How to View Message History

How to find individual message records in Reach Analytics, filter them by subscriber, channel, or date, and export what you need.

Overview

The Analytics tab in Reach gives you a full record of every message sent from your campaigns. You can filter by subscriber, date range, channel, notification type, and more to find exactly what you need. This article explains how to access message history and make sense of what it shows.

Data availability

New campaign data takes up to 15 minutes to appear in Analytics after a send. If a recent campaign is not showing up, wait a few minutes and refresh your browser.

What You'll Need

• Access to the Analytics tab (all roles).
• The date range, subscriber name, campaign ID, or channel you want to look up.

Step-by-Step: Viewing Message History

Step 1: Go to Analytics and open the Messages view

1. Click Analytics in the left sidebar.
2. At the top of the page, click the Messages tab. This switches the view from campaign-level summaries to individual message records.

Step 2: Set your filters

The Messages view has three filter groups. Use any combination to narrow your results.

Filter group	What it filters on
Campaign Filters	Date range, specific Campaign ID, and campaign status (Processing, Parsing, Expired, Complete).
Notification Filters	Department, Program Category, Program, Notification Type, Channel (SMS/Email/Voice/Push/Letter), and Message Status (Opened, Delivered, Dropped, Failed).
Subscriber Filters	Subscriber ID, First Name, Last Name, Contact (email or phone), State, and City.

Step 3: Read the results table

The Message Details table below the filters shows one row per message. Here is what each column means:

Column	What it shows
Notification Type	The name of the notification template that was sent.
Send Date	The date and time the message was dispatched.
Channel	SMS, Email, Voice, or Push.
Contact	The email address or phone number the message was sent to.
Message Status	Whether the message was Delivered, Opened, Dropped, or Failed.
Direction	OUT means the message was sent from Reach to the subscriber.
Campaign	The numeric Campaign ID for this send.
Trigger	How the campaign was triggered. ADHOC means it was launched manually.

Step 4: Export if needed

1. To export the current filtered results, click the three-dot menu (ellipsis) at the top right of the Message Details table.
2. Choose CSV, Excel, or Google Sheets depending on what you need.
3. The file will download with all rows matching your current filters.

Understanding Message Statuses

Status	What it means
Delivered	The message reached the recipient's carrier or inbox.
Opened	The recipient opened the email (email channel only).
Dropped	The message was not sent, typically because the subscriber had previously opted out or the contact detail was invalid.
Failed	The message was attempted but not delivered. This can happen due to carrier issues, invalid numbers, or full inboxes.
Bounced	The email address rejected the message (email channel only).

Having Trouble?

What you're seeing	Why it happens	How to resolve it
No results appear after filtering	Your filters may be too restrictive, or the data is from before your selected date range.	Widen the date range first. Try removing other filters one at a time until results appear.
A recent campaign is not showing in Analytics	Data takes up to 15 minutes to populate after a send.	Wait 15 minutes and click the refresh/SYNC button at the top of the page.
Message Status shows 'Dropped' for many records	The subscriber may have previously replied STOP, or their contact detail is on a suppression list.	Check the Analytics STOPs tab for opt-out records. Review the subscriber's contact details in the Subscribers tab.
I can see campaign data but no subscriber-level detail	The Subscriber Filters in the Messages view may not be set.	Switch to the Messages tab (not Campaigns) and use the Subscriber Filters section to narrow to a specific person.

Frequently Asked Questions

Q: Can I look up the full message history for one specific subscriber?

A: Yes. In the Messages view, use the Subscriber Filters to enter their first name, last name, Subscriber ID, or contact detail. All messages sent to that person will appear.

Q: How far back does message history go?

A: Reach retains message history for reporting purposes. For specific retention periods, contact Convey support.

Q: Can Department Staff view message history?

A: Yes. All roles can access the Analytics tab. Department Staff see only their own department's data.

Q: Why does my export have more rows than I see on screen?

A: The screen paginates results. The export includes all rows matching your filters, not just the current page.

Q: What does the Campaign ID column reference?

A: It is the system-generated ID for that specific send. You can paste it into the Campaign filter field to pull up all messages from that exact campaign launch.

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 Explained How to find and interpret subscriber opt-out records.
• Campaign Dashboard Overview The campaign-level analytics view and what each chart means.