Message reports board
Use this board to help you understand what is happening with your SMS/MMS messages.
Attention: Only available for customers with Advanced Reporting.
- You can download up to two months worth of data at a time for this board
- SMS/MMS data is available from November 2024 onward
- Shared inbox data will be available from April 2025 onward
- All data is deleted after 13 months
This board is designed to help you answer questions such as:
- Who sent the most messages? Is there some abuse in our system or a way to better control costs and manage the customer experience?
- What is my success and failure rate for messages?
- Who is automatically opting out of our messages?
To take advantage of this board, make sure you have set up inbox queues with SMS/MMS or enabled SMS permissions in GoTo Admin.
Permissions
Based on your
role/permissions, you will have the following experiences with this board when logged in:
| Role | Access |
|---|---|
| Super Admin or user with "Access user history, usage, and data" permission | You can see all message logs and access the conversation overview for each log. |
| Manager of a User Group | You can see all message logs that you and/or your direct reports were a participant in, but cannot access the conversation overview for any logs. |
| Member or general user | You can see all message logs that you were a participant in, but cannot access the conversation overview for any logs. |
Available filters and tools
There are a variety of filters that you can use on each of these boards to customize the data you see on the cards:
| Category | Description/Options |
|---|---|
| Date range | Choose from several curated options or use the calendar to enter a custom date range. |
| Grouped by |
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| Type any phone numbers to show message logs associated with those selected numbers. | |
| Type user's names to show message logs associated with the selected users. | |
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You also have the following tools:
- Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Update, Share, Rename or Delete that board.
- Use Reset all to clear the filters to their default state.
- Use the settings gear to rearrange the available cards if desired.
Cards
Note: All data shown will be relative to any applied filters.
| Card | Description |
|---|---|
| Total usage summary | Shows the total amount of conversations, SMS messages, and MMS messages grouped by direction. |
| Total usage graph | Shows the total amount of messages sent and received. |
| Message report | Shows the message logs and various details according to your selected grouping (either by date/time or user) such as the channel it was received on, who it was to and from, or the total message count per agent.
To view conversation details, select the desired log. If you have the needed permissions (see above), you will be able to view/scroll through the conversation and export as needed.
Note: To export on the board level, see How do I export Call reports and Analytics reports ?
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Article last updated: 11 March, 2025