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Messages Report

Overview​

The Messages Report shows the volume of messages flowing through your account, broken down by sent, received, and auto-response categories. Filter by date range, channel, and team member to understand messaging patterns and agent workload.

How to Access​

  • Navigate to Reports in the sidebar menu.
  • Select the Messages tab.
  • Available to all roles.

Interface Overview​

The page has two columns:

  • Left panel (main chart):

    • Header with three key metrics: sent messages, received messages, and auto-responses.
    • A column chart showing message volume over time with multiple series (sent, received, auto-response).

  • Right panel (filters and breakdown):

    • Date range picker (defaults to last 30 days).
    • Channel filter dropdown (WhatsApp, Facebook Messenger, Instagram, or All).
    • Agent filter dropdown.
    • "Sent Messages" sidebar card showing a per-agent breakdown of outbound messages with progress bars.

Features & Actions​

Filter by Date Range​

What it does: Changes the reporting period for the chart and metrics.

Steps:

  1. Click the date range picker in the right panel.
  2. Select start and end dates.
  3. Data refreshes automatically.

Filter by Channel​

What it does: Narrows the data to messages from a specific channel.

Steps:

  1. Click the Channel dropdown.
  2. Select WhatsApp, Facebook Messenger, Instagram, or All.
  3. Data refreshes automatically.

Filter by Agent​

What it does: Shows messages sent/received by a specific team member.

Steps:

  1. Click the Agent dropdown.
  2. Select a team member or choose All.
  3. Data refreshes automatically.

View the Messages Chart​

What it does: Displays a column chart with multiple series representing different message categories.

Details:

  • The chart groups data by day, week, month, or quarter depending on the date range.
  • The header shows three aggregate numbers:
    • Sent Messages: Total outbound messages from your team
    • Received Messages: Total inbound messages from customers
    • Auto-response: Messages sent automatically by the AI or auto-reply rules

View Per-Agent Message Breakdown​

What it does: The "Sent Messages" card in the right panel shows how many outbound messages each team member has sent, displayed as a ranked list with progress bars.

Details:

  • Each row shows the agent's name, their message count, and a proportional progress bar.
  • Only appears if the data contains per-user breakdowns.

Fields Reference​

MetricDescription
Sent MessagesTotal outbound messages sent by team members
Received MessagesTotal inbound messages from customers
Auto-responseMessages sent automatically (AI or auto-reply rules)
Messages by UserPer-agent breakdown of sent messages with percentage bars

Important Notes​

  • The chart grouping is determined automatically based on the date range span.
  • The per-agent breakdown only appears if there is data for multiple users.
  • The channel filter shows only active channels configured in your account.

FAQ​

Q: What counts as an auto-response? A: Messages sent by the Aurora AI agent, auto-reply rules, or any automated system response. These are tracked separately from human-sent messages.

Q: Can I see the actual messages, not just counts? A: The Messages Report shows aggregate volumes. To view individual messages, use the Conversations Dashboard drill-down or open conversations from the Inbox.

Q: Why do my sent and received counts not match? A: It is normal for the counts to differ. A customer may send multiple messages before receiving a reply, or a team member may send multiple messages in one conversation.