Two-Way Messaging Monitoring FAQs

This section of the user guide is focused on FAQs related to monitoring the Two-Way Messaging platform. To help you navigate the article we have broken it down into the following sections:

• What happens to the transcript of a conversation that goes from SMS (text) to virtual assistant?
• Can I view the suggested content that was provided to the recipient?
• Can I delete a campaign?
• Do failed messages count toward our campaign contract quotas?
• Is information available about message open rates for campaigns?
• How can I track link engagement in my campaigns?

What happens to the transcript of a conversation that goes from SMS (text) to virtual assistant?

Virtual assistant conversations launched from within a campaign will only be reported in campaign transcripts. No portion of the transcript will be reflected in a virtual assistant transcript. Campaign transcripts are separate from virtual assistant transcripts.

If the virtual assistant provides suggested content action buttons for the Two-Way Messaging recipient, these action buttons will be able to be viewed within the Campaign Activity page (and Inbox page if the conversation is escalated to an agent) and the Two-Way Messaging transcript.

Can I view the suggested content that was provided to the recipient?

Yes. If a Two-Way Messaging recipient responds to a virtual assistant-backed campaign asking for additional suggestions they will then be prompted to authenticate into the secure virtual assistant. Once they have authenticated, they will see suggested content action buttons. These action buttons will appear on the transcript for that conversation however the buttons themself will be disabled for the administrator who is viewing the transcript.

Can I delete a campaign?

Campaigns can only be archived, not deleted.

A campaign should be archived to stop incoming messages from users, help streamline staff focus on most current campaigns, as well as to manage actively provisioned phone numbers and messaging.  

Do failed messages count toward our campaign contract quotas?

A message will only count toward your contact quota if the message is successfully delivered. 

For example, if a message is sent to a landline, that message will not count toward the client's contact quota.

You may review the number of unique contacts by accessing your admin console's Quotas and Accounts > Contract Limits page.

Only Administrator-level users have access to the Contract Limits page.

Is information available about message open rates for campaigns?

Unlike email tracking, it is simply not possible to track how many recipients open SMS messages. However, you may be able to have some visibility into the delivery of the message. This depends on the country/carrier in the destination where you are sending the message.

Ocelot can track the delivery of Two-Way Messaging messages but not whether it was opened or not.

Statistics have shown that 98% of all messages are opened, and 95% of messages are opened and responded to within 3 minutes of being delivered. These conversion rates speak for themselves, especially in comparison to emails, which only have a 20% open rate.

More information can be found in this SMS Marketing Statistics 2024 For USA Businesses article.

How can I track link engagement in my campaigns?

Schools can utilize Google Analytics to track link engagement in campaigns. Schools can also watch for volume spikes around the time they launch a campaign, or set up a temporary URL/page solely for the specific campaign and track activity on that page.