This chart shows undeliverable messages, comparing the counts of unsubscribes, spam reports, and bounced reports over time. Each of these types of undeliverable messages is shown as a colored line on the graph. This allows you to visually compare these three rates.
Unsubscribed: Note that are two kinds of unsubscribed: unsubscribed according to the email or SMS service provider vs. unsubscribed within Sense. Unsubscribed according to the service provider is the only kind of unsubscribed shown in this chart. It means that the service provider reported to Sense that the message was not delivered because the recipient had previously requested to unsubscribe or to refuse messages from the sender. In contrast, unsubscribed within Sense means that the recipient tapped the unsubscribe link that you provided in your emails or chose to unsubscribe via SMS. Those unsubscribes are not shown in this chart because sending was never attempted. The unsubscribe link updates the contact's profile in Sense, which causes them to be excluded them from Sense audiences and to be excluded from the list of intended recipients. When recipients unsubscribe according to the service provider, you may wish to also unsubscribe them in your database and in Sense. You can do that by filtering the delivery history table to find all recipients flagged as unsubscribe according to the service provider.
Spam reported: The email or SMS service provider reported that the recipient flagged your message as spam or that your messages was automatically flagged as spam. A high spam rate may be caused by one or more issues. You may want to examine your messages for any content that may be triggering automatic spam filters, check your message is relevant to your intended recipients, check that your message scheduling and frequency is appropriate, or check that your leads are up-to-date. Note that SMS messages that contain links may also trigger automatic spam filters.
Bounced: The email or SMS service provider reported that the message could not be delivered for one of several possible reasons, such as the mailbox being full or the email address or phone number not being recognized. The delivery history table provides further information about each bounce, including the specific error code reported by the service provider. You can filter the delivery history table to find all recipients marked as bounced, and use that information to update contact information in your database.
Understanding the graph:
- All of the numbers in the graph are impacted by your active filters (e.g. "Last 90 days").
- In the top-right corner, the legend shows the total count of unsubscribes, spam reports, and bounce reports for the entire selected time range. The color of each label matches the color of the corresponding line on the graph for that data.
- In the top-left corner, the first menu allows you to switch between the undeliverable messages graph and the conversion funnel graph. The second menu allows you to change how the data from each day is aggregated. You can show each day as a separate point on the graph, or aggregate all of the data from the same week or from the same month into a single point for that week or month.
- The vertical axis shows the range of counts, while the horizontal axis shows the range of dates. Hover over any point on a line within the graph to show the specific count for that line and for that date.
Check out these related articles for more details about Sense Metrics: