The Message Analytics tab gives you a complete picture of how a notification is performing. From delivery through to engagement and speed of response. Whether you built the notification or you're reviewing how your team is reacting to it, everything you need is in one place.
Filters
All metrics are scoped to the message type you're viewing and respond to the filters at the top of the page. Adjust the date range, status, read status, role, or user to focus on exactly the data you need.
- Date Range — controls the time window for all metrics. Choose from preset ranges (Last 7 Days, Last 30 Days, This Month, Last Quarter, and more) or set a custom from/to date range. Defaults to Last 30 Days.
- Status — filter by the current state of messages (Delivered, Bounced, Missed, Ignored, and so on).
- Read Status — filter for messages that have been acknowledged (Read) or have never been acknowledged (Unread).
- Role — narrow results to recipients in a specific Salesforce role.
- User — search for a specific recipient by name.
All filters apply to every metric on the page simultaneously. If your filters return more records than can be fully calculated, a notice will appear below the filter bar with guidance on narrowing your date range.
Delivery
These metrics answer one question: did the notification reach the right people?
- Total Sent — the total number of times this notification was dispatched to recipients within the selected filters. This is the base figure all other delivery metrics are measured against.
- Delivered — messages that were successfully loaded into the recipient's inbox. A message is considered delivered when it appears in the inbox, regardless of whether the recipient has seen it yet.
- Pending Delivery — messages that have been dispatched but not yet loaded into the inbox. This happens when the recipient hasn't logged in, hasn't visited their inbox recently, or the message sits beyond the current inbox page limit. Pending messages may become delivered as recipients log in and scroll through their inbox.
- Bounced — messages that could not be delivered. Reasons include: Limit Exceeded (too many notifications in a short period, blocked as part of spam prevention), User Unavailable (inbox inactive), Insufficient Access (no access to the related record), Trial Message (message type in trial mode), or User Opted Out.
Engagement
These metrics answer the question: did recipients act on it? All percentages are shown as a proportion of delivered messages.
- Read — recipients who opened or interacted with the message at least once. This includes clicking the message, hovering to preview details for more than 1.5 seconds and taking any action. Act On It records the exact date and time of first acknowledgement permanently. This figure is unaffected by any subsequent mark-as-unread actions — if a recipient acknowledged a message and later marked it unread, it still counts here.
- Unread — messages that have been delivered but not yet acknowledged. These are active in the recipient's inbox and can still be acted on.
- Missed — Alert-type messages that expired before they were ever loaded into the inbox. The recipient had no opportunity to see them. This is a delivery timing issue rather than a user behaviour issue.
- Ignored — Alert-type messages that were delivered to the inbox but expired before the recipient ever acknowledged them. The message was visible and available but went unactioned. This is a user behaviour signal worth investigating if the count is high.
- Opted Out — recipients who have opted out of this notification type. They will not receive future messages of this type unless they opt back in.
- Completed — recipients who executed the action nominated as the completion action on this message type. This is the strongest engagement signal available — it means the recipient not only saw the message but took the specific action it was designed to prompt. Shown as a percentage of acknowledged messages.
- Viewed Record — recipients who clicked through from the message to open the related Salesforce record. A strong signal of genuine intent beyond acknowledgement. Shown as a percentage of acknowledged messages.
Speed
These metrics show how quickly recipients responded. All speed metrics are measured from when the message was received in the inbox, not from when it was dispatched. This ensures delivery time does not inflate engagement figures. Each card shows the number of records the average is based on, so you can judge the reliability of the figure.
- Avg. Delivery Time — the average time from dispatch to the message appearing in the recipient's inbox. Messages remain pending until the recipient accesses an app with the inbox, so delivery times may be longer when recipients are offline.
- Avg. Time to Acknowledge — the average time from the message arriving in the inbox to the recipient first acknowledging it. This isolates user response behaviour from delivery performance and is the most direct measure of how quickly your team is paying attention to this notification. See 'Read' under engagement metrics above.
- Avg. Time to View Record — the average time from inbox arrival to the recipient clicking through to the related Salesforce record. A lower figure indicates recipients are not just acknowledging the message but taking meaningful action quickly.
- Avg. Time to Complete — the average time from inbox arrival to the recipient executing the nominated completion action. Only available when a completion action is defined on the message type.
Status Breakdown
The donut chart shows the full distribution of message statuses across all records in the current filter scope. Each segment represents one status and is colour coded for quick identification. The legend shows the count and percentage for each status.
Use this chart alongside the engagement metrics above to understand the shape of your data. For example, a high Ignored count alongside a low Acknowledged count tells a different story to a high Unread count — the first suggests recipients are seeing but not acting on the notification, the second suggests they haven't had the chance to yet.
Recipients
The recipients table shows one row per user, aggregated across all their deliveries within the current filter scope. Columns mirror the headline metrics so you can move directly from a summary figure to the individual users behind it.
Click any column header to re-sort. Click any recipient row to filter the Recent Messages table to that user's records only.
Columns: Recipient, Sent, Delivered, Acknowledged, Unread, Missed, Ignored, Opted Out, Completed, Viewed Record, Avg. Time to Acknowledge, Avg. Time to View Record, Status Breakdown.
Recent Messages
The recent messages table shows individual delivery records — one row per message sent to a specific recipient. This is the most granular view available and is useful for investigating specific cases, diagnosing anomalies, or confirming the status of a particular delivery.
Columns: Recipient, Status, Sent, Time to Delivery, Delivered, Read, Time to Acknowledge, Viewed Record, Completed, Related Record.
A dash (—) in any column means the relevant event has not occurred for that record. For example, a dash in the Read column means the message has never been acknowledged.
Downloading a PDF
The Download PDF button in the top right corner of the page opens your browser's print dialog with the page pre-formatted for export. All sections currently visible on screen are included — delivery metrics, engagement metrics, speed metrics, status breakdown, recipients table, and recent messages.
For the most useful export, set your filters before downloading. The PDF reflects exactly what is on screen at the moment you click the button, including any active filter selections. Tables show only the rows currently loaded — if you have a large dataset, narrow your date range before exporting to ensure the most relevant records are included.
