FROGED | Review campaign performance

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Review campaign performance

When a campaign is sent, events related to the message and the audience start to be recorded. Depending on the communication channel, certain events are recorded.

The events are:

Processed: corresponds to the number of contacts selected as the audience.
Sent: is the number of messages that are successfully sent. It can be different from processed due to missing or incorrect contact data.
Delivered: is the number of messages successfully delivered to the contacts.
Opened: is the number of messages that have been opened by the contacts.
Clicked: is the number of contacts who have opened the campaign message and clicked.
Replied: the number of contacts who responded to a campaign.
Bounced: this is the number of messages that have bounced when trying to deliver to the contact. It can occur due to a lack or error in the contact data, channel failure...
Unsubscribed: this is the number of contacts who have unsubscribed from the channel through which the campaign is sent.

Compare results of several campaigns

In the list of all campaigns, you can filter by status. So, if you select ‘sent’, you can make a quick comparison between the results.

Download a campaign report

When a campaign is sent, you can download a report of all data related to the audience and events. The file is downloaded in the campaign menu or at the top of your views.

The CSV file that is downloaded as a report contains more specific campaign and audience information:

Contact email
Message ID
Contact name
Contact phone number
Contact ID
Contact's WhatsApp number
Date processed
Date sent
Delivery date
Sending date
Reply date
Bounce date
Bounce reason

However, a summary of the data and events for each contact can be viewed in the ‘audience’ tab within the campaign. To view information on a specific customer, you can search for their name in the search box at the top.

View campaign performance

In the views of a sent campaign, there is another tab called ‘reports’ which contains the main metrics and graphs that analyse the performance of the campaign over time.

Clicking on each event value opens a side window with the details of the contacts who have performed the action of that event. For example, clicking on the openings shows which customers have opened the campaign and when.

In addition, in this window you can download a CSV file with only the data of the contacts who have performed the action.

Introduction to FROGED campaigns

Send a WhatsApp campaign

Campaign replies in inbox

Status, deliveries and diagnosis

Distinguish campaign status from each recipient's outcome. A scheduled campaign has not been sent yet; sending does not necessarily mean delivery, opening or a reply. Some outcomes arrive after the initial send.

Before repeating a campaign, review its report, period, channel and affected recipients. A delivery rate below 100% does not, by itself, identify the cause or mean that you should resend to the whole audience.

Investigate an issue

Find the campaign and check whether it is a draft, scheduled or already sent.
Review which recipients were included and excluded.
Check delivery events and the available error details.
For email, review the address and bounce reason; for WhatsApp, review the number and Twilio template.
Correct the cause and limit retries to recipients who actually need them.

Respect unsubscribes and exclusions. Do not use a reimport or resend to bypass a request not to receive communications.

Email suppressions

In Settings > Data > Email suppressions, with Data permission, you can view contacts flagged for a bounce, spam report or unsubscribe. A contact can have several restrictions, and the list lets you open their profile.

Remove a restriction only after checking the address, resolving the cause and verifying the contact's consent. Delete beside the reason removes that restriction, not the contact. The action requires confirmation and changes only the selected flag; other restrictions may remain active.

Removing a suppression does not automatically resend a campaign or guarantee that the provider will deliver the next email. Do not use this option to ignore an unsubscribe or complaint.

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