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SMS reporting gives you visibility into the deliverability and engagement of every text message sent through the HoopAI Platform. Whether you are sending one-to-one follow-up messages, bulk campaign blasts, or automated workflow sequences, the messaging analytics dashboard tracks exactly what happened to each message after it left your account.

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Where to find SMS analytics

Navigate to Reporting → SMS & Calls → Messaging Analytics to access the SMS reporting dashboard. The dashboard updates in near real time, though some delays may occur during high message volume periods or when carrier feedback is slow to propagate.

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Key metrics

The SMS analytics dashboard tracks six core metrics:

Sent

Total messages transmitted to the carrier network. This excludes any messages that failed before leaving the HoopAI system due to configuration errors.

Delivered

Messages confirmed as successfully received by the recipient’s device. A healthy delivery rate is typically above 95%.

Failed

Messages that did not reach their destination due to invalid numbers, carrier blocks, or network errors.

Error (30007)

Messages flagged by the carrier as potential spam or fraud. A rising error rate on this code signals that your sending patterns or content may be triggering carrier filters.

Received

Inbound messages received in response to your outbound sends — a proxy for reply rate and engagement.

Opted out

Recipients who replied STOP or were otherwise marked as opted out. An opt-out rate above 1–2% may trigger account-level sending restrictions.
Clicking any metric opens a granular conversation-level view showing the individual contacts and messages that make up that count. From there you can click into any conversation to see the full message thread.

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Filtering and segmentation

The SMS dashboard supports multiple filter dimensions so you can isolate performance by source:
  • Date range — view today, the last 7 days, the current month, the current year, or a custom range
  • Campaigns — filter to a specific bulk send campaign
  • Workflows — isolate messages sent by a specific automation
  • Bulk request type — separate one-off bulk sends from recurring automation messages
Use these filters to answer specific questions: for example, “What was the delivery rate on the follow-up SMS in my lead nurture workflow last month?” or “Which campaign had the highest opt-out rate this quarter?”
Filtering is available at the campaign, workflow, and bulk request level. Filtering by individual phone number or contact is not currently supported in the analytics dashboard. For contact-specific message history, open the contact record directly.

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Understanding opt-out rates

Opt-outs are the most operationally significant metric in SMS reporting. The HoopAI Platform monitors opt-out rates continuously and enforces limits to protect account sending health:
  • An opt-out rate of 0–1% is considered normal across most industries.
  • When an opt-out rate reaches 2%, the sub-account is automatically locked from sending text messages for 24 hours.
To keep opt-out rates low:
  • Only send to contacts who have explicitly consented to receive SMS from your business.
  • Include your business name in every message so recipients recognize who is texting them.
  • Send messages at reasonable hours and avoid back-to-back sends in short periods.
  • Ensure every message includes clear opt-out instructions (STOP to unsubscribe) as required by TCPA and carrier regulations.

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Delivery troubleshooting

If you see elevated failure or error rates, investigate the following:
IssueLikely causeAction
High failed rateInvalid or inactive phone numbersRun a number validation pass on your contact list
High 30007 error rateContent triggering carrier spam filtersRemove URLs, all-caps text, or known spam trigger phrases from message templates
Low delivered rateMessages sent to landlines or VOIP numbersFilter your contact list to mobile numbers only
High opt-out spikeMessage content or frequency is offReview message copy and reduce cadence; check for segmentation issues
Review your SMS restriction history in Settings → Phone Numbers → Restriction History to see if any numbers have been flagged by carriers. Addressing flagged numbers promptly prevents broader account-level restrictions.

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SMS performance in workflow context

For messages sent through automated workflows, step-level SMS stats are also visible directly in the workflow builder:
  1. Open the workflow in Automations.
  2. Enable Stats View using the toggle in the builder toolbar.
  3. Each SMS action will display its sent and delivered counts directly on the workflow diagram.
This makes it easy to compare the delivery and engagement rates of different messages within the same automation and spot which steps are underperforming.

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Frequently asked questions

Common causes include: contacts with landline or VOIP numbers, contacts in a Do Not Contact status, carrier filtering due to message content, or messages sent during a carrier outage. Click into the Failed metric for a breakdown of the specific failure reasons.
Export functionality is not currently available directly from the SMS analytics UI. For bulk data exports, use the Custom Reports feature and filter by SMS activity type to build an exportable dataset.
Filter the dashboard by the campaign name and compare the Sent count against the Received count. The ratio of Received to Sent is your effective reply rate for that campaign.
The lock is automatically lifted after 24 hours. During that time, review the contacts who opted out and remove them from all active lists. Before resuming, audit your message templates and contact list quality to reduce the likelihood of another opt-out spike.
Last modified on March 5, 2026