Track SMS Communications via Message Logs

Created by Priya p, Modified on Fri, 20 Mar at 7:25 PM by Priya p

TABLE OF CONTENTS

At the top of the Message Logs page, you’ll see a high-level summary of SMS activity for the selected time range.

The Metrics displayed:

Metric	Description
Total Messages	Count of total SMS sent and received
Inbound	Messages received from patients
Outbound	Messages sent by agents or the system
Delivered	Successfully delivered messages
Auto Response	Automated replies triggered by the system
Failed	Messages that were not delivered

These metrics update dynamically based on the selected date range and applied filters.

Each row in the table represents an individual message and the message log table displays the details of each.

Column	Description
Date & Time	Timestamp when the message was sent or received
Direction	Indicates the message flow: ↗ Outbound (messages sent) ↘ Inbound (messages received from patients)
From	Sender number or agent/system name
To	Recipient phone number
Content	Message text (truncated for preview)
Status	Delivery outcome (Delivered / Failed)
Location	Practice location associated with the message
Contact Type	NEW or EXISTING contact
Message Category	System-generated or Manual
Message Type	Communication channel (SMS/MMS)

Inbound: Messages received from patients
Outbound: Messages sent by:
- Agents
- System automations
- Auto-response workflows

The Directional icons make it easy to visually scan message flow.

Delivered – Message was successfully sent and received
Failed – Message delivery failed due to carrier issues, invalid numbers, or system errors
Auto Response – Message sent automatically by the system (e.g., acknowledgements)

These indicators help teams quickly identify new patient interactions.

Select a filter from the dropdown to refine the message list.

Message Direction- Indicates whether the message is Inbound or Outbound
Contact Type -Identifies the contact as New or Existing
Agent Name- Filters messages based on the assigned agent.
Locations- Filters messages by the associated practice location.
Message Status-Shows the delivery status of the message (Delivered, Failed, Auto Response).
Read Status- Filters messages based on whether they have been read or unread.
Category (System / Manual)-Classifies messages as System-generated or Manual.
Message Type- Filters messages based on the type of message sent or received.

You can also use the search bar to find messages by phone number or content.

Tip: Filters can be combined to narrow results for audits

Use the Show Only dropdown (e.g., Last Month) to limit message logs to a specific time period.

This is useful for Monthly reporting, campaign analysis and compliance reviews.

Click Export CSV to download the filtered message data.

Exports include:

Use the Columns option to show or hide table fields based on your needs.
This allows admins to focus on Delivery outcomes, Agent activity and Contact engagement.

Message Logs are commonly used to:

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