Overview

Outbound analytics shows how customers receive and engage with your messages. Review a message's results, compare activity over time, and open individual deliveries to understand what happened.

Analytics is available for Emails, Chats, Banners, Surveys, and Slack broadcasts. Updates have their own analytics.

Review message performance

1. Go to Dashboard → Outbound

2. Open a message that is Live, Sent, or Paused

3. Click 'Analytics'

The metrics at the top show the message's lifetime totals. Choose a date range to filter the chart and activity list below. Use the timezone selector to choose the timezone for the chart and activity dates.

Click a metric to filter the chart and activity list to that event. Click it again to show all events.

You can also click a performance figure in the Outbound list to open that metric's analytics.

Understand the metrics

Metrics by message type

The available metrics depend on the message type and its settings.

Metrics that do not apply are hidden. For example, a Chat with replies disabled has no Replied metric, and a Survey with one page has no separate Completed metric.

A Sent count does not confirm that someone read the message. For Surveys, Sent records a display. Banner displays appear as Views.

For Emails, Issues groups bounces, spam complaints, and unsubscribes. Select it to inspect the recorded events.

For Slack broadcasts, Replied counts channels where someone replied, not individual replies.

Totals, unique recipients, and rates

• Total - The number of recorded events. Several opens or clicks on one delivery can increase the total

• Unique recipients - The number of different people involved in those events. Slack broadcast recipients are channels; the Reactions metric also shows the number of different people who reacted

• Rate - The percentage of sent deliveries with at least one matching event. For Banners, the calculation uses Views. Each delivery counts once in the percentage, even if it has several matching events

For example, an Email sent 100 times could receive 50 clicks across 20 deliveries. Its Clicked total would be 50 and its click rate would be 20%.

Hover over a percentage to see its calculation. In the Outbound list, the number in parentheses beside a percentage is the event total.

Survey responses and completions

• Responded - The person submitted at least one answer, including a partial response

• Completed - The person reached the end of the Survey. This metric appears for Surveys with multiple pages

One person can contribute to both metrics. For recurring Surveys, the same person can respond again on a later delivery.

Use Survey results to read answers, review question results, or export responses.

Inspect an individual delivery

The activity list below the chart shows the people or Slack channels behind the selected events.

You need permission to view users to see this list and individual delivery history.

1. Select a metric and date range to find the activity you want to inspect

2. Click an activity row to open its delivery history

3. Select an event in the history to inspect its details

For recurring messages, use the delivery selector to switch between the recipient's latest and earlier deliveries. Click a person's name in the activity list to open their profile.

FAQs