SMS/Channels Stats Reporting
planned
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Dennis Landeiro
High Level should create a new reporting menu that displays similar stats as Call Reporting but of SMS or Channel activity. I think everyone would benefit if they can see stats like:
- Graph
- Total Number Sent
- Total Number Replied
- Total Number Didn't Reply
- Percentage Sent
- Percentage Replied
- Percentage Didn't Reply
- First Time Messaging
- Average Number of Messages per Conversation by SMS/Channel
- etc
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Dinesh Kumar
Hi everyone, I'm Dinesh, PM for Reporting. This thread has gone too long without a real update, and that's on us. Here's where things stand.
Live today:
- SMS widgets: volume over time, incoming SMS, SMS by status, by sender, and by source (filterable to a specific workflow, campaign, or bulk action).
- SLA widgets: average first response time, SLA met/breached trends, and SLA performance by user and channel. Requires Conversation SLAs to be set up. Also available under Conversations → Analytics → SLA Performance.
- Conversation widgets: unread and unassigned conversations by channel and assignee. Filter unread by Last Message Direction = Inbound for a current backlog snapshot.
Workaround via Custom Metrics:
Inbound-to-outbound SMS ratio = Count of SMS (Inbound) ÷ Count of SMS (Outbound). This counts messages, not unique replies, so treat it as directional, not a true reply rate.
Not available yet:
- True reply rate (unique contacts replying to a specific message or step)
- Performance by individual message or workflow step
- Hour-of-day breakdowns
- Resolution time and open/closed tracking
- Historical backlog and aging trends
- Message-level stats for WhatsApp and other non-SMS channels
Your votes stay here and will shape that plan.
E
Eric Dunn
Dinesh Kumar one of the biggest issues is bulk sms reporting from the Twilio integration. There are messaging metrics being shown in some places that Twilio does not have. I echo the importance for SMS reporting to work with both Twilio and Whatsapp integrations as these are mission critical for our customers.
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Ana Sesaldo
We run our customer support entirely through GHL Conversations: SMS, email, and live chat but GHL has no reporting on any of it. We currently pay for FreshDesk to fill the gap, and it only ingests email. Our SMS and live chat volume, which is most of our support traffic, is completely invisible. We're paying for a second platform and still flying blind on two of three channels.
We need a Conversations reporting dashboard, filterable by channel and date range:
Response & resolution - first response time, average resolution time, SLA breach flagging
Volume & backlog - conversations received per channel, open vs. closed, aging/unanswered queue, peak hours for staffing
Agent performance - conversations handled, response and resolution time per agent, workload distribution
GHL already holds all this data. Surfacing it natively would let a lot of us drop the external helpdesk we're paying for one that can't even see our SMS and chat.
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Dustin Miller
Yes why is this NOT a thing? Reporting on SMS anything is almost non-existent even in dashboards.
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Lu Leite
Planned since October 3, 2023. Any updates?
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Summer Jeronimo
When is this planned to be released?
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Summer Jeronimo
Yes Please! This would be amazing. I have multiple workflow automations that drip text messages for engagement.
It would be lovely to see which message is getting the most replies & time of day reply stats. Right now, all I have are very basic stats, but we don't know WHICH message is performing the best. Or what is the best time to send and expect a reply.
So if we could get message-by-message stats, that would be absolutely incredible. Primarily, I wanna know what percentage of people responded and to which specific message.
Another thing that would be amazing would be stats on reply times. This will help us with when to push out text messages for the highest chances of Engagement. So having a 24 hr break down showing % by hour of replys would be great
Like
5pm 10%
6pm 10%
7pm 25%
8pm 25%
Ect.
Thanks for all you do appreciate your constant innovation!🙌🙌
J
JM Operations account
I can't believe this feature is taking so long to ship! Such a BASIC one
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Elev Marketing e Vendas
If GHL looks to brazilian clients have to do that. 99% companies use whatsapp on sms and ghl lost to other crms only in messages.
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Shamir Rele
Crazy how this hasn't happened yet. SMS reports are key. Should be able to create reports and include SMS as elements.
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Kevan Baker
PLEASE!! This reporting is essential. What is the timeline on this? Can we access the Twilio back end under our account that will give us this information?
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