To improve visibility into candidate interactions, we’ve introduced a new SMS Replies column in the Engagement and Deliverability dashboard.
This column includes a View button for each entry. Clicking the button opens the corresponding SMS conversation, allowing you to quickly review candidate responses without leaving the dashboard.
Only replies to the last SMS sent from the system are displayed. The entire SMS conversation thread is not shown. This focuses on responses to the most recent system-initiated message.
Understanding SMS Reply Counts and Visibility
Reply Count Logic
When you see a reply count (e.g., “5 replies”) on a tile or at the touchpoint level, it represents the number of unique recipients who responded, not the total number of messages sent.
- Example: If 10 recipients get an SMS and 5 of them reply (regardless of how many messages they send), the count will show “5 replies.”
Visibility of SMS Replies
- SMS replies are only visible at the recipient level within a touchpoint.
- You won’t see an "SMS reply" column in the overall Journeys view or at the touchpoint summary level.
- To view replies, go to:
→ Journey → Touchpoint → Recipient-level table
Export Behavior
When exporting, each individual reply message appears as a separate row in the CSV.
Example: If 5 users reply with 10 messages each, the export will contain 50 rows (5 users × 10 replies each).
Note: The SMS Replies column will display N/A for touchpoints that are of type SMS + Chatbot, as reply tracking is not supported for these touchpoints.