After you send an SMS announcement, the dashboard shows how many text messages were delivered, how many failed, and whether any users opted out. These insights help you confirm messages are reaching users’ phones and understand any delivery issues.
Cove sends text messages through a trusted messaging provider called Twilio. This works the same way email providers send emails behind the scenes, and delivery statuses such as “delivered” or “failed” come from this system.
Building Admins can view both the overall metrics and user-level details.
- Viewing SMS Delivery Metrics
- How to Read the Aggregate Metrics
- How to Read User-Level Details
- Example Metrics
- What’s Considered Normal
- Troubleshooting SMS
Viewing SMS Metrics
- Go to the Engage module.
- Select Announcements.
- Open the Sent / Scheduled tab.
- Click the subject line of a push announcement that has been sent.
- You will see:
- Recipients
- Push Delivery Data
- A preview of the message
Note: Select any number opens a filtered list of users. From there, selecting View shows details about that individual user.
How to Read the Aggregate Metrics
Recipients
- Selected Recipients: Everyone you chose when sending the SMS announcement.
- Users Sent To: Users with a valid phone number that the system attempted to text.
- Delivered: How many users successfully received the text message on their phone.
SMS Delivery Metrics
- Sent To: Users with a valid phone number that the system attempted to text.
- Delivered: How many users successfully received the text message on their phone.
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Failed/Undelivered: Users who did not receive the SMS. This can happen if:
- Their phone number is invalid
- Their carrier blocked the message
- Their phone was turned off or unreachable
- Their phone plan does not allow certain types of texts
- New Opt-Outs: Users who replied STOP after receiving the message. These users will not receive SMS announcements going forward unless they reply START to re-enable messaging.
How to Read User-Level Details
Each user row shows:
- User Information: Name, tenant, and general contact details.
- SMS Delivery Status:
- Delivered: The message successfully reached their phone.
- Failed / Undelivered: The system attempted delivery, but the phone carrier could not deliver it.
- Suppressed: The user previously opted out of text messaging.
- New Opt-Out: The user replied STOP to unsubscribe after receiving the message.
Example Metrics
A property sends an SMS announcement to 6 users.
- 6 users received the message
- 0 messages failed
- 0 users opted out
Delivery Rate: 100%
Troubleshooting SMS
Low Delivery
- Possible reasons:
- Invalid or outdated phone numbers
- Phone carrier blocked the message
- Phone was turned off or out of service
- What you can do:
- Ask users to confirm their phone number is correct in their profile
- Ask users to ensure they can receive texts from unknown senders
A user is not receiving texts
- Check if the user has:
- Replied STOP (they must text text START to re-enable from the same thread)
- Recently changed their phone number
- Blocked unknown numbers
A user appears as Suppressed
- This means they opted out previously.
- They must reply START from their phone to receive texts again.
- Admins cannot re-enable SMS for them.