Tracking Text Campaigns

Users can track the results of the email campaigns by viewing the Email Channel metrics.

Tip

🔍 Tip: When you are creating a text broadcast, once a list is attached, you will see the total number of contacts included on that list (picture below). The actual recipient count becomes available after the messages are sent, as some contacts may not have a phone number or may be marked as DNC or deceased.

Text Metric Tiles

Users can track the results of the email campaigns by viewing the Email Channel metrics.

Pending Opt-In

The recipient has not completed the opt-in to receive text messages

Queued

Text message is being prepared for delivery

Sent

The text message has been successfully accepted for delivery by the carrier. Please note, this does not guarantee that the recipient has received or viewed the message.

Delivered

The text message has been delivered successfully to the recipient by the carrier. Please note, this does not guarantee that the recipient has viewed the message.

Failed

When a carrier cannot or will not deliver a text message.

Undelivered

We have received a receipt indicating that the message could not be delivered.

Tip

🔍 Tip: When an recipient unsubscribes from your texts, Swivel will suppress that phone number from future text campaigns.

Filter Recipients by Status

Until the messages are sent, the Recipients tile will display zero recipients. This view is designed to reflect campaign results only after message delivery has occurred.

1. Navigate to the Recipients tile

2. From the search bar, you can search by:

   1. Name
   2. Current Status (Pending Opt In, Queued, Sending, Sent, Receiving, Received, Delivered, Undelivered, Failed, Unsubscribed, Resubscribed)
   3. Contains Status (Queued, Sending, Sent, Receiving, Received, Delivered, Undelivered, Failed, Unsubscribed, Resubscribed)

Tip

🔍 Tip: You can also expand the > icon to view the email status for each individual contact.

Managing Opt-In Status

Understanding Pending Opt-In Contacts

When a contact has not yet opted in to receive text messages, they will appear with a status of Pending Opt-In and will be skipped during campaign sends. These contacts remain on the campaign list and will continue to be skipped on future sends until they opt in.

Note

📌 Note : Contacts with a Pending Opt-In status will not be removed from your campaign list automatically. If you no longer want to include them, they should be manually removed from the list.

Opt-In Expiration Window

When a contact is included in a campaign and has not yet opted in, Swivel sends them an opt-in request. If the contact does not respond within 30 days, their opt-in window expires. The next time that contact is included in a campaign send, Swivel will automatically send them a fresh opt-in request.

Tip

🔍 Tip : This 30-Day window applies to mass campaign opt-ins only. If you need to send an opt-in to a single contact outside of a campaign, you can do so manually without waiting for the window to reset.

Manually Resending an Opt-In to a Single Contact

If you need to send an opt-in request to a specific contact directly rather than waiting for the next campaign send, you can do this from the contact record. Navigate to the desired contact’s show page, click the Action Menu at the top right corner, select Communication Preferences, choose your Text Message Account Phone Number, and click Send Opt-In. This manual path bypasses the 30-day campaign opt-in window and can be used at any time.
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Tip

🔍 Tip : It can take up to 10 minutes for a manually sent opt-in to be delivered to the contact.