Message reports

Owners and IT see every text the account's organizations sent to patients, whether it arrived, and why it didn't, by organization, team and date range. Export the list as a CSV.

The Reports tab on the Account page lists every text your account's organizations sent to patients and whether it reached the patient's phone. Use it to check your delivery rate, find texts that failed and what to do about them, and see who opted out.

Before you start

You need to be an Owner or IT person on the account. Organization admins and members don't see Reports. See The Account page.
BloomText turns Reports on for each account. If you don't see the tab, contact BloomText.
Reports are on the web and desktop apps.

Open your reports

From the Inbox, click Settings at the bottom left.
Click Account, then the Reports tab.
Pick All organizations or one organization. This choice only appears when the account has more than one organization.
Pick All teams or one team.
Pick a range. Reports opens on Last 30 days.
- Over all organizations: Today, Last 7 days, Last 30 days, or a custom range of up to 30 days.
- Over one organization: the same, plus Last 90 days, and a custom range of up to 90 days.

Days follow your own time zone. Reports are live: a text shows up as soon as it's sent, and its status updates as the carrier reports back.

What's included

Reports cover every text your organizations sent to a patient: staff texts, secure links and their renewals, auto, busy and keyword replies, and consent requests and confirmations.

Staff notification texts and texts from patients aren't included. Reports never show or export the message text.

Teams

Each team has one number, so picking a team shows the texts sent from its number. Two more choices can appear:

BloomText shared number shows texts sent from BloomText's shared number. Secure link renewals always go out from it.
Texts sent before your organization's reports started recording the sending number show Not recorded as their team. They count only under All teams.
Texts sent from a number that is no longer on any of your teams show No team, with the number they were sent from.

The summary cards

Delivered is the share of texts with a final result that arrived: delivered ÷ (delivered + failed). It leaves out texts still waiting for the carrier and texts BloomText didn't send. When no text has a final result yet, it shows No results yet.
Failed counts texts that didn't reach the phone, including texts BloomText didn't send, for example because the patient opted out.
Opted out counts patients who opted out in the range, by texting STOP or by being marked opted out. It covers all teams, and includes STOPs sent to BloomText's shared number by patients your organizations texted.
Patients messaged counts the different patients who got a staff text, a secure link or a renewal. It's the same count your plan's patient-contact usage uses. Texts BloomText refused to send don't count.

Below the cards, Texts per day graphs delivered and not delivered texts for each day. Point at a day, or move to it with the Tab key, to see its date and counts. Up to a month of days, each bar shows its total.

The table

Each row is one text, newest first, 50 per page:

Column	What it shows
Date and time	When it was sent.
Organization	The organization that sent it, when the account has more than one.
Team	The team whose number sent it.
To	The patient and their number. Click the name to open the patient's panel, as in the Directory.
Sent by	The staff member who sent a staff text, a secure link or a campaign text.
Source	Staff, API with the API key's name, Campaign with the campaign's name, or Automatic for texts BloomText sends on its own (auto, busy and keyword replies, consent texts and secure link renewals). Texts sent before BloomText started recording senders show Not recorded.
Type	Staff text, secure link, secure link renewal, auto reply, busy reply, keyword reply, consent request or consent confirmation. The contact card a patient gets after their first text shows as an auto reply.
Status	Delivered, Failed, Not sent or Waiting. For a text that didn't arrive, point at the status (or move to it with the Tab key) to see the reason and what to do, for example carrier error 30006: "Landline or a number that can't get texts. Ask the patient for a mobile number, or call them."

Search for a patient by name, or type part of a phone number.
Status buttons show only Delivered, Failed, Not sent or Waiting texts. Failed includes Not sent, as the Failed card does. Show on the Failed card does the same.
Filters narrows the list to one type of text.
Click Date and time, Organization, Team, Type or Status to sort by that column.

What to do about a failure

Each reason ends with what to do and who acts. For example, carrier error 30019 says the message was too long for the patient's carrier: send a shorter one. Error 60005 is a temporary carrier error: send it again. Error 30024 means the carrier hasn't set up your number yet: try again tomorrow. If a reason keeps showing up, contact BloomText with its code.

Export a CSV

Click Export CSV to download the texts that match your current organization, team, range, search and filters, in the table's order, with the same columns and the reason for each text that didn't arrive. An export holds up to 50,000 texts. Above that, pick a shorter range.

Good to know

Not sent means BloomText didn't send the text, for example because the patient had opted out. Waiting means the carrier hasn't reported back yet.
Your IT team can read the same delivery status through the BloomText API: List patient messages (GET /v1/patient-messages with after, before and patient_id) returns each message with its delivery status. See Delivery status for what each status and error code means.