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Results
Two places answer "what happened to the messages": Sent lists each message, Reports adds them up per broadcast and journey.
Sent: every message
CRM → Sent lists every email and SMS the CRM sent, test sends included, newest first.
- Totals across the top: all, sent, delivered, opened, clicked, unsubscribed, bounced, marked as spam, failed and waiting. Click one to show only those.
- Filters: where it came from (test sends, broadcasts, journeys, sent to one player), email or SMS, and a period from 24 hours to a year (30 days by default).
- Search by address or subject.
- One row per message: when it went out, who it went to (links to the contact), subject and template, the broadcast or journey, its status with the bounce or failure reason, and when it was opened, clicked or unsubscribed.
The page refreshes on its own every 15 seconds.
Reports: per broadcast and journey
CRM → Reports has one row per broadcast and per live journey. A sent broadcast shows the same numbers under Results.
| Number | What it counts |
|---|---|
| Sent | Messages the provider accepted; also how many are on the way or were not sent |
| Delivered | Reached the player's inbox server |
| Opened | Opened at least once |
| Clicked | Clicked at least one link |
| Unsubscribed | Unsubscribed from this message |
| Bounced | Hard and soft bounces |
| Spam | Players who marked it as spam |
| Deposited after | Players who deposited within the window you choose (3 days by default) after their first message, and how much |
Rates are of messages sent. A warning appears when bounces reach about 5% or spam about 0.1% on enough messages: the levels at which mail providers start reviewing an account.
How the numbers are counted
- Test sends are never counted in reports. They are on Sent.
- Opens are approximate: some mail apps load images for everyone, some for no one. Clicks are more reliable.
- Deposited after counts each player once, from the first message they got, in the player's own currency.
- Unsubscribes are matched to the message they came from. Through the mail provider's own unsubscribe link, the exact message is marked. Through the brand's unsubscribe page, which does not know which message the player came from, the latest message sent to that player in the last 60 days is marked. Either way the player is unsubscribed. Messages sent before this was added show no unsubscribe time.
- A hard bounce stops the address being emailed again. A spam complaint counts as an unsubscribe.
Where the results come from
The mail provider reports each result to the CRM as it happens. Every report is checked against the brand's own key, so a forged report is refused and changes nothing. Until that connection is set up for a brand, messages show Sent but never Delivered; see Sending set-up.
SMS delivery and cost are asked of the SMS provider every minute until the message is delivered or has failed.
When a message did not arrive
- Find it on Sent by the address.
- Not there: it was never sent. Check the pill at the top (sending off or test list only), the player's consent on their contact page, and whether the broadcast left them out.
- Waiting: sending is off, or today's daily limit is reached.
- Failed: the reason is on the row.
- Sent or Delivered: it left the platform. Ask the player to check spam, and check the address on their contact page.