---
title: "Communication Dashboard: Review Campaign Delivery & Engagement Success"
canonical: "https://resourcecenter.kenect.com/space/KSH/691830814/Communication%20Dashboard%3A%20Review%20Campaign%20Delivery%20%26%20Engagement%20Success"
format: markdown
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How effective is your messaging efforts? Use this article to understand the **Communication Dashboard **on Service AI, which gives dealership players insights into message delivery & engagement success.

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> ℹ️ # Table of Contents

> Macro (toc)

> ℹ️ This article is intended for <span style="color: #008da6">**Contact Center Manager**</span>**, **<span style="color: #008da6">**Service Manager**</span>**, **and <span style="color: #008da6">**Agent **</span>user roles who will have access to this dashboard on Service AI.

---

> ℹ️ # What is the Communication Dashboard?

The **Communication Dashboard** in Service AI helps dealership leaders and BDC/service members measure how well their messaging is reaching customers. It displays detailed performance metrics for both **Text and Email campaigns**, showing how customers engage with messages, which campaigns are most active, and where delivery issues may occur. This dashboard offers a complete view of customer communication volume and engagement trends — empowering dealerships to refine campaign strategy and improve customer follow-up.

> ℹ️ ## At a Glance

Use the Communication Dashboard to:

1. <u>See campaign engagement as it happens</u> by tracking every text and email your dealership sends through Service AI — and how customers respond — in *real time*.
2. <u>Turn data into smarter messaging</u> with analytics that reveal *response rates*, *delivery trends*, and *peak engagement times*.
3. <u>Spot communication gaps fast</u>** **by comparing *delivered*, *undelivered*, and *no-response* messages to refine your outreach.
4. <u>Empower your team with live insights</u> to filter, export, and follow up on active conversations within *one convenient dashboard*.

> ℹ️ ## Dashboard Overview

![Communication Dashboard Hero.png](media://bd32c298-f129-4441-a850-590af51a85e2)

| <span style="color: #008da6">**Dashboard Area**</span> | <span style="color: #008da6">**Description**</span> |
| --- | --- |
| <span style="color: #00b8d9">**1**</span> | <span style="color: #00b8d9">**Date Range**</span> | a customized date range (up to a 60-day window) that adjusts <span style="color: #00b8d9">**delivery/engagement metrics**</span>, <span style="color: #00b8d9">**responses per hour**</span> and <span style="color: #00b8d9">**conversation data**</span>. |
| <span style="color: #00b8d9">**2**</span> | <span style="color: #00b8d9">** Campaign Filter**</span> | a** **filtering dropdown that centralizes Communication Dashboard data towards specific campaign types. |
| <span style="color: #00b8d9">**3**</span> | <span style="color: #00b8d9">**Refresh Button**</span> | a button that ‘refreshes’ any changes on this button when making changes in any filtered fields. |
| <span style="color: #00b8d9">**4**</span> | <span style="color: #00b8d9">**Text/Email Panel**</span> | clickable options that impact either <span style="color: #00b8d9">**SMS**</span>** **(Text) or <span style="color: #00b8d9">**Email **</span>data showing on the Communication Dashboard. |
| <span style="color: #00b8d9">**5**</span> | <span style="color: #00b8d9">**Communication Tiles**</span> | high-level summaries showing conversation amounts tied to service initiatives. |
| <span style="color: #00b8d9">**6**</span> | <span style="color: #00b8d9">**Campaigns**</span> | a drilled-down view showing** **engagement rates, message counts, and delivery/engagement details for any highlighted campaigns. |
| <span style="color: #00b8d9">**7**</span> | <span style="color: #00b8d9">**Customer Responses By Hour**</span> | graph data showing when customers are most likely to respond to campaign messaging, hour-by-hour. |
| <span style="color: #00b8d9">**8**</span> | <span style="color: #00b8d9">**Conversations/Emails Table**</span> | a** **table view of communication outcomes based on campaign type and other customer types. |
| <span style="color: #00b8d9">**9**</span> | <span style="color: #00b8d9">**Customer Type Filters**</span> | specified outcome types, such as <span style="color: #00b8d9">**Scheduled**</span>, <span style="color: #00b8d9">**No Response**</span>, or <span style="color: #00b8d9">**Unattempted**</span>, to narrow in on particular customer groups. |
| <span style="color: #00b8d9">**10**</span> | <span style="color: #00b8d9">**Export to CSV**</span> | a button allowing you to export any ‘Conversations’ data into a CSV file. |

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> ℹ️ # How Do I Use the Communication Dashboard?

