Estimated time to read: 3 - 4 mins.
Monitoring the unavailable rate is an essential step when assessing the bounce rate for both SMS and email communications. This metric helps you identify contacts who did not receive your message due to delivery issues, allowing you to maintain clean contact lists and improve overall campaign performance.
How to View the Unavailable Rate
To check the unavailable or bounce rate for a specific message, follow the steps below:
1. Go to Analytics for the Message
Navigate to the Analytics section of the particular message you want to review. This page provides detailed insights into delivery, engagement, and traffic sources.
2. Locate the Traffic Sources
In the top-right corner of the analytics page, you'll find the “Traffic Sources” section.
This area shows the channel through which a contact first accessed your message, such as SMS, email, or other platforms.
3. Access Unavailable Contacts
Click on the app circle icon within the Traffic Sources area. This will open a breakdown of all sources.
Select “Unavailable”.
Here, you'll see a list of bounced contacts, those who did not receive your message due to delivery failures.
This section gives you a clear understanding of which contacts are unreachable, helping you troubleshoot and refine your contact data.
4. Additional Overview at the Bottom of the Page
If you scroll to the bottom of the analytics page, you’ll find a comprehensive overview of all message recipients. This includes:
Names
Contact information
Delivery status (via traffic sources)
Open status for each contact
This detailed breakdown allows you to monitor individual engagement and delivery outcomes, offering valuable insights for optimizing future communication campaigns.
If you hover over Via SMS, you will be able to see the number of bounced contacts.
Besides, you'll find yet another overview if you scroll to the bottom of the analytics page. Here, all recipients will be listed with names, contact information, and whether the message has been delivered and opened by the particular contact.
Some common reasons for bounce
Please run through the following checklist of common reasons for bounce:
The contact information is incorrect, such as phone no, country code, or email address.
The contact has unsubscribed and/or has opted out (can be found on the contact card).
Contact is out of reach, could be the phone is switched off or not connected to a network.
Non-existent email address: The recipient's email address doesn't exist or is misspelled.
Mailbox full: The recipient's email inbox is at its storage limit, and new messages cannot be delivered.
Server issues: The recipient's email server is temporarily down or experiencing technical problems.
Blocked sender: The sender's email address or domain is blocked by the recipient's email service.
Tags: bounce, bounce rate, contacts, delivery, connection issues
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