Message Reports

📍 To access a Message Report, go to: Messages and click on the report icon in the right column of the row of the message.

Overview

Message Reports provide detailed insight into sent messages. Reports display:

• Who the message was sent to
• Any unreached recipients or desktops
• A breakdown of sent vs. failed by channel
• Responses to Acknowledgement and Polling messages (with resend options)
• Unique and total clicks for shortened URLs and attached files

Report Details

The top section of the report includes:

• Message name
• Sender name
• Channels used
• Sent date and time

If applicable, additional details display:

• Geofencing messages: cancel or update message duration; shows end date/time if expired or cancelled.
• Desktop App messages: shows whether the message is still live.
• • If set for a timeframe: click the live chip to extend or update it.
  • If set as Live until ended: click the live chip to cancel.
  • Expired or cancelled live messages show the date/time they ended.

Buttons available:

• View Message: Opens the original sent message.
• Refresh Report: Updates report data while viewing.
• Download Report: Downloads a CSV with detailed deliverability information.

Stats by Recipients and Desktops

This section shows who was messaged and any unreached recipients/desktops.

• Each box is clickable to view a list of recipients/desktops, with options to search and export lists.

Acknowledgement Messages

• An Acknowledged box appears.
• Clicking displays two tabs: Acknowledged and Unacknowledged.
• Tabs include a radio button to switch between Recipients and Desktops.
• Resend Message options for Unacknowledged (if applicable):
• • Resend Now: immediately
  • Resend Later: schedule one or more resends (only sent to those unacknowledged up to that time).

Polling Messages

A Responded box appears.

• Clicking displays two tabs: Responded and Not Responded.
• Tabs include a radio button to switch between Recipients and Desktops.
• Responded tab:
• • Filter by each poll option.
  • Send a Follow-Up Message to selected response groups (if applicable).
• Not Responded tab:
• • Resend Now or Resend Later to those who haven’t responded (if applicable).

Stats by Responded

(Only available for Polling messages)

• Displays percentage and count of Recipients/Desktops who responded.
• Breaks down each poll option by count and percentage.
• Each option is clickable to view responders.

Stats by Channels

Displays delivery breakdown per channel (Text, Email, Voice, Desktop, etc.).

• Shows number sent and failed per channel.
• For Acknowledgement messages, shows number of acknowledgements per channel.

🛡️ Note: If you see failures, refer to the Download Detailed Message Report section.

Stats by Sent To

• Displays message distribution by:
• • Groups
  • Targets
  • Adhoc geofences
  • Individual recipients
  • Individual desktops
• Shows how many were messaged in each category and any unreached.
• Rows are clickable to view names of recipients/desktops.

Stats by URLs

• If a message included a shortened URL or attached file:
• • The URL or file name displays.
  • Shows:
  • • Unique Clicks (number of individual browser clicks)
    • Total Clicks (all clicks combined, including repeat clicks)

🛡️ Note: Since the same URL is shared across all recipients/desktops, individual-level click tracking is not available. The report only shows the total number of clicks the link received.

Download Detailed Message Report (CSV)

When you click Download Report, a CSV file is generated that provides recipient-level and desktop-level delivery details. This file is especially useful for troubleshooting message failures, reviewing delivery timelines, or analyzing polling responses.

🛡️ Note: The Status column will take at least 1 minute after send time to update and reflect the final delivery status.

Columns Included

The CSV contains the following data fields:

• Id – System ID for the delivery record.
• MessageName – Name of the message that was sent.
• GroupName – The group, target, or distribution list the recipient/desktop was included under.
• ChannelTypeId – The channel used (e.g., TEXT, EMAIL, VOICE, DESKTOP).
• NotificationAddress – The destination address (phone number, email, or desktop ID).
• FromAddress – The sending address (e.g., sending phone number, email address).
• First Name / Last Name – Recipient/desktop name.
• Company / Job Title – Recipient’s company and job title, if provided in your data.
• Role – Whether the record is tied to a Recipient or Desktop.
• Status – Outcome of the delivery attempt (e.g., Sent, Delivered, Undelivered, Duplicate, Acknowledged).
• StatusDetail – Additional status codes or details (e.g., carrier error codes, “delivered -”, etc.).
• StatusDate – The timestamp of the most recent status update.
• SentOn – The timestamp when the message was initially sent.
• SentBy – The ID of the user or process that sent the message.
• DeliveryReferenceId – Reference ID from the delivery provider (e.g., carrier or email provider).
• PollingResult – Displays the recipient’s poll response if the message included polling.
• ResultOn – Timestamp of when the poll response was submitted.

Use Cases

• Troubleshooting failures – To investigate delivery issues, review the Status and StatusDetail columns (columns M and N) in the CSV. These fields indicate whether a message was successfully delivered, or undelivered with a specific error code.
• • 🛡️ Note: If you see message failures, please refer to the Message Failures or Undelivered Messages articles for more details on common error codes and resolution steps.
• Delivery verification – Confirm delivery times using SentOn and StatusDate.
• Response tracking – Review PollingResult and ResultOn for survey/poll responses.
• Audit reporting – Use DeliveryReferenceId for support escalations with carriers or providers.