What is Messages Dashboard?
The Messages Dashboard provides comprehensive SMS messaging analytics and history. Track message delivery rates, view conversation threads, monitor inbound/outbound messages, and analyze SMS communication effectiveness.
Key Metrics
Total number of SMS messages sent and received
- Includes both outbound (sent) and inbound (received) messages
- Counts all messages regardless of delivery status
- Updated in real-time as messages are sent/received
Percentage of successfully delivered messages
- Shows what % of sent messages were successfully delivered
- High rate (95%+) = good phone number quality
- Low rate (<85%) = check for invalid numbers or carrier issues
Message direction breakdown
- Inbound: Messages received from leads (lead replies)
- Outbound: Messages sent to leads (your messages)
- High inbound count = good engagement from leads
- Balance indicates two-way conversation quality
Messages that failed to deliver
- Common causes: Invalid phone numbers, carrier blocks, opt-outs
- Click to view failure reasons and details
- Remove invalid numbers to improve delivery rate
Messages Table
Table Columns Explained:
- Direction: ↑ Outbound (sent) or ↓ Inbound (received)
- Lead: Name of the lead (click to open lead details)
- Phone: Phone number the message was sent to/from
- Message: Preview of message content (click row to see full message)
- Status: delivered, failed, pending, queued
- Timestamp: When the message was sent/received
Message Status Types:
- Delivered: Successfully delivered to recipient's phone
- Pending: Sent to carrier, awaiting delivery confirmation
- Queued: Waiting to be sent (usually very brief)
- Failed: Could not be delivered (hover for failure reason)
- Undelivered: Carrier rejected or number invalid
Filtering & Search
Date Range Filter:
- Select start and end dates to view messages from specific time periods
- Use preset ranges: Today, Last 7 Days, Last 30 Days, etc.
- Helps analyze message patterns and communication frequency
Status Filter:
- Filter by delivery status (All, Delivered, Failed, Pending)
- Useful for identifying and troubleshooting failed messages
- View only inbound or outbound messages
Search:
- Search by lead name, phone number, or message content
- Find specific conversations or messages quickly
- Case-insensitive search
Export CSV
Click "Export CSV" button to download all filtered messages as a spreadsheet. Includes all message data: direction, lead info, phone, message text, status, and timestamp. Useful for:
- External analysis in Excel/Google Sheets
- Backup of message history
- Sharing with team members or clients
- Compliance and record-keeping
Best Practices
- Monitor delivery rate: Keep it above 95% by cleaning invalid numbers
- Review failed messages: Check failure reasons and remove bad numbers
- Track response times: See how quickly leads reply to your messages
- Identify patterns: Which messages get the best responses?
- Respect opt-outs: Honor STOP requests immediately (automated)
- Maintain compliance: Follow TCPA regulations and carrier guidelines
Understanding SMS Delivery
Message Flow:
- Your message is queued in LeadsEngine
- Sent to Twilio (our SMS provider) - status: queued
- Twilio sends to carrier (AT&T, Verizon, etc.) - status: sending
- Carrier delivers to recipient's phone - status: delivered
- If any step fails, status becomes failed with reason
Common Failure Reasons:
- Invalid number: Phone number doesn't exist or wrong format
- Carrier block: Recipient's carrier rejected the message
- Landline: Can't send SMS to landline numbers
- Opted out: Lead previously sent STOP