SMS/MMS report

Understanding how your SMS and MMS campaigns are performing is critical to your marketing success.

Gareth Burroughes avatar
Written by Gareth Burroughes
Updated yesterday

Our SMS/MMS campaign reports let you keep track of what’s working well and where you may want to make changes.

View an SMS/MMS campaign report

  1. Go to Analytics > Reports

  2. Expand the MORE REPORTS drop-down menu and select SMS.

    On the SMS/MMS reports page, the Campaign sends tab displays a table of metrics showing your campaigns’ performance.

    The SMS/MMS report table shows:

    • Last sent

    • Campaign name

    • Click-to-delivered rate

    • Conversion rate

    • Direct orders

    • Assisted orders

    • Last modified by

    • Revenue

    • Assisted revenue

    • Total segments

    • Total clicks

    • Total delivered

    • Total sent

    • Type

    • Unique clickers

  3. For a more detailed report, select a campaign name.

Understand the SMS/MMS campaign report

The SMS/MMS campaign report is divided into three sections:

SMS/MMS preview

At the top of the report, there's a visual preview of your campaign. Select the preview to view your campaign in portrait or landscape view.


To the right of the SMS preview, the overview is a summary of your SMS campaign's performance.

The overview tiles show these metrics:

  • Revenue

  • Unique sends

  • Unique deliveries

  • Pending

  • Soft bounces

  • Hard bounced

  • Deleted

Delivery details

Under the heading Delivery details, five tabs categorise your contacts by delivery status:




Your message has been successfully sent and delivered to these contacts.


Your message has been sent and is with the network, but it hasn't yet been possible to deliver it -- the contact's phone might be switched off.

Soft bounces

The message wasn’t delivered because the time allowed for message delivery expired. A network allows for a certain amount of time when attempting to deliver a message to a contact's phone, and whilst this differs between networks, it is usually between two to three days.

Hard bounces

Your message has failed to deliver. There are several reasons why this might happen:

  • The number isn't correct.

  • Mobile networks report this number is no longer active.

  • Some smartphones only allow the delivery of messages from known numbers.

  • Older devices can have an inbox storage limit that might be at capacity.

After three hard bounces, we automatically suppress the contact, so you don't send to them again.

Learn how to turn off automatic suppression in Turn off SMS hard bounce automatic suppression.


Mobile numbers that have been deleted by a network.

SMS skipped report

Sometimes your SMS campaign might intentionally skip certain contacts and not send to them. For example, SMS personalisation for a contact with a long first name can cause the SMS campaign to exceed the maximum number of segments for the send. Learn more in Set max SMS segments.

To view the SMS skipped report:

  1. Go to Analytics > Reports

  2. Expand the MORE REPORTS drop-down menu and select SMS.

  3. To open the report, select the SMS campaign name.

  4. Expand the MORE REPORTS drop-down menu and select SMS skipped.

  5. The report shows the contacts that were skipped in campaign’s send and the reasons for each skip.

SMS skipped reasons

These are the potential reasons a contact can be skipped in an SMS campaign send:



  • SkippedNoContent

The SMS campaign is empty.

  • SkippedHypersonalization

skipcontact Liquid markup was added to the SMS campaign, which caused the send to skip certain contacts.

  • FailedHypersonalization

Liquid markup took too long to load.

  • ContentTooLong

The SMS campaign was longer than the Max SMS Segments set or longer than 2000 characters. Learn more in Set max SMS segments.

Export SMS/MMS report data

You can export a .csv file containing the data from the SMS/MMS report.

To do this:

  1. Select EXPORT CSV.

  2. You're taken to the Exports page. Select Download to access your file.

If you don't want to export the file at the current time, you can do so at any point in the 30 days from the date of xport. To do this:

  1. Expand the User menu and select Settings.

  2. Go to General > Exports.

  3. Find the file you want and select Download.

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