Message Details & Status
Every message in the conversation has a status and detailed tracking information. This page explains how to read message statuses and access detailed information about each message.
Message Statuses
Each sent message shows its delivery status next to the timestamp:
| Status | Icon | Color | Meaning |
|---|---|---|---|
| Sent | Single tick (✓) | Gray | Message has been sent to the platform |
| Delivered | Double tick (✓✓) | Blue | Message reached the customer's phone |
| Read | Double tick (✓✓) | Blue/Green | Customer has opened and read the message |
| Failed | Exclamation mark (!) | Red | Message could not be delivered |
| Replied | Arrow (←) | Purple | Customer has replied to the conversation |
2. Capture 4-5 messages showing Sent, Delivered, Read, and Failed statuses
Save to:
static/img/screenshots/chat/message-details/message-statuses.pngMessage Info Menu
Click the info icon (ⓘ) next to any message timestamp to see detailed information about that message.
2. Capture the popup showing all the message detail fields
Save to:
static/img/screenshots/chat/message-details/info-menu.pngFor Sent Messages
| Field | Description |
|---|---|
| Status | Current delivery status |
| Sent Date | When the message was sent |
| Delivered Date | When it was delivered to the customer's phone |
| Read Date | When the customer read it |
| Failed Date | When it failed (if applicable) |
| Sent User (Mode) | Who sent it and how — e.g., "John Smith (agent)" or "System (campaign)" |
| Broadcast | The broadcast campaign name (if sent via Compose Message) |
| Template | The template name (if it was a template message) |
| Message Tag | Any tag assigned to this message |
For Received Messages
| Field | Description |
|---|---|
| Received Date | When the message was received |
Lead Details (in info menu)
If available, additional lead information is shown:
| Field | Description |
|---|---|
| Submitted Date | When the lead was created |
| Broadcast | Campaign name |
| Lead Source | Where the lead came from |
| Integration | Which integration captured it |
Failed Messages
When a message fails to send, the status shows in red. Click on the red "Failed" text to open the Error Details dialog.
2. Click on the red "Failed" status text
3. Capture the Error Details dialog showing the error and Retry button
Save to:
static/img/screenshots/chat/message-details/error-dialog.pngError Details Dialog
The dialog shows:
| Section | Description |
|---|---|
| Status | The failure status |
| Failed At | When the failure occurred |
| Template | The template name (if applicable) |
| Error Message | A description of what went wrong |
| Full Error Response | Technical details (for support reference) |
Retrying Failed Messages
If a failed message can be retried, a Retry Message button appears in the error dialog:
- Click on the red Failed status text on the message
- Review the error details
- Click Retry Message
- The system attempts to resend the message
- If successful, the message status updates
Not all failed messages can be retried. The Retry button only appears for errors that are temporary or recoverable. For permanent failures, you may need to send a new message.
Message Tags
Some messages may have a tag assigned to them. Tags appear as small blue chips next to the message timestamp. These tags help categorize and track messages for reporting purposes.
Template and Broadcast Labels
When you have specific filters active (by template or broadcast), additional labels appear below messages:
- Template: [name] — Shows which template was used
- Broadcast: [name] — Shows which broadcast campaign sent the message
These labels only appear when the relevant filter is applied, keeping the view clean by default.
2. Open a conversation that matches the filter
3. Capture messages showing the Template and/or Broadcast labels below them
Save to:
static/img/screenshots/chat/message-details/template-broadcast-labels.png