This graph only includes SMS messages, but includes all SMS messages regardless of their content. A conversion is counted when the recipient sends a reply to the sender of the SMS message.
Delivered: The number of SMS messages that were successfully delivered, as reported by the SMS service providers. The delivered count is not shown in this graph, but is used to calculate the percentages for the replied rate.
Replied: After the SMS message was successfully delivered, if the recipient sent an SMS to that sender, a reply is counted. This is also considered "converted" and shown in the conversion summary graph. If that recipient received multiple messages from the same sender before replying, then the reply is only counted for the most recent event and not for the previous events. If the reply rate is low, that may indicate that the touchpoint scheduling or content can be improved, especially the call-to-action to reply to the SMS. It may also simply indicate stale leads. Some SMS messages are sent as an "FYI" or notification, in which case you may not expect any reply.
Understanding the graph:
Tap anywhere in the box to expand or collapse it. When expanded, the box shows the exact count of SMS messages that have received a reply.
- All of the numbers in the graph are impacted by your active filters (e.g. "Last 90 days").
- The replied rate is a percentage of delivered email messages.
Check out these related articles for more details about Sense Metrics: