Zenvia Customer Cloud allows you to export a dispatch report so that you can obtain details of a specific delivery, including the delivery status per recipient. This list is exported to a .csv file and can contain more than 100,000 contacts.

To do this, click on Analytics > Broadcasts and select the dispatch for which you want to export the report.

⚠️ Attention: This feature is available only for users with the Operator or Admin profiles.

In the list of recipients, you can apply specific status filters to understand the situation of each contact. To do this:

1. Click on Select filters;

2. Choose the statuses you want to view and click Apply. For example, if Error in dispatch is selected, only results that have failed will be displayed (all other cases will not be shown). To export everything, simply disable the filters by clicking Clear filters;

3. Click the Export button to start the export;

4. Confirm the email address and click Start export.

⚠️ Attention: The page is not updated automatically. You need to click Refresh data.

5. Finally, click Download report.

The file provides detailed information about the statuses, including error information, and is available for download in Zenvia Customer Cloud, under Message Message broadcast > Reports, for up to 30 days after the request. If the period expires, you need to request the export again.

What is exported

When exporting a report, a file is generated with the following data:

• date: date and time of the recipient's last interaction with the message;

• recipient: displays the phone number (if the dispatch is via SMS, WhatsApp, or RCS) or the email address (if it is an email dispatch) of the recipient;

• channel: the dispatch channel;

• status: dispatch status;

• reason_description: description of the dispatch status;

• recipient_answer: recipient's response (if any).

Next, see each of the dispatch statuses per channel.

SMS statuses

As SMS works asynchronously, dispatch reports are also affected by this particularity, meaning that sometimes the status is not received at the expected cadence. Despite this particularity, Zenvia Customer Cloud always displays the most recent status received by the server.

Below, see the list of statuses that can be displayed:

• Under analysis: the dispatch is being analyzed by Zenvia's rule filter. Your SMS has not been sent yet;

• Sending: the message is in the process of being sent;

• Sent: Zenvia sent your message to the provider responsible for delivering the message;

• Error in dispatch: message not sent to the cell phone. The number may be incorrect or written incorrectly (e.g., outside the DDI + DDD + Number standard). To find out the reasons for dispatch errors, download the file in Export list. In it, you will find the column representing the reasons for possible errors;

• Received: message sent to the cell phone and received by the recipient;

• Not received: message sent to the cell phone but not received by the recipient. Reasons for the problem include: phone turned off, inactive phone, unavailable or out of the carrier's coverage area, blocked or canceled account, problems with the carrier during delivery, unavailability or problem with the carrier's network, etc;

• Read: the message was received and read by the recipient.

Email, RCS, and WhatsApp statuses

• Sent: Zenvia sent your message to the provider responsible for delivering the message.

• Error in dispatch: message not sent to the cell phone. The number may be incorrect or written incorrectly (e.g., outside the DDI + DDD + Number standard). To find out the reasons for dispatch errors, download the file in Export list. In it, you will find the column representing the reasons for possible errors.

• Received: message sent to the cell phone and received by the recipient.

• Not received: message sent to the cell phone but not received by the recipient. Reasons for the problem include: phone turned off, inactive phone, unavailable or without internet signal, blocked or canceled number, unavailability or problem with the service, etc.

• Opened: message received and opened by the recipient (for email) | Read: message received and read by the recipient (for WhatsApp and RCS).

• Clicked: the file sent in the message received at least one click from the recipient.

• Unsubscribed: the recipient opted not to receive your email or WhatsApp campaigns, that is, unsubscribed from the emails sent or deactivated the receipt of messages (opt-out) sent via WhatsApp.

The Read status is only available if the user has not disabled read receipts (two blue checkmarks).

The system always sends a notification when the report is ready for download.

Done! Now you know how to export a broadcast report in Zenvia Customer Cloud.