
There are some reasons why your recipients did not receive your message, and the message resulted in a hard bounce:
- The recipient or mobile carrier blocked your phone number.
- The phone number does not exist.
Processing is the number of messages that are still to be delivered.
Replied is the number and percentage of answers from your recipients for this message. You can receive and reply to your customers by email. To learn more, check our dedicated article Receive and reply to SMS responses.
Some countries' SMS marketing regulations do not allow recipients to answer marketing SMS. To learn more about the regulations around SMS messages for your recipient country, check the help page of our SMS provider.
Unsubscribed is the number and percentage of recipients who unsubscribed from your SMS campaigns after receiving this specific campaign.
If you have a high unsubscription rate, it can mean that the consent collection for your SMS campaigns has not been done properly and needs to be reviewed because your recipients did not expect to receive updates from you. It can also mean that your content is irrelevant to your recipients and that you must segment your recipient lists according to their interests or specific database information. To learn more about segments, check our dedicated section in the Help Center.
The Timeline tab allows you to view each action performed on your campaign, from its creation to after its sending (e.g., drafting, scheduling, requeueing, etc.). You can also print, share by email, and download the report.
⏭ What's next?
🤔 Have a question?
If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.