Messages

This tab consists of all the metrics and information related to messages.

Tab Filters

In this tab, there are 3 types of filters for Users to apply based on their reporting needs.

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 conversations will be shown in the conversations reports. If you need to analyze large volumes of conversations, consider using Data Export.

Incoming Messages

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

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.

Table Headers	Description
Date Time	The datetime 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

Table Headers	Description
Date Time	The datetime of when the message was sent
Sender	The sender who sends the message
Channel	The channel of where the message was sent on
Type	The type of the 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 failed to be sent to the contact

Table Headers	Description
Date Time	The datetime of when the message was sent
Sender	The sender who sends the message
Channel	The channel of where the message was sent on
Type	The type of the message sent
Sub Type	The sub type of the message sent
Content	The content of the message
Error	The error of why the message failed to be sent

If a User has been deleted from the Workspace, their username will be replaced by their user ID. Export all user IDs from User Settings before removing Users for accurate record-keeping.