After a message has been reported as delivered by the email or SMS providers, the recipient can indicate to the service provider that they didn’t want the message. The service provider sends this information to Sense as an unsubscribe request or a spam report. The most frequent causes of unsubscribe requests and spam reports are content that is not relevant to the recipients, sending frequency that is too high, and stale leads.
Sent: The number of email or SMS messages for which sending was attempted. Send is attempted for recipients that meet the audience and suppression rules, and that have valid contact info. Sent is the sum total of successfully delivered messages plus undeliverable messages, and does not include skipped messages. The sent count is not shown in this graph, but is used to calculate the percentages for the rates below.
Unsubscribed: Note that are two kinds of unsubscribed: unsubscribed according to the email or SMS service provider vs. unsubscribed by agency opt-out. Unsubscribed according to the service provider is the only kind of unsubscribed shown in this chart. It shows when the service provider reported to Sense that the recipient sent the unsubscribe request directly to the service provider. In this case, you may also wish to mark the recipient as opted-out, either within your database or within the recipient’s profile within Sense. You can do this by exporting the delivery history table and finding all recipients flagged as unsubscribe according to the service provider. In contrast, agency opt-outs are not shown in this chart because these messages are skipped and never sent. An agency opt-out means that you already marked the recipient as opted-out, either within your ATS or within Sense, or it means that the recipient opted themselves out within Sense, either by tapping an unsubscribe link on an email touchpoint or replying “stop” to an SMS touchpoint.
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 due to 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.
Tap anywhere in the box to expand or collapse it. When expanded, the box shows the exact counts of messages that generated unsubscribes and spam reports. These counts are shown separately for email and for SMS, as well as for the total of those two.
- All of the numbers in the graph are impacted by your active filters (e.g. "Last 90 days").
- The unsubscribe rate and spam reported rate are both a percentage of sent messages.