The Communication Dashboard is designed to help you **interpret message activity at a glance**. Use it to track how many messages were sent, delivered, and engaged with across campaigns, then drill into when customers respond most often and which campaigns are performing best.

- **Adjust** date range (up to 60 days) and click the refresh icon to apply updates.
- **Highlight or hide** specific campaigns using the *Campaign Filter *field at the top.
- Select which communication type you’d like to view data for by selecting **Text **or **Email**.

> ℹ️ ## How to Read Your Communication Data

In this section, you can learn more about the different metrics, data, and details held within the **Communication Dashboard. **This page is broken up into 4 main sections:

1. **Communication Drill-Down Tiles**
2. **Campaigns (Delivery/Engagement Metrics)**
3. **Customers By Hour**
4. **Conversations/Email**

### Communication Drill-Down Tiles

These values display the number of customers (not conversations) in key engagement categories. You can export generated customer lists in these tiles by selecting the ' ' list icon on the top-right.

- **First Service Defectors: **customers who have purchased a vehicle and have not come in for service since purchase for a specified date range.
  - You can filter this metric by either *6*, *12*, or *18* *months*.
- **Active Customers: **customers who have service history in the past *6-11 months* and have not been back in for service since the previous appointment.
- **Lapsed Customers: **customers who have service history in the past *12-23 months *and have not been back in for service since the previous appointment.
- **Inactive Customers: **customers who have service history in the past *24+ months* and have not been back in for service since the previous appointment.
- **Recalls: **customers targeted by previous recall campaigns that have not come in for service that would remedy the recall concern.
- **Custom (CSV): **customers targeted by custom (CSV) campaigns that have not come in for service.

> ℹ️ If you’d like to target outreach to these customers, you can click the list icon on the top right of any drill-down metric and export to CSV. These are great lists that can then be sent to our Campaigns team via <span style="color: #008da6">**List Uploads**</span> and built into automated or custom campaigns.

### Delivery Metrics

These values show the success of campaign messages **delivering **to your customers. Below is a table aligning the metric to where it appears on the Communication Dashboard (Text panel or Email panel) and its definition.

| <span style="color: #008da6">**Metric**</span> | <span style="color: #008da6">**Location**</span> | <span style="color: #008da6">**Definition**</span> |
| --- | --- | --- |
| <span style="color: #00b8d9">**Attempted**</span> | Text + Email | How many messages were generated via campaigns for the specified time period and/or date range. |
| <span style="color: #00b8d9">**Undelivered**</span> | Text + Email | The total messaging that never delivered to the customer due to circumstance (such as bounced email or dead number). |
| <span style="color: #00b8d9">**Bounced**</span> | Email | Undelivered emails due to *invalid email addresses* or issues with the receiver’s domain. |
| <span style="color: #00b8d9">**Unsubscribed**</span> | Email | Undelivered emails due to a the customer being on an *unsubscribed list*.<br>- Each email will give the customer an option to ‘unsubscribe’. Once they’ve clicked this, their data will show within this metric and ‘Conversations’ tab. |
| <span style="color: #00b8d9">**Sent**</span> | Text + Email | The overall total of texts/emails that were sent to the customer, including undelivered or non-responded to messaging. |
| <span style="color: #00b8d9">**Unattempted**</span> | Text + Email | The number of customers that were filtered out of the CSV and no attempt was made to send messaging. |
| <span style="color: #00b8d9">**Batches**</span> | Text + Email | The number of in-process campaigns via List Upload/Campaign Request Flow. |

