Message Analytics Explained

How to use the Messages view in Reach Analytics to find individual message records, filter by subscriber or status, and trace what happened to any send.

Overview

The Messages view in Analytics gives you individual message records, one row per message sent. Unlike the Campaigns view which shows aggregate totals, the Messages view lets you look up a specific subscriber's message history, filter by message status, or trace what happened to any single send. This article explains the filters, the table, and how to use them.

Opening the Messages View

1. Click Analytics in the left sidebar.
2. Click the Messages tab at the top of the page.
3. Set your filters. The Messages view shares the Campaign Filters and Notification Filters from the Campaigns tab but adds a third row: Subscriber Filters.

Subscriber Filters

These filters are unique to the Messages view and let you search for messages to or from a specific subscriber.

Filter	How it works
Subscriber	Operator dropdown (Equals, Contains, Starts with) plus a value field. Enter a Subscriber ID.
First Name	Operator dropdown plus a value field. Enter the subscriber's first name.
Last Name	Operator dropdown plus a value field. Enter the subscriber's last name.
Contact	Operator dropdown plus a value field. Enter an email address or phone number.
State	Multi-select dropdown. Choose one or more states.
City	Multi-select dropdown. Choose one or more cities.

The Message Details Table

Each row in the table is one message to one recipient. The columns are:

Column	What it shows
Notification Type	The template name.
Send Date	Date and time the message was sent.
Channel	SMS, Email, Voice, or Push.
Contact	The recipient's email or phone number.
Message Status	Delivered, Opened, Dropped, Failed, or Bounced.
Direction	OUT for outbound (Reach to subscriber).
Campaign	The Campaign ID for this send.
Trigger	ADHOC (manual) or Scheduled.

Common Use Cases

What you need to find	How to filter
All messages to one subscriber	Subscriber filter: Equals + their Subscriber ID.
Why a specific person did not get a message	Contact filter: Contains + their email or phone. Look at Message Status.
All failed SMS in the last week	Date: last 7 days. Channel: SMS. Message Status: Failed.
All opens for a specific email campaign	Campaign: [Campaign ID]. Channel: Email. Message Status: Opened.

Frequently Asked Questions

Q: Why does a subscriber show a 'Dropped' status?

A: Dropped usually means the subscriber had previously opted out (replied STOP) or their contact detail is on a suppression list. Check the STOPs tab in Analytics and the subscriber's record.

Q: Can I see whether a subscriber opened an SMS?

A: No. Open tracking is email-only. SMS delivery is tracked at the carrier level as Delivered or Failed.

Q: The Message Details table has no rows for a subscriber I know received messages.

A: Check the date range first. Also check that the correct department is selected in Notification Filters.

Q: Can I export message-level data?

A: Yes. Click the three-dot menu at the top right of the Message Details table and choose your export format. See KB-Export reports.

Need More Help?

If you have followed the steps above and still require assistance, please refer to the relevant articles listed below for additional guidance.

• STOP Analytics ExplainedHow to find and review subscriber opt-out records.
• Export ReportsHow to export message-level data.