How to Read SMS Campaign Reports in Zoho Campaigns

SMS campaign reports

SMS campaign reports help you understand how your messages are performing and how recipients are engaging with them. They provide insights like delivery status, clicks, and overall performance so you can see what’s working. This document will walk you through how to access SMS campaign reports and understand the different metrics.

To view the report of an SMS campaign you sent,

  1. From the Navigation toolbar, click Campaigns, and select SMS.

  2. Click on the SMS for which you'd like to view the report.

  3. SMS reports is divided into three tabs – Overview, Contacts, Configuration.

Overview 

The metrics available under the Overview tab are:

Delivery stats 

  • Sent: The number of SMS successfully sent

  • Delivery rate: The percentage of sent SMS messages that were successfully delivered to recipients

  • Hard bounce: A hard bounce is a permanent delivery failure. This means the SMS could not be delivered and future attempts are also likely to fail.

Notes
Note:
Common reasons for a hard bounce include:
  1. The recipient or mobile carrier has blocked your phone number.
  2. The phone number does not exist.
  3. Your account is not linked to a registered toll-free number (for SMS sent to the US).
  4. The SMS was sent to a country not supported by Zoho Campaigns.
  5. Your account is not linked to a registered Sender ID in countries where it is required.

  • Soft bounce: A soft bounce is a temporary delivery failure. In most cases, the phone number is valid and the SMS has reached the recipient's carrier, but the carrier rejected it. As a result, the SMS was not delivered.

Notes
Note:
Common reasons for a soft bounce include:
  1. The SMS was sent to a landline number.
  2. The recipient's phone is switched off or out of service.
  3. The phone number or country code is invalid.
  4. The SMS expired before it could be delivered.
  5. The SMS was rejected because it was suspected to be spam.
  6. The provider could not deliver the SMS for an unknown reason.
  7. The SMS content could not be delivered in its current form.
  8. A temporary issue occurred on the carrier's network.
  9. The recipient is currently unreachable.
  10. A temporary phone-related issue occurred, such as a full SIM card or insufficient memory.
  11. The SMS was sent during restricted hours or dates in the recipient's country.

Engagement stats 

  • Click rate: The percentage of recipients who clicked the link in the SMS

  • Unsubscribe rate: The percentage of recipients who opted out after receiving the SMS

 Credits stats 

  • Cost per click: The average cost incurred for each click on the links in your SMS campaign, calculated by dividing the total campaign cost by the number of clicks.

  • Cost per recipient: The average cost spent to send the SMS to each recipient, calculated by dividing the total campaign cost by the number of recipients.

  • Total cost: Total amount spent to send the SMS campaign.

  • Credits used: Total credits used to send the SMS campaign.

Engagement over time 

Shows how recipients interacted with your SMS (like clicks) over a period of time, helping you understand when your message got the most attention.

Location breakdown 

Shows where your recipients are located based on their interactions (like clicks), helping you see which regions engaged more with your SMS campaign.

Contacts

The Contacts tab in SMS campaign reports shows recipient-level details, including who the SMS was sent to and how each contact interacted with it. You can filter the contacts the SMS was sent to based on:

  • Sent

  • Delivered

  • Unsubscribed

  • Clicked

  • Hard bounce

  • Soft bounce

Configuration 

This section includes the setup details of your SMS campaign, including recipients, sender information, credits utilized, and SMS content.