### Engagement Metrics

These values show the success of a campaign message **interaction **by your customers. Below is a table aligning the metric to where it appears on the Communication Dashboard (Text panel or Email panel) and its definition.

| <span style="color: #008da6">**Metric**</span> | <span style="color: #008da6">**Location**</span> | <span style="color: #008da6">**Definition**</span> |
| --- | --- | --- |
| <span style="color: #00b8d9">**Sent**</span> | Text + Email | The overall total of texts/emails that were sent to the customer, including undelivered or non-responded to messaging. |
| <span style="color: #00b8d9">**Replied**</span> | Text | How many messages from above that were responded to by a customer and show as a ‘conversation’ in our product. |
| <span style="color: #00b8d9">**No Response**</span> | Text | Any texts/emails that were never responded to or ignored. |
| <span style="color: #00b8d9">**Opened**</span> | Email | How many emails the customer clicked into and opened in their inbox. |
| <span style="color: #00b8d9">**Clicked**</span> | Email | How many emails the customer clicked into the email and opened a hyperlink or article within the body. |
| <span style="color: #00b8d9">**Unopened**</span> | Email | Any emails the customer did not click into or view from their inbox. |
| <span style="color: #00b8d9">**Unsubscribed**</span> | Email | The total amount of emails that were opened and ‘unsubscribed’ from afterwards. |
| <span style="color: #00b8d9">**Marked As Spam**</span> | Email | The total amount of emails that were marked as spam by the customer, unopened or opened. |

> ℹ️ For each drill-down and campaign metric, you can either hover over to see a ‘tooltip’ description, select the *Explore *icon to pull customer data tied to the engagement category, or export this customer data to .csv by selecting *Export*.

### Customer Responses By Hour

This graph shows *when* customers are most likely to respond to campaign messages throughout the day.

- **Hover** over each bar to see the amount of replies and what hour they’re tied to.

### Conversations/Emails Table

This line-by-line table can help you view *real-time customer conversation data* related to campaign outreach. Will show as ‘Conversations’ while highlighting Text metrics, and ‘Emails’ when highlighting Email metrics.

- If a customer is clicked into, it will give customer details tied to the communication, the message thread (if SMS), and ‘unattempted’ details if there were issues preventing messaging/emailing to send.
- Each panel of this table is tied to **Sophi intents**, and will appear if the intent was marked as ‘Track in Dashboard’ from the **Sophi **menu.

> ℹ️ Conversations with no initial response from the customer will not show on this dashboard. You’ll need to locate them on the customer’s profile by selecting their phone number.

> ℹ️ ## Dashboard Best Practices

1. **Refresh & Review Regularly**

Each time you adjust filters (such as date range or campaign selection) click the *blue refresh icon* to load the most up-to-date data.

- Refreshing ensures totals, graphs, and communication data reflect current performance.
- For consistent reporting, align dashboard reviews with your weekly or monthly operational meetings.

2. **Toggle Between Text & Email Panels**

These tabs are here to centralize data based on the **messaging type **of an active campaign.

- Reviewing each channel separately helps identify which message types resonate with customers and when outreach should shift from email to text for better engagement.

3. **Evaluate Communication Drill-Down Tiles**

Utilizing these 'Drill Down’ metrics can bring clarity into customer movement.

- These segments reveal whether messaging is pulling customers back into engagement or if groups are becoming disengaged.
- Tracking shifts in these categories helps teams spot early trends in retention or message fatigue.

4. **View Delivery & Engagement Patterns**

The **Campaigns **section helps you understand delivery and engagement patterns with your messaging outreach.

- Viewing message counts, delivery status, and response totals can give clarity into campaign messaging success.
- Comparing these metrics side-by-side highlights whether message content, timing, or audience type is influencing performance.

5. **Utilize Abandoned Scheduling Tools**

Customers who begin scheduling but stop responding are often high-intent opportunities. Regularly review the **Abandoned Scheduling** column within the Conversations section to identify these customers and assign timely follow-up.

