The Messages tab in Analytics provides data related to your incoming and outgoing messages, the channels you have used, to both guests and staff members. In this tab, you'll find a Key metrics section, as well as a few other highly relevant, in-depth charts with more detailed information on your messaging data.
To read more about messaging in Waitwhile, see Messages: The basics.
Key metrics
The Key metrics section contains at-a-glance information about your most important data points. It includes snapshots of Messages, Messages per customer, Automatic SMS, Triggered SMS, Custom SMS, and Message segments. The trend arrows represent changes from the previous time period.
Messages
Messages represent the total number of sent and received messages to guests and users across all channels (email, SMS, chat) regardless of delivered state, within the selected time window.
Messages per customer
Messages per customer is the average number of sent and received messages per guest. It includes all channels (email, SMS, chat) and is reported regardless of the delivered state.
Automatic SMS
Automatic SMS is the number of SMS messages that were automatically sent as a result of an event (e.g. a customer registered to a waitlist, a customer cancelled a visit).
Triggered SMS
Triggered SMS is the number of SMS messages that were sent as a result of a triggered manual action (e.g. a Waitwhile user alerts a customer, marks a customer as a no-show, or rejects a customers appointment request).
Custom SMS
Custom SMS is the number of SMS messages that were sent manually as custom messages (e.g. saved replies, individual messages sent/received from a specific customer).
Message segments
Message segments display the total number of incoming and outgoing message segments to guests and users across all channels regardless of the delivered state.
A message segment is a part of an SMS message. Messages longer than 160 characters are automatically split into parts (called "segments") and then re-assembled when they are received. Message concatenation allows you to send long SMS messages, but this increases your per-message cost because SMS are billed per segment.
Detailed charts
The detailed charts in the Messages tab give you deeper insights into key areas of your business' messaging practices.
Message details
In the Message details bar chart, you'll find a summary of the different message breakdowns. Where possible, it details the messages vs the message segments.
The different breakdowns include:
Channels: Message data broken down by the channel of the message (email, SMS, app, call)
State: Message data broken down by the state of the message (delivered, blocked, failed, pending, received)
Type: Message data broken down by incoming vs outgoing messages
Recipient: Message data broken down by who sent/received the messages (guests or user/staff)
Message type
The Message type chart shows a breakdown of messages by incoming vs outgoing. This includes all channels and recipients, regardless of delivery state.
Message recipient
The Message recipient chart shows a breakdown of messages by guest and users. This includes incoming and outgoing messages to any recipient regardless of delivery state.
Note: Depending on your plan type, your access to Analytics will differ.
Free plan: No access to Analytics.
Starter plan: Access to the Overview tab, ability to view data 90 days back.
Business plan: Access to all tabs, ability to view data 365 days back.
Enterprise plan: Access to all tabs, ability to view data 3 years back.
Read more about our different plans on our Pricing page.
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com.