Phone System Messaging Analytics Overview

Modified on: Fri, 25 Apr, 2025 at 11:50 AM

This article provides a detailed overview of Messaging Analytics within the HighLevel Phone System, helping users track, analyze, and enhance SMS/MMS performance across their sub-accounts.

TABLE OF CONTENTS

What is Messaging Analytics?
Key Benefits of Messaging Analytics
Where to find the Messaging Analytics Option?
Metrics in Messaging Analytics Explained
Advanced Filtering Options
Detailed Message Reporting
Frequently Asked Questions
Related Articles

What is Messaging Analytics?

Messaging Analytics is a built-in reporting tool in LC Phone that provides visibility into your outbound messaging activity. It helps users understand delivery performance and identify trends by offering access to key metrics, detailed message statuses, and filtering capabilities.

Key Benefits of Messaging Analytics

Performance Monitoring: Track sent, delivered, undelivered, and error rates in real-time.
Targeted Filtering: Analyze data by campaign, workflow, date, and bulk send type.
Actionable Reporting: Review message-level detail and click through to conversations for context.
Improved Deliverability Insight: Identify issues and take corrective actions based on delivery patterns.

Where to find the Messaging Analytics Option?

Navigate to sub-account Settings.
Select Phone Numbers under Business Services.
Click on the Messaging Analytics tab.

Metrics in Messaging Analytics Explained

These metrics help you evaluate engagement performance, detect deliverability issues, and identify compliance concerns.

Sent: Total messages sent to the telephony provider, excluding those that failed within the CRM.
Delivered: Total number of messages successfully delivered to the recipients.
Failed: Messages that failed to reach the recipient due to number errors, provider or carrier blocks.
Error [30007]: Indicates that phone carriers flagged the message for spam, phishing, or fraudulent content.
Received: Number of Inbound messages successfully received by your system.
Opted-Out: Total number of recipients that unsubscribed or opted out of receiving further messages.

Advanced Filtering Options

Customize your analytics view by applying dynamic filters that let you segment messaging performance across different parameters.

Date Filter

Allows the user to compare results over custom time periods to uncover trends, spikes, or dips in performance.

Users can filter date ranges based on:

Current date.
Last 7 days.
Current month.
Current year.
Custom date range of your choice.

Messaging Filters

Messaging filters help segment messaging data based on specific sources like campaigns, workflows and bulk requests.

Campaign: Filter messages by assigned campaign name.
Workflow: Analyze message success within specific automations.
Bulk Request: View results from bulk message sends.

Detailed Message Reporting

Gives users detailed message reports for each status, with the ability to navigate directly to the conversation page for full context.

Dive into lists of sent, delivered, and undelivered messages
Click into each entry to access the full conversation view
Trace messaging paths and outcomes in context

To access detailed reports for any of the metrics:

Click on any Metric's box.
A pop-up box will appear with the detailed report of each conversation.
You can also click on the Action Button beneath each contact name to open up the conversation page for the specific contact.

Frequently Asked Questions

Q: Can I download or export my analytics data?
Currently, exporting is not available from the Messaging Analytics UI. You can take screenshots or refer to detailed logs in the conversations tab.

Q: Why don’t I see any messages listed under a campaign or workflow?
Ensure that messages are properly tagged with campaign or workflow IDs during creation. Also confirm that the selected date range includes the expected activity.

Q: How often is the data updated in Messaging Analytics?
The analytics dashboard updates in near real-time, but delays may occur depending on message volume and carrier feedback.

Q: What should I do if my delivery rate drops suddenly?
Check for recent content changes, review Error codes, and validate that your sending practices comply with the LC Messaging Policy.

Q: Can I filter by phone number or contact?
Not currently. Messaging Analytics filters work at the campaign, workflow, bulk request, and date level only.

Q: What’s the difference between 'Failed' and 'Error' statuses?
'Failed' refers to delivery attempts that didn’t reach recipients (e.g., invalid numbers), while 'Error' typically reflects carrier-specific rejections or system issues.

Q: Why is Opt-Out tracking important?
It helps you identify recipients who’ve unsubscribed, allowing you to adjust messaging strategies and ensure compliance.