- When a conversation is sent to the Message Queue, a ‘schedule’ icon will show to differentiate these conversations.
- A quick outbound text or call from your team can recover missed appointments, improve bay utilization, and prevent revenue from slipping through the cracks.

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> ℹ️ # How Can I Troubleshoot Issues?

While the **Communication Dashboard** runs smoothly for most users, you may occasionally notice data delays or display issues. Use the guidance below to understand known limitations and how to fix the most common problems.

> ℹ️ ## Known Limitations

1. **Delivery/Engagement Targets**

Dealers often struggle to interpret the engagement percentages shown in the Communication Dashboard. Percentages can appear low at first glance, even when a **30%+ SMS response rate / 10% Email response rate is considered strong** across dealership benchmarks.

- We’re improving in-product guidance to help users understand what “good” performance looks like and why these percentages matter. We’ve provided the below context to help you understand industry standards:

| <span style="color: #008da6">**Industry**</span> | <span style="color: #008da6">**Key Performance Indicator**</span> | <span style="color: #008da6">**Target**</span> |
| --- | --- | --- |
| <span style="color: #00b8d9">**Retail Automotive Dealerships**</span> | SMS Engagement Rate [First 30 Days] | **15%+** |
| SMS Engagement Rate [First 90 Days] | **20% - 30%** |
| SMS Delivery Rate | **5% - 10% **(undelivered) |
| <span style="color: #00b8d9">**Specialty Dealerships**</span> | SMS Engagement Rate [First 30 Days] | **10%+** |
| SMS Engagement Rate [First 90 Days] | **15% - 20%** |
| SMS Delivery Rate | **5% - 10%** (undelivered) |

> ℹ️ If you are seeing higher than a <span style="color: #008da6">**10% undelivered rate**</span>, please check your DMS contact information. Most undelivered messages are due to either opt-out requests, unsubscribed status, or incorrect primary/secondary contact details.

2. **Metrics Not Matching Some DMS Customer Totals**

Counts for **First Service Defectors, Active Customers, Lapsed Customers, Recalls, etc.** may not match a dealership’s DMS. These metrics are based on Communication Dashboard logic rather than raw DMS population totals, so direct comparison isn’t expected.

- As a tip, cross-reference the customer lists within each drill-down tile with your DMS customer lists to confirm proper totals.

3. **Communication Metric Generalness**

Current metrics shared on the Communication Dashboard may sometimes be confusing or not provide all needed clarity to target message success.

- Kenect has created info bubbles with each drill-down tile and Delivery/Engagement metric to help explain what each is showing.
- Unattempted messaging has been identified and now shares a reason to help with outreach efforts.

> ℹ️ ## Common Troubleshooting Scenarios

1. **My message totals look off or lower than expected**
  - **Resolution:*** *Confirm whether you are viewing **Text** or **Email** at the top of the dashboard (each channel must be reviewed separately, and totals will differ). Additionally, ensure you’re viewing the right amount of campaigns and have refreshed the page to pull up accurate data.
    - As a quick troubleshooting tip, always ensure your cookies & cache are cleared to prevent inconsistent data.
    - If you’re still feeling like these numbers are not where they should be, please reach out to either your ***implementation consultant ***or ***customer success manager ***to discuss engagement success.
2. **Messages are showing as ‘Undelivered’, but I’m unsure why**
  - **Resolution:*** *Navigate to the **Conversations** section and filter by **Undelivered**. Review customer-level details to confirm if the number is invalid, opted-out, or blocked. Update DMS contact information or review opt-in status to restore delivery.
3. **My customers aren’t receiving my campaign messages**
  - **Resolution:*** *Use the **Campaigns **window to confirm the message was successfully sent and delivered. If the message shows as undelivered, check the customer’s profile for invalid contact data or opt-out status. If delivered but no response, confirm timing by reviewing **Customer Responses by Hour** for typical engagement patterns.
4. **Conversation outcomes look incorrect or missing**
  - **Resolution: **Check the **Status/Outcome Groupings** (Scheduled, Confirmed, No Response, Agent, Opt-Out, etc.). If a customer’s status seems inaccurate, verify their communication record in their **customer profile** to confirm the actual interaction history.
    - Most changes needing to be made for these customers will be done within your DMS.

