We've updated our SMS analytics dashboard by removing the "Clicked" metric from the SMS tab within the Engagement Delivery dashboard.
This update has been implemented to provide more accurate and distinct insights into your SMS campaign performance.
This change applies across all functionalities, including workflow and campaign reporting.
Why Was "SMS Clicked" Removed?
We’ve removed the “SMS Clicked” metric because it was based on indirect signals and may not have reflected actual link clicks.
Earlier, both survey responses and SMS replies were coupled by design, allowing all incoming feedback—whether from a survey or an SMS—to be viewed in a single unified thread. This structure was intentional and aligned with the earlier system definition, which treated all types of responses as part of the same interaction stream for ease of access and context continuity.
Also, if someone replied to an SMS, the system assumed they had clicked the link in it — but that wasn’t always true. To avoid showing data that might be inaccurate, we’ve decided to take this metric out. This way, you can trust that all the data you see is accurate.
Decoupling of SMS Replies and Survey Responses
To further enhance the clarity of your analytics, we've also separated SMS replies from survey responses in our dashboards:
- Previous Setup: Historically, SMS replies and survey responses were "tightly coupled" and appeared together in the same "Responses" tab within previous analytics dashboards.
- New Setup: They are now separated to provide a clearer distinction:
- SMS replies are now specifically located in the Engagement Delivery dashboard.
- Survey responses can now be found in the dedicated Survey and NPS dashboard.
The images below show where the "Clicked" metric is being removed from.
Journeys:
Journeys Recipient level:
Workflows
Workflows Recipient level:
What Metrics Are Still Available?
The "Replied" metric remains present in the Engagement Delivery dashboard. This metric accurately reflects the number of users who have replied to your SMS messages, providing valuable insight into direct engagement.