Skip to main content

Message Analytics

Track and analyze SMS/text message performance for your AI assistants.

Overview​

Message analytics help you:

  • Monitor SMS delivery and response rates
  • Track message costs and usage
  • Identify conversation patterns
  • Optimize messaging workflows

Message List​

Accessing Messages​

  1. Go to Analytics → Messages
  2. See all SMS conversations
  3. Filter by date, assistant, or status

Default view shows:

  • Message timestamp
  • Direction (inbound/outbound)
  • Phone number
  • Message preview
  • Delivery status
  • Associated assistant

Filtering Messages​

Filter by direction:

  • Inbound: Messages received from customers
  • Outbound: Messages sent by AI assistant
  • All: Both directions

Filter by status:

  • Delivered: Successfully sent
  • Failed: Delivery failed
  • Pending: Awaiting delivery

Filter by date:

  • Today
  • Last 7 days
  • Last 30 days
  • Custom date range

Filter by assistant:

  • Select specific AI assistant
  • View messages across all assistants

Message Details​

Viewing Individual Messages​

Click any message to see:

  • Full message text
  • Timestamp (sent/received)
  • Phone numbers (from/to)
  • Delivery status
  • Cost (if outbound)
  • Associated call or conversation
  • Error details (if failed)

Message Thread View​

See full conversation:

  1. Click message in list
  2. View "Thread" tab
  3. See entire SMS conversation
  4. Messages grouped by phone number

Thread includes:

  • All messages with that number
  • Timestamps
  • Direction indicators
  • Context from related calls

Message Metrics​

Key Metrics​

Total Messages

  • Count of all SMS in period
  • Inbound + outbound combined
  • Trend vs previous period

Delivery Rate

  • Percentage successfully delivered
  • Formula: (Delivered / Sent) × 100
  • Target: 95%+

Response Rate

  • Percentage of outbound messages that get replies
  • Indicates engagement
  • Industry average: 20-30%

Average Cost per Message

  • Total spend / messages sent
  • Helps track budget
  • Varies by message type

Message Volume Chart​

Shows:

  • Messages sent over time
  • Inbound vs outbound breakdown
  • Daily/weekly/monthly views

Use cases:

  • Identify high-volume days
  • Track growth trends
  • Plan capacity needs

Message Status & Delivery​

Delivery Statuses​

Delivered ✅

  • Message successfully reached recipient
  • Confirmed by carrier
  • Most common status

Pending ⏳

  • Message sent but not confirmed
  • Usually resolves within seconds
  • May indicate carrier delay

Failed ❌

  • Message delivery failed
  • See error details
  • Common causes below

Common Failure Reasons​

Invalid phone number

  • Number doesn't exist
  • Wrong format
  • Recently disconnected

Carrier blocked

  • Carrier rejected message
  • May be spam filtered
  • Contact support if recurring

Landline number

  • Can't send SMS to landlines
  • Need SMS-capable number
  • Check number type

Message too long

  • Exceeds character limit
  • Split into multiple messages
  • Or reduce content

Message Costs​

Cost Breakdown​

View message costs:

  1. Go to Analytics → Messages
  2. Click "Costs" tab
  3. See spending by period

Cost includes:

  • Outbound messages only
  • Inbound messages are FREE
  • MMS may cost more (3-5× regular SMS)

Typical costs:

  • Standard SMS: $0.01 each
  • MMS: $0.03-0.05 each
  • International: varies by country

Reducing Message Costs​

1. Optimize message length

  • Keep under 160 characters
  • Longer messages = multiple segments
  • Each segment billed separately

2. Use templates

  • Pre-written messages
  • Consistent formatting
  • Reduce errors

3. Avoid unnecessary messages

  • Send only when needed
  • Consolidate information
  • Use calls for complex topics

4. Monitor usage

  • Set budget alerts
  • Track daily spending
  • Identify cost spikes

Message Templates​

Appointment confirmations:

Your appointment with [Business] is confirmed for [Date] at [Time].
Reply CANCEL to cancel or RESCHEDULE to change. - [Business Name]

Booking receipts:

Thanks for booking! [Service] on [Date] at [Time].
Total: $[Amount]. We'll send a reminder 24hrs before. - [Business Name]

Reminders:

Reminder: You have an appointment tomorrow at [Time] with [Business].
Reply CONFIRM or call [Phone]. - [Business Name]

Follow-ups:

Thanks for calling [Business]! Here's the info we discussed: [Details].
Questions? Reply or call [Phone]. - [Business Name]

Compliance & Opt-Out​

Message Compliance​

Every message should include:

  • Business name
  • Opt-out instructions (for marketing)
  • Clear purpose

Example:

Your order #1234 shipped! Track: [link].
Reply STOP to opt out. - Voka AI

Managing Opt-Outs​

When customer replies STOP:

  • Automatically added to opt-out list
  • No more marketing messages
  • Transactional messages still allowed

View opt-out list:

  1. Go to Analytics → Messages
  2. Click "Opt-Outs" tab
  3. See all opted-out numbers

Transactional vs Marketing:

  • Transactional: Order updates, appointment reminders (allowed even if opted out)
  • Marketing: Promotions, newsletters (blocked if opted out)

Message Analytics by Assistant​

Compare Assistant Performance​

View metrics per assistant:

  1. Go to Analytics → Messages
  2. Select "By Assistant" view
  3. Compare messaging activity

Metrics shown:

  • Messages sent per assistant
  • Delivery rates
  • Response rates
  • Costs per assistant

Use for:

  • Identify high-performing assistants
  • Optimize messaging workflows
  • Balance message load

Searching Messages​

Search Functionality​

Search by:

  • Phone number
  • Message content
  • Date range
  • Delivery status

Use cases:

  • Find specific conversation
  • Locate customer inquiry
  • Verify message sent
  • Track delivery issues

Identifying Patterns​

Look for:

Peak messaging times

  • When most messages sent/received
  • Helps staff scheduling
  • Optimize response times

Common message topics

  • Frequently asked questions
  • Popular services mentioned
  • Common issues

Seasonal variations

  • Holiday increases
  • Slow periods
  • Plan capacity accordingly

Exporting Message Data​

Export Options​

CSV Export:

  1. Go to Analytics → Messages
  2. Select date range
  3. Click "Export"
  4. Choose CSV format

Includes:

  • Timestamp
  • Phone numbers
  • Message text
  • Status
  • Cost
  • Assistant name

Use for:

  • External analysis
  • Compliance records
  • Billing reconciliation
  • CRM integration

Troubleshooting​

Messages Not Sending​

Check:

  1. Phone number is SMS-enabled
  2. Assistant has messaging enabled
  3. Sufficient balance/plan limits
  4. Number not opted out

See: Troubleshooting Guide

Delivery Issues​

If low delivery rate:

  • Verify phone numbers valid
  • Check for carrier blocks
  • Review message content for spam triggers
  • Contact support with examples

Best Practices​

1. Monitor delivery rates

  • Track weekly
  • Investigate drops below 95%
  • Address issues promptly

2. Keep messages concise

  • Under 160 characters ideal
  • Clear call-to-action
  • Include business name

3. Track response rates

  • Good engagement = 20-30%
  • Low rates = unclear messages
  • Test different templates

4. Respect opt-outs

  • Honor STOP requests
  • Only send transactional if opted out
  • Maintain compliance