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> ℹ️ # Need Additional Help?

If we were unable to fully address your inquiry, please feel free to check out any related articles to this topic, our FAQs to answer common questions about the product, or contact details for help from a dedicated **Kenect** specialist.

> ℹ️ ## Related Articles

> ℹ️ ## FAQs

**Q: Why do my engagement percentages look low?**  
*A: Engagement percentages reflect customer responses to campaign outreach, not total customer population. In automotive SMS, even 20–30% response rates are considered strong, depending on your market and customer base.*

**Q: How do I know if my message volume is normal for my dealership size?**  
*A: Message volume depends on the number of customers in your DMS and your campaign mix. As a general guideline, a database of 100k–500k customers may generate ~5,000–10,000 texts per month, though this varies by market and communication strategy.*

**Q: Why are my drill down metric numbers different from my DMS?**  
*A: These metrics are based on communication engagement, not raw customer counts. The dashboard groups customers by how they’ve interacted with recent outreach, so differences from your DMS are expected.*

**Q: What should I do if a customer didn’t receive a text or email?**  
*A: Check the ****Conversations**** section and filter by ****Undelivered****. This will show whether the contact had an invalid number, was opted out, or had a delivery failure. Updating contact data in your DMS usually resolves the issue.*

**Q: What determines when a conversation is marked as 'Abandoned' [Scheduling]?**  
*A: Conversations are marked as Abandoned Scheduling when Sophi detects that a customer expressed intent to schedule or reschedule an appointment but stopped responding before completing the booking within your dealership’s configured “Time before scheduling is abandoned” setting.*

**Q: Can my dealership adjust how long it takes for a conversation to be marked as Abandoned Scheduling?**  
*A: Yes. The abandonment window is configurable in your Dealership Settings under the Communication section, allowing you to choose how long Sophi should wait for a customer response before flagging the conversation as abandoned.*

**Q: Can I combine Text and Email results in one view?**  
*A: Not at this time. The Communication Dashboard separates Text and Email channels so you can analyze each one accurately. You’ll need to switch between views using the toggle at the top.*

**Q: Why do some campaigns show high delivery but low response?**  
*A: Response behavior varies heavily by message type and timing. Review Customer Responses by Hour to identify when customers are most likely to engage, and adjust your send timing accordingly.*

**Q: How do I follow up with customers who didn’t respond?**  
*A: Use the ****No Response**** and ****Undelivered ****groupings inside Conversations to export customer lists. This makes it easy to coordinate manual follow-up or verify missing contact details.*

**Q: Can I export everything I see on the dashboard?**  
*A: Customer-level data can be exported from the ****Conversations**** section, but chart visualizations and drill-down summaries are ****view-only****.*

**Q: What is the best way to evaluate whether a campaign has had messaging success?**  
*A: Review the Campaigns view for delivery and engagement, then check Statuses/Outcomes in Conversations to see if customers booked appointments, confirmed, or re-engaged.*

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> ℹ️ <span style="color: #008da6">**Kenect Support**</span>
> ℹ️ 
> ℹ️ For general questions or concerns, please contact our technical support team, available <span style="color: #008da6">**Monday - Friday, 6am - 6pm MT**</span>.
> ℹ️ 
> ℹ️ - <span style="color: #008da6">**Phone: **</span>[385-474-8180](#)
> ℹ️ - <span style="color: #008da6">**Email:**</span>** **<u>[support@kenect.com](mailto:support@kenect.com)</u>
> ℹ️ 
> ℹ️ If you have questions about our platform’s capabilities or what other features we may have, please reach out to your dedicated*** ***<span style="color: #008da6">***Implementation Consultant ***</span>or <span style="color: #008da6">***Customer Success Manager***</span>.