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How to review your SMS (text message) interactions and set up a dashboard to track your AI Messaging Agent’s performance.

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Overview

Use this guide to view and configure metrics for your AI Messaging Agent using the Interactions tab, and to set up a dashboard for tracking SMS performance over time.

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Review your SMS interactions

  1. Navigate to Reports, then select Interactions (formerly named Calls).
  2. Click the + icon in the filter bar, search for Type, and filter to SMS. This narrows the list to text-based conversations only.
  3. Click an interaction to open its List View, where you’ll see the full transcript with labels distinguishing the Consumer from the AI Agent.
  4. In both Table View and SMS Details, you can track: total messages and SMS engagement (yes/no), session status and total duration, and start/end times along with caller data (name/phone).
Transcripts update in real time — refresh the page to see the latest messages in an active conversation.

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Set up your SMS dashboard

Create a dedicated dashboard to visualize high-level SMS metrics like opt-in and engagement rates.
  1. Select Dashboards from the left menu, and click +New in the Manage Dashboards window.
  2. Enter a name for your dashboard. We suggest something like “SMS Performance” so you can identify what it tracks at a glance.
  3. Add key metric tiles using the Stats Tile, tracking: total messages, SMS opt-in %, SMS engaged %, and call back %.
  4. Add charts to visualize your data:
    • A pie chart for Media Type, to compare SMS volume against your other channels.
    • A dual-line chart comparing Answered by Agent vs. Conversion metrics over time.
    • A leaderboard for Campaigns by Call Count, filtered to Media Type: SMS.
  5. Use the dashboard’s top-level filters to change dates or filter the SMS data — these filters update every tile on the dashboard automatically.

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Why this matters

Reviewing SMS interactions alongside a dedicated dashboard gives you the same visibility into your text-based conversations that you already have into voice calls, so you can measure and act on AI Messaging Agent performance without switching between separate tools.
Last modified on September 30, 2026