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 narrow the list with the Filter menu (type and sender), the Tags button and the date range. 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 by admin	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.

Settings reference

Setting	Where	Default	Effect
Search by recipient	Communications › All messages, first search box	Empty	Finds send-outs by recipient name, email or mobile.
Subject / Template search	All messages, second search box	Empty	Finds send-outs by subject or template name.
Filter menu	All messages, funnel button	Messages by administrators	Narrows the list. Choices: All messages, Messages by administrators, SMS messages, Marketing only, Published as a web page, New received messages, All received messages, Drafts, Scheduled send outs, Form filled confirmations, Purchase confirmation or with invoice, Automation messages, Connection code, and one entry per verified sender email when you have more than one. Email-to-text messages appears only when email-to-text is enabled.
Tags	All messages, tag button	No tag	Keeps only send-outs whose template has the selected tag.
Date	All messages, date range	No range	Keeps send-outs in the chosen date range.
Analytics	All messages, Analytics button	Not applicable	Shows totals for the listed send-outs: recipients, sent, opened, clicked, skipped and error counts, plus a conversion rate when forms are linked.
Status filter	Send-out details, email and SMS tables	All statuses	Email: Sent, Delivered, Opened, Clicked, Error, Skipped by admin. SMS: Sent, Delivered, Received, Forwarded, Replied, Error, Skipped by admin. A status is listed only when at least one recipient has it.
Excel button	Send-out details, beside the status filter	Shown only with permission	Downloads the email or SMS results. Requires permission to view client contact information.
Link performance	Send-out details, email table	Shown when link tracking was recorded for that send	Shows clicks per link in the email.
Show details	Send-out details, end of each email row	Not applicable	Opens the delivery details and provider error for that recipient.
Refresh	Send-out details	Not applicable	Updates the status and insights while a send is processing.
Resend	Send-out details	Not applicable	To someone else, To the recipient who has not opened the email (or To :count recipients who have not opened the email), To all recipients, or To selected recipients. Sends a new communication; it does not change the original.
Download CSV of recipients who have not opened the email	Send-out details, ⋮ menu	Shown when available	Downloads the recipients with no recorded open.
Recreate template	Send-out details, ⋮ menu	Shown when available	Creates a new copy of the template as it was when the message was sent, and opens it for editing.
Conversion rate	Send-out details, when the message links to a form	Not loaded	Loads the share of recipients who completed the linked form.
Publish as a web page	Send-out details, template sends only	Not published	Creates a public web page for the message with a shareable link. Review it for personal information first.
Message is frozen	Send-out details, scheduled template sends only	On	Keeps the template as it was when scheduled. Uncheck to use the updated template.
Reschedule	Send-out details, scheduled sends	Not applicable	Changes the date and time of a scheduled send.

Common questions

Why does a message show Delivered but the person says they never saw it? Delivered means the provider acknowledged the delivery, not that the person read it. The email may be in spam or a promotions tab. Check the recipient's row with Show details and see Troubleshoot undelivered messages. See Inspect individual recipients.

Why is the open rate not reliable? An open is recorded only when the email client loads a tracking image. Some people read email without one being recorded, and some privacy tools record opens automatically. Treat opens as an indicator and rely on clicks and completed forms. See Inspect individual recipients.

Where do I find a message I scheduled? Open Communications › All messages and choose Scheduled send outs in the filter menu. Open the row to Reschedule it or manage it. See Find the send-out and Scheduling messages.

Can I resend only to the people who did not open the email? Yes. In the send-out details, click Resend and choose To the recipient who has not opened the email (or To :count recipients who have not opened the email). You can also download them as a CSV from the ⋮ menu. A resend is a new communication, so check the subject first. See Follow up carefully.

Why can't I download the results? The Excel button appears only if your role can view client contact information. Ask an owner or administrator to review your access. See Invite users and manage their access.

Does a click mean the person registered? No. A click only means the link was opened. Use Conversion rate in the send-out details to see how many recipients completed the linked form. See Review conversions.

Can I see who replied to a text message? Yes. Filter the SMS table by Replied or Received, or see Receive and respond to message replies. See Inspect individual recipients.