Tracking Survey Delivery

At the top of the sendings page, four stat cards give you an at-a-glance view of your sending performance:

• Total Sendings: The complete count of all survey sends
• Delivered: Successfully sent surveys plus those already completed by contacts
• Channel Ratio: The split between email and SMS sends
• Failed: Count of sends that encountered delivery errors

These metrics update in real-time as your sends are processed, giving you immediate feedback on campaign performance.

The main table displays all your sends with these key columns:

• Contact: The recipient's name with their email address or phone number
• Channel: Whether the send went via email or SMS
• Status: Current state with a color-coded badge (see status guide below)
• Sent Date: When the send was created or scheduled
• Completed Date: When the contact finished the survey (if applicable)

Each row links to the contact's full profile, making it easy to see context about the recipient and their history with your organization.

Every send moves through a lifecycle tracked by six distinct statuses:

Badge: Gray outline with clock icon

The send has been created but hasn't been processed yet. This status appears briefly for immediate sends while they're queued for delivery. Pending sends can be cancelled before they're processed.

Badge: Blue outline with clock icon

The send is waiting for its scheduled time to arrive. You've set a future date and time, and the system will automatically process it when that moment comes. See Scheduling Sends for more details.

Scheduled sends can be cancelled at any time before they're processed.

Badge: Green background with checkmark icon

The survey has been successfully delivered to the contact's email or phone. For email sends, this means the message passed through email servers without bouncing. For SMS, it means the message was accepted by the carrier.

Note that "sent" doesn't guarantee the contact opened or saw the message, only that delivery was successful.

Badge: Emerald background with checkmark icon

The contact has finished the survey and submitted their response. This is the ultimate success state—not only was the send delivered, but the recipient engaged and provided feedback.

Completed sends contribute to your response rate metrics and indicate successful customer engagement.

Badge: Red background with X icon

The delivery attempt encountered an error. Common reasons include:

• Invalid email address (bounced)
• Invalid phone number
• Email server rejection
• SMS carrier rejection
• Contact has unsubscribed (see Unsubscribe Management)

Check the send's event history (see below) for specific error details. For bulk sends, review failed sends to identify and fix data quality issues.

Badge: Gray background with X icon

You or another team member manually cancelled this send before it was processed. The contact never received the survey. Cancelled sends include a note in the event history showing who cancelled it and when.

Use the status dropdown to focus on specific send states:

• All: Show everything
• Pending: See sends waiting to be processed
• Sent: View successfully delivered surveys
• Completed: Track which contacts have responded
• Failed: Identify and troubleshoot delivery issues
• Cancelled: Review manually cancelled sends

The channel dropdown lets you separate email and SMS activity:

• All: Show both channels
• Email: Only email sends
• SMS: Only SMS sends

This is particularly useful for comparing channel performance or troubleshooting channel-specific issues.

The sendings table shows 25 sends per page with Previous and Next buttons for navigation. This keeps the page fast and responsive even with thousands of sends.

Behind each send status is a detailed event log that tracks every state change. The system records:

• When the send was created
• Which user created it
• Original channel and survey selection

• Exact timestamp of successful delivery
• Message ID from the email or SMS provider
• Any fallback information (e.g., SMS fell back to email due to account limits)

• When the cancellation occurred
• Which user cancelled the send
• Why it was cancelled (manual vs. system-initiated)

This event history is invaluable for troubleshooting issues, auditing send activity, and understanding exactly what happened with each survey delivery.

Review the failed sends filter at least weekly to:

• Identify contacts with bad email addresses or phone numbers
• Update contact information to improve future deliverability
• Spot patterns that might indicate broader issues

Filter by "Completed" status and compare to "Sent" to calculate your response rate. If completion rates drop:

• Review your survey length and question complexity
• Check your send timing (see Sending Surveys)
• Consider your survey invitation copy

Use channel filtering to compare email vs. SMS effectiveness:

• Which channel has better delivery rates?
• Which gets more completions?
• Are there cost vs. performance tradeoffs to consider?

See Email Sending and SMS Sending for channel-specific optimization tips.

For large bulk sends, check the sendings page periodically:

• Watch for unexpected failure rates
• Monitor completion rates during the campaign
• Adjust future batches based on early results

Learn more about managing high-volume sends in Bulk Sending.

The sendings page isn't just for monitoring—it's a tool for continuous improvement:

1. Identify data quality issues from failed sends
2. Optimize send timing by tracking completion patterns
3. Refine contact segmentation based on channel performance
4. Improve response rates by learning from completed vs. sent ratios

By actively using your delivery tracking data, you'll steadily improve your survey program's effectiveness and customer engagement rates.