Every campaign report, on a Journey and on a Broadcast alike, has two tabs:
Performance gives you the totals.
Schedules gives you the row-by-row detail behind those totals: one line for every guest the campaign has tried to reach, or is still going to reach. It is the place to go whenever a question is about a specific guest rather than about the campaign as a whole.
Opening it
Go to Campaigns for a Journey, or Broadcasts for a Broadcast, and find the campaign.
Open the three-dot menu on it and choose View Report.
Select the Schedules tab, next to Performance.
The tab lists every guest the campaign has attempted, so on a large campaign expect the row count to match the Total figure on the Performance tab rather than Sent.
What each column tells you
Column | What it shows |
Guest | The guest profile the message was aimed at. |
Status | What Bookboost did with the message: Sent, Failed, or Scheduled. When a message failed, the reason is written here rather than in a separate column. |
Date | When the message was sent, or when a scheduled message is due. Click the column heading to sort. |
Event | What happened after the message left: Accepted, Delivered, Opened, Clicked, Soft bounced or Hard bounced. A dash means nothing has happened yet, or nothing was sent in the first place. |
Booking ref | The reservation behind the send, so you can tie the row back to your PMS. |
Recipient | The address or number the message actually went to. A dash means nothing was sent. |
The distinction between Status and Event is worth holding on to:
Status is about Bookboost's side of the send.
Event is about what the guest's mailbox or handset did with it afterwards. A row can be Sent with no event at all, which simply means the message went out and nothing has come back yet.
The three statuses
Sent means the message went out. Look at the Event column to see what happened next, and at Recipient to confirm which address or number was used.
Scheduled means the message has not gone out yet. The Date column tells you when it is due. This is the view to check before you change or stop a campaign, because it shows you exactly what is still in the queue.
Failed means Bookboost could not deliver the message, and the Status column says why rather than just saying "failed". The reasons you will meet:
Unable to reach guest. This is the catch-all status for a message that could not be handed to the guest, and it covers two different situations. Most often the contact details did not work: a missing or invalid email address, or a phone number that is invalid, unavailable, a landline, roaming, or has no WhatsApp on it. Fix the details on the guest profile in that case. The same status also appears when the details are correct and the message was rejected by the guest's mobile carrier or country, for a reason that has nothing to do with the guest profile. Click the status text on the row to see the specific error behind it, which tells you which of the two you are looking at. See How phone numbers are validated and SMS country coverage for what a carrier or country restriction looks like.
Already sent to another guest profile with the same contact and context. Another profile sharing the same contact details had already received this campaign that day, so this one was skipped rather than sending the guest a duplicate. This is the First per day setting doing its job. If it is not right for this campaign, see Journey campaign advanced settings.
Campaign template not found. There was no template to send for the channel and language this guest resolved to. Check the campaign has content for every channel and language it can reach.
Finding one guest quickly
Do not scroll. Click the filter icon above the table, on the right, and use the search fields:
Booking reference is the fastest route when a colleague gives you a reservation number.
Email or Phone are the fastest route when you have contact details.
First name and Last name for when that is all you have.
The same panel filters by Status (Sent, Failed, Scheduled) and by Event (Opened, Clicked, Soft bounced, Hard bounced). Tick what you need and click Apply. Filtering by Failed is the quickest way to see everything that went wrong on a campaign in one list.
Next to the filter icon is a calendar icon for the period: All time, Today, Yesterday, This week, Last week, This month, Last month, This year, Last year, or your own date range.
Acting on rows
A row that did not send has a Resend link at the end of it.
See Resend a campaign to one guest for when that is the right thing to do.
You can also act on several rows at once. Tick the checkbox on each row you want, then open the three-dot menu at the top-right of the table:
Resend all selected sends to all the ticked guests again. This goes out immediately, so be certain about the selection before you use it.
Cancel all selected stops the ticked messages from going out. This is how you clear messages that are still Scheduled, for example after you have turned a campaign off and want to make sure nothing further reaches guests. Turning a Journey off stops new messages being queued, but it does not empty the queue on its own. See Stop a Journey from sending.
Getting help
Open Talk to Us in the left menu of the platform, or email [email protected]. Tell us the campaign name and the booking reference of the guest you are looking at.