Text messages can play a big role in how customers book, reply, and stay engaged with your business. With SMS reporting built into your CRM dashboard, you can quickly see message activity, track delivery results, and understand which conversations are getting responses.

📌 Why This Matters

When you can see your SMS performance in one place, it becomes much easier to spot issues and make smarter decisions. You can monitor how many messages were sent, delivered, failed, or came in from customers, without digging through separate screens. This helps you keep an eye on follow-up activity, response trends, and overall communication health.

It also gives you a clearer picture of what is actually happening across your business. If one type of text message is getting more replies, or if delivery problems are starting to increase, you can catch it early and adjust before it affects appointments, sales, or customer experience.

✨ What’s New

• Dedicated SMS dashboard widgets: Your CRM now includes an SMS section in the dashboard widget panel, making it easier to track text message activity alongside other communication channels.
• Five built-in SMS widgets: You can view SMS by status, incoming SMS count, SMS by source type, SMS by sender, and SMS volume over time.
• Custom filters for clearer reporting: Each widget can be adjusted by delivery status, message direction, source, or sender so you can focus on the numbers that matter most to your business.
• SMS in custom metrics: You can also use SMS data inside custom KPI formulas to track things like delivery rate, reply volume, or other reporting goals that matter to your team.

🛠️ How to Use It

1. Step 1: Open your dashboard and select Edit Dashboard.
2. Step 2: Click + Add Widget and go to the SMS section.
3. Step 3: Choose the widget you want to use, then set filters such as status, direction, source, or sender.
4. Step 4: Pick the chart style that makes the data easiest for you to read, then click Save Changes.
5. Step 5: Review the dashboard regularly to watch delivery trends, inbound replies, and message volume over time.

📊 Helpful Ways to Read the Data

• SMS by status: Check whether your texts are being delivered successfully or if failed and undelivered messages need attention.
• Incoming SMS count: Measure how many customer replies are coming in so you can gauge conversation activity.
• SMS by source type: See whether texts are being sent from campaigns, automations, or bulk actions.
• SMS by sender: Understand which team members are handling text communication and how message activity is distributed.
• SMS volume over time: Watch trends across days, weeks, or months to spot busy periods and changes in customer engagement.

🧩 Extra Notes

• Flexible filtering: You can combine filters like status, direction, source, and sender for more precise reporting.
• Works across reporting tools: SMS data is available in dashboards, reporting, and custom metrics where included in your CRM setup.
• Useful for two-way communication tracking: You are not only seeing outgoing messages, but also inbound texts from customers, which gives you a more complete view of conversations.

💡 Pro Tip

If you notice a drop in delivered texts or inbound replies, fix it quickly so missed messages do not turn into missed appointments or lost sales.