Zenvia Customer Cloud broadcast report provides information to monitor and track the technical details of your communications, such as broadcast status, contact data, respondents, and common errors in sending.

⚠️ Attention: This feature is only available to users with the Viewer, Operator or Admin profiles.

Regardless of the type of broadcast (email, RCS, SMS, or WhatsApp) performed, reports of all sent communications are available in Analytics > Broadcasts.

To access a specific report, click on the dispatch name. You will be directed to the monitoring screen, where you can view a summary and complete details of the dispatch. See below for details.

Dispatch data

Right at the beginning of the report, you have basic information about your dispatch, including name, creation date, creator, sending date and time, status - Finished, Scheduled, or Canceled - and configured tags, if any.

Dispatch summary

These are the dispatch configuration details, including:

• Channel: can be email, RCS Basic or Rich Card, SMS, or WhatsApp;
• Dispatch purpose: it is the selected purpose at the beginning of your configuration;
• The message sent:
  • For WhatsApp, it shows the template chosen for dispatch;
  • For RCS Basic and Rich Card, it displays the chosen dispatch message and the fallback message, if configured;
  • For Email, it presents the subject of the sent message;
  • For SMS, it shows the chosen dispatch content and the message break, if any.

💡 Tip: To monitor and manage batch dispatches, the Sent batches section allows you to view information such as date, configuration time, number of recipients, and status. Possible statuses include Scheduled (scheduled for dispatch), Sending (in dispatch process), Sent (already dispatched), and Canceled. 

Sent messages

These are the dispatch status data. Statuses vary depending on the channel used for dispatch (Email, RCS, SMS, or WhatsApp):

As SMS works asynchronously, dispatch reports are also affected by this particularity, meaning that sometimes the status is not received at the expected pace. Despite this particularity, Zenvia Customer Cloud always displays the most up-to-date status received by the server.

For RCS dispatches, the report shows fallback messages:

• [RCS Rich Text] Sent substitute messages: messages that were sent via fallback, that is, SMS sent to contacts that do not have active or installed RCS, if you have configured the sending of substitute message during the RCS dispatch creation process.
• [RCS Basic] Substitute messages: messages that were automatically sent via fallback, that is, SMS sent to contacts that do not have active or installed RCS.

To facilitate understanding, see the description of each status.

Understand message statuses

• Sent: Zenvia sent your message to the provider responsible for message delivery.
• Delivered: Messages sent to the cellphone and received by the recipient.
• Not delivered: Messages sent but not received by the recipient. Reasons for this issue include: phone turned off, phone inactive, unavailable or out of the carrier's coverage area, blocked or canceled account, carrier problems during delivery, unavailability or issues with the carrier or provider network, etc.
• Sending errors: Messages not sent (sending was not completed).
• Read: Messages were received and opened by the recipient. It is only available if the contact has not disabled read confirmation.
• Replied: Messages that received a response.
• Clicked: Messages that received at least one click on the file sent in the message.
• Spam: Emails that went through Zenvia's security filters (phishing and spam) and were blocked.
• Opted out: The recipient chose not to receive your email or WhatsApp campaigns, meaning they unsubscribed from the emails sent or disabled the receipt of messages sent via WhatsApp.

Re-engagement in dispatch status

While monitoring dispatch results, you may notice that some recipients did not engage with the sent communication. In these situations, you can resend the dispatch by clicking on the icon  next to the status.

For example, if the delivery rate is 70%, you can resend the dispatch only to the contacts who did not receive the initial message.

Send errors

Send errors are messages that, for some reason, did not reach the recipients of the campaign. To understand the reasons for these errors, you can:

• Download a file from Request dispatch report. This file includes a column dedicated to the reasons for potential errors.
• Use the Failed to send message or Not Delivered filters available in the Broadcast details by contact list and click on See details to identify the reason for the error.

💡 Tip: Check the possible error reasons and how to solve them in the Errors in message sending article on Zenvia Customer Cloud.

Channel-specific information

Depending on the channel used in the dispatch, the details present specific data. Check below.

SMS message break (Concatenated)

The message "Your message was sent in XX SMS" indicates that there was a message break, which occurs when the SMS text exceeds the character limit. These messages are divided into parts and charged based on the number of parts sent.

For example, if seven recipients received the message resulting in a total of 14 messages sent, it means that the original message had to be divided into two parts to be delivered to the recipients. You can check more details in the Sent messages card.

WhatsApp or email unsubscribe rate

These are the contacts who do not want to receive your WhatsApp and/or email communications. How it works:

• In email dispatches, the recipient can choose to unsubscribe, meaning they do not receive your messages sent through this channel. This action is called Unsubscribe, and all sent emails are already configured with this action.
• In WhatsApp dispatches, you can include in the message template an option that allows the user to disable the receipt of sent messages. This action is called Opt-out.

By clicking on View unsubscribed contacts, only these contacts will appear in the Dispatch progress by contact list.

Assistance after sending the WhatsApp message

For dispatches configured with assistance, depending on the chosen way to continue the interaction, you can:

• Click on Follow-up assistance to monitor and continue the assistance with the contacts who interacted with your communications in the Customer inbox;
• Click on View chatbot to check the assistance provided by the created chatbots and follow their progress.

Email attachments

These are the attachments added and sent with the email dispatch and the respective file(s) for viewing.

Automatic response sending

For RCS Notification dispatches (Rich Text or Simple Text Message) configured with automatic response in case any contact responds to your dispatch, it displays the respective response for viewing.

Broadcast details by contact

Here are all the contacts indicated to receive the dispatch.

Use the search field to find a specific contact or apply the available filters to better understand the situations of the contacts. For example, you can identify which contacts had errors in sending messages.

💡 Tip: Zenvia Customer Cloud allows the export of dispatch reports, so you can download the files in .csv format and check the status of each dispatch by recipient. Just click on the Request dispatch report option, located in the top right corner of the details, select the statuses that need to be in the report, and click on Request report.

In addition to specific information for each one, such as name, phone, and email, you also track:

• The current status of the contact based on the communication channel used, as explained in the table in the Sent Messages section of this article;
• The date and time of the contact's last update;
• For dispatches made through RCS and WhatsApp channels, the recipient's response, if any;
• Details of sending errors, when applicable.

Done! Now you know all the functionalities of the Zenvia Customer Cloud dispatch report.