Understanding how your messages perform helps you send better campaigns, optimize your timing, and grow your engaged audience. The platform provides reporting tools that show delivery rates, engagement metrics, and customer growth — so you can make data-driven decisions about your messaging strategy.
Key Metrics
Delivery Rate
The percentage of messages that were successfully delivered to recipients. A healthy delivery rate is 97%+ for 10DLC-registered numbers. If your delivery rate drops below 95%, it may indicate issues with contact data quality (invalid numbers) or carrier filtering.
Opt-In Growth
Track how many new customers are joining your messaging program over time. Monitor which keywords and text-to-join campaigns are driving the most opt-ins. A healthy program adds new customers consistently through multiple channels.
Opt-Out Rate
The percentage of customers who reply STOP after receiving a message. A healthy opt-out rate is below 2% per campaign. If opt-outs spike after a specific message, review the content, frequency, and relevance of that campaign.
Response Rate
For campaigns that include a call to action (reply YES, RSVP, answer a survey), response rate measures how many customers engaged. Response rates vary by campaign type, audience engagement, and message relevance. Survey campaigns and RSVP requests tend to see higher response rates than one-way announcements.
Credit Usage
Track how many credits you have used versus your plan allocation. Monitor usage trends to determine if your plan size matches your actual sending patterns. See Billing for credit management.
Link Clicks
When you use the platform's built-in URL shortener, every shortened link tracks click counts. Compare click rates across campaigns to understand which content drives the most engagement.
Where to Find Reports
Home Dashboard
The Home dashboard provides an at-a-glance summary of your account activity — recent campaigns, customer growth, credit balance, and upcoming scheduled messages. Check it daily for a quick pulse on your program.
Campaign Reports
After a campaign sends, view its delivery summary to see how many messages were sent, delivered, failed, and responded to. Campaign reports are available for all campaign types including bulk messages, text flyers, and surveys.
Link Tracking
The Link Tracking section shows click data for every shortened URL you have created. Use this to compare the performance of links across different campaigns and messages.
customer Reports
Monitor your contact list health — total contacts, new opt-ins, opt-outs, and group membership. Review All Contacts for a complete view of your audience.
How to Use Your Data
Optimize Send Times
Track when your messages get the highest response rates. Most organizations see peak engagement between 10 AM and 2 PM on weekdays, but your audience may differ. Test different send times and compare results.
Improve Message Content
Compare response rates across campaigns. Messages with personalization (merge tags), clear calls to action, and concise copy tend to outperform generic blasts. Use your best-performing messages as templates for future campaigns.
Clean Your Contact List
Review delivery failures regularly. customers with consistently failed deliveries likely have invalid or disconnected numbers. Removing these customers improves your delivery rate and saves credits.
Monitor Keyword Performance
If you promote multiple keywords across different channels (website, events, email, signage), compare opt-in volume by keyword to understand which channels drive the most growth.
Track Seasonal Patterns
Your messaging volume and engagement likely follow seasonal patterns. Review monthly trends to plan credit purchases, schedule campaigns during high-engagement periods, and adjust frequency during slower months.
Tips & Best Practices
- Check your dashboard weekly at minimum. A quick scan catches delivery issues, unusual opt-out spikes, and credit depletion before they become problems.
- Compare campaign performance over time, not just in isolation. A 20% response rate is excellent for a promotional campaign but may be low for an RSVP request to active customers.
- Track opt-in sources. Use different keywords for different channels (WEB, EVENT, EMAIL) so you know where your best customers come from.
- Act on opt-out spikes. If a campaign triggers more opt-outs than usual, review the content and frequency. It is a signal that something missed the mark.
- Review delivery failures monthly. Remove or update customers with repeated delivery failures to keep your list clean and your delivery rate high.
- Use link tracking for A/B testing. Send the same campaign with two different links to different groups and compare click rates.
Common Questions
Can I export my reporting data?
Contact your account team for data export options. Campaign delivery summaries and contact lists can be exported for external analysis.
Why is my delivery rate below 95%?
Common causes include invalid phone numbers, disconnected lines, and customers who have switched carriers. Run a list cleanup by reviewing customers with repeated delivery failures. If the issue persists after cleanup, customer your account team — it may be a carrier-level issue.
Does opening a text message count as engagement?
Text messages do not have "open tracking" like email. Engagement is measured through replies, link clicks, and keyword responses — all of which require the customer to take an action.