You Will Learn
Accessing SMS Analytics
Sent text message
Once you send a text message through Workshop’s two-way SMS channel, you can review its delivery and engagement metrics.
To locate analytics for a specific SMS message:
In the top navigation bar, select Text → Messages.
Open the sent message you want to analyze.
Inside the analytics view, you’ll see a breakdown of deliverability and performance metrics for that text.
Dashboard
Beyond individual message analytics, you can view overall text performance from your Workshop Dashboard.
Toggle to Texts to see:
Total number of texts sent
Deliverability rate across all SMS messages
Click rate across all messages with links
Response rate across all texts
Total number of unique recipients who have received a text
This dashboard view can be filtered by date range, giving you insight into trends over time.
Delivery Metrics
Delivery analytics help you understand which recipients were able to receive your message and why others may not have.
Target Recipients
The number of recipients selected at the time of send.
The distribution lists used for sending appear in parentheses.
Recipients
The number of people Workshop attempted to send your message to.
This may differ from Target Recipients if some individuals were excluded at send time (e.g., missing phone number, invalid number, preference settings).
Messages Sent
The number of recipients Workshop successfully sent the SMS to.
Failed to Send
The number of recipients who did not receive the message due to errors or delivery issues.
Success Rate
Calculated as: Messages Sent ÷ Recipients
Performance Metrics
Workshop allows you to measure recipient engagement with your text message through the Text Performance graph.
You’ll see the following metrics:
Total Responses
Total number of recipients who responded to text message.
The first response received within 48 hours of when the message was sent will apply, unless another message is sent during that 48-hour period.
Opt Outs
Number of recipients who opted out after receiving this specific text.
Opt-outs always apply to the most recent message a user received.
Total Clicks
Total clicks by all recipients on the link in your text message.
A single user may contribute multiple clicks.
Unique Clicks
The number of individual recipients who clicked the link at least once.
Additional clicks from the same user do not increase this number.
Click Rate
Calculated as: Unique Clicks ÷ Messages Sent
Why Metrics May Be Missing
You may see an empty Text Performance graph if:
No Link Clicks
The message did not contain a link.
Suggestion: Include links in text messages to measure engagement.
No Opt-Outs
If no one opted out after this message, the opt-out line will be blank.
Also, you will not see open rates for SMS, this is not an accurate metric for SMS.
Instead, SMS performance focuses on:
Delivery success rate
Click rate
Recipient-Level Analytics
To see analytics per recipient
Open the SMS message analytics.
Select the Recipients tab.
Within this table, you can view:
Every intended recipient
If they opted out due to this text
Their delivery status & the reason a message failed (if applicable)
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A Clicks column showing total number of clicks by that individual recipient
If your SMS contains multiple links, the click count reflects the combined total clicks across all links for that person.
A Response column showing each person’s reply
You can filter recipients by attributes such as:
Delivered
Failed
Opted out
Clicked / Un-clicked
Responded / Un-responded
From the three-dot menu, you can:
Export the filtered list
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Create a new distribution list using those recipients (for follow-up communication)