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Smart Message Details
Locating Sent Message Details
After you send a message, navigate to your high speed inbox or shared inbox's Messages area (click the name of the High Speed Inbox or Shared Inbox from the navigation on the left-hand side). Click Sent to display a list of messages you have sent, then click on the actual message to view details.
Smart Message Details will provide
- To: Name of the recipient or the segment that you sent to
- From: Account the message was sent from (this comes into play if you are in a shared inbox)
- Sent: Provides the start and end time for how long it took to send your message
- Team: Name of the team the message was sent in.
- Smart Message and Campaign information will be displayed if applicable.
Below the primary details is information around the delivery of the message.
- Sent: The number of recipients sent a message.
- Delivered:
- Percentage of sent messages that were delivered
- Actual number of individual messages delivered
- Replied:
- Percentage of your recipients that replied
- Actual number of recipients that replied
- Category: Based on the smart message response received.
- Response: The initial response message received after Smart Message was sent (Note-any messages received after the initial response will not be shown on this page. It can be found in the conversation view in Archived)
Categorizing Responses to Smart Messages
You can track responses from the sent message details page (located under the Shared Inbox's Messages > Sent area.).
Responses to smart messages will be automatically be tracked and categorized based on what the recipient replied. Smart Messages provides you the ability to categorize and recategorize responses.
- Yes/No: You'll be able to see who replied: "Yes", who replied "No" and if any of the replies don't fit that criteria, they'll be categorized as "Other" so that you can read the response and update it accordingly to a "Yes" or "No".
- Multiple Choice: You'll be able to see who replied based on your A, B, C, D etc.. options. Any replies that don't fit that criteria, they'll be categorized as "Other".
- Numeric Scale: You'll be able to see who replied based on your 1,2,3,4,5 etc..options. Any replies that don't fit that criteria, they'll be categorized as "Other".
Once the reply has been updated, you can choose to send the configured auto reply.
The "Results" area is a reactive chart displaying information based on the answers received. This chart will update as new replies come in and/or if any answers are updated in the "category" area.
In the "Recipients" area, you'll see a list of all recipients, their response as well as the category. Anything that constitutes a valid response based on the type of smart message will automatically be categorized as such.
Responses that do not fall into those categories will be categorized as "Other.
Valid Responses for Yes/No
The following responses from recipients will automatically be classified as "yes" responses:
"Yes", "Y", "Yea", "Yup", "Yep", "Yeah", "1", "Ye", "Ya", "Absolutely", "Si", "Sí"
The thumbs up emoji will be counted as a " yes" response.
The following responses from recipients will automatically be classified as "no" responses:
"No", "Nope", "N", "Nah", "Naw", "0", "Na"
The thumbs down emoji will be counted as a "no" response
What does "Other" mean? "Other" means that a reply came in that didn't fit Yes or No criteria.
Examples:
I'm not sure.
Yes, but how much does it cost?
If a response is recategorized, you will have the option to choose the response category and have the auto reply send the predetermined reply.
By default the "Send Reply" option is checked. If you do not want to send the auto reply, uncheck this box and click update.
