Track sent messages and engagement
Review a send-out to understand who was contacted, what was delivered and which actions were recorded. Keep delivery, engagement and completed forms separate: they answer different questions.
Find the send-out
Open Communications > All messages. Search by recipient or subject and use the available type, tag, date and sender filters. Open the matching row to inspect its details. One row represents a send-out; its overall status does not establish that every recipient received the message.
Scheduled messages also appear here. Use scheduling for their maintenance rather than treating them as already delivered.
Inspect individual recipients
In the send-out details, review the email and SMS results and search or filter the recipient table. Inspect the exact destination, recorded times and available message preview. Refresh while a large send is processing. Export the relevant results when you need to investigate outside the dashboard.
| Status or event | Interpretation |
|---|---|
| Skipped | Not sent through that channel; inspect eligibility or suppression |
| Sent | Submitted for sending; a delivery acknowledgement may not yet be available |
| Delivered | A delivery acknowledgement was received; this does not prove the person read it |
| Bounced / bad email / bad number | Inspect the destination and provider error |
| Complaint | The recipient reported the email as unwanted |
| Opened / clicked | A tracked engagement event, subject to email-client and privacy behavior |
| Received / forwarded / replied | An inbound SMS or related handling action |
An email can be read without an open event, and automated privacy systems may record opens. Use engagement as an indicator rather than proof of an individual’s attention.
Review conversions
When the send-out offers a conversion view for an attached form, inspect completed responses separately from clicks. A click is not a completed registration. For payment forms, review the associated response and transaction context rather than equating every click with revenue.
Follow up carefully
The resend controls can target a new person, selected recipients or supported engagement groups. Check the selection before confirming. A resend is another communication, not an edit to what recipients already received. Reusing content as a template is also separate from changing the original send-out.
To change future automated messages, edit the automation and its content. For a failed delivery, use troubleshooting. For a conversation, use message replies.