Once you send a text message from your Workshop account, you can measure the delivery & engagement specific to that message.
Note - these analytics are only available for Workshop's two-way SMS delivery channel.
Where to locate the analytics for your text message:
Click on 'Text > 'Messages' within the top navigation bar
Navigate to the sent text message that you want to view the analytics of and click into that message
Within the analytics view of this text message, you can gather information on the deliverability of your text as well as, the performance of your text.
To start, let's dive into the deliverability data:
- Target Recipients = the number of recipients that were selected at time of message send
- In the parentheses, you can see the distribution lists that were selected & contributed to that target recipient count
- Recipients = the number of recipients that Workshop attempted to send the text message to
- This number can be different than your Target Recipients because there could be people, at time of send, that you were notified would not receive the text message for various reasons
- Below Recipients, we display that 'target recipient' count again to help make that connection between who was selected to receive this message vs. who could receive the text message at time of send
- Messages Sent = the number of recipients that Workshop sent the text message to
- Failed to Send = the number of recipients that did not receive the text message due to various reasons
- Success Rate = Messages Sent / Recipients
How can I understand which recipients received a message & which did not?
Click on the Recipients Tab within this analytics view of the text message:
Within the Recipients tab, you can view all of the target recipients for the text message. Per recipient, you can view the status for each recipient. This status will tell you if the text message was successfully delivered to the recipient and if not, the reason why it was not.
You have the ability to filter this recipient list by the following options:
If you want to follow up with any recipients by status, you can filter down by that status and then from the 3dot menu - export those recipients or even directly create a distribution list of those recipients to use to send an email communication to.
From this view, you can also measure employee engagement with your text messages:
The Text Performance graph gives you the ability to measure the engagement of your text message with your recipients:
This graph will provide two types of metrics - opt outs & clicks.
- Opt Outs = Total number of recipients that opted out after receiving this text message.
- The opt out will always apply to the most recently sent text message for that recipient.
- Total Clicks = Total number of registered clicks, by recipients, on the link present within your text message.
- Multiple clicks by one user will contribute to this count.
- Unique Clicks = Total number of unique recipients that clicked on the link present within your text message.
- Additional clicks by a user will not contribute to this count.
You can calculate Click Rate by taking (Unique Clicks / Messages Sent)
Why are there no metrics present on my Text Performance graph?
If your text message does not contain a link then you will not see any click data therefore, we do suggest adding a link to your texts to measure employee engagement.
If no recipients performed an opt out after receiving this text message then you will see no opt outs present in this graph.
Why are there no open rates for text messages?
Unlike email tracking, open rate or the number of recipients that opened your SMS message is not a metric that can be tracked. Instead of open rate, text messages are measured on delivery success rate and click rate.
How can I see which recipients clicked the link in my text message?
Click on the Recipients Tab within this analytics view of the text message:
Within the Recipients tab, you can view all of the target recipients for the text message. Per recipient, you can view total number of clicks per recipient.
- To note, if you have more than one link present in your text message, this click count will be the total number of clicks for either link by that recipient.
If you want to follow up with any recipients that did not click your link, you can filter down by the 'Unclicked' status and then from the 3dot menu - export those recipients or even directly create a distribution list of those recipients to use to send a follow up text message or email communication to.