‎Manage SMS Distributions and Access Distribution Reports

Manage SMS Distributions and Access Distribution Reports

Updated

3 days ago

The Distribution Record Manager offers a centralized view to create, manage, and monitor your SMS distributions. You can easily track key metrics, edit existing distributions, and analyze performance data, all in one convenient location.

Business Use Cases

Streamlines the method of distributing surveys and reminders through SMS, enhancing response rates.
Improves customer interaction by utilizing SMS, a popular messaging service, to effortlessly collect feedback.
Enables companies to dispatch customized and multilingual survey invitations, reminders, and expressions of gratitude.

Increase survey response rates by leveraging SMS’s high engagement levels, while also reaching diverse audiences through built-in multilingual support and translation capabilities.

Prerequisites

You need to have Edit and View Distribution permissions in order to access SMS Distribution.

Setting Up

When you navigate to the Distribution Record Manager, you'll see a unified list of all distributions across channels, including SMS, along with their current status and relevant metrics.

Record Manager Columns and Metrics

Refer to these article for details on the columns and metrics available for SMS distribution.

Distribution Level Quick Actions

You can click the Vertical Ellipsis(⋮) to access the quick actions:

Quick Action	Description
Edit	Edit distribution details
Clone	The clone feature allows you to create an identical copy of an existing WhatsApp distribution.
View	View SMS distribution form details
Pause	The pause feature allows you to stop the distribution immediately if issues arise, halting any further SMS from being sent. Note: Response collection will be temporarily halted, and recipients attempting to access the survey will be redirected to a "Paused" page until the distribution is resumed.
Distribution Report	The Distribution Report provides live status updates on each invite sent via the WhatsApp distribution. Each WhatsApp invite is tracked as a unique row item with its data (sent, failed, quarantined), and includes the response status (received, started, unopened). For successful submissions, the response ID is provided. Each profile to which the SMS invite was sent appears as a unique row item, allowing users to view the status of each survey invite, whether it was successfully Sent, Failed, or Quarantined. Users can view the response status associated with each SMS invite, indicating whether the survey response was Received, Started, or Not Opened. For successful survey submissions, users can also access the response ID directly from this report.
Delete	Remove the distribution

Distribution Report

The Distribution Report provides a real-time view of every survey invite sent through SMS (or Email, WhatsApp, or generated via Personalized Links as applicable). Each invite appears as an individual row, allowing you to track delivery outcomes, understand customer engagement, and access associated response details.

The report displays the status of each attempted invite, including successful sends, failures, quarantines, and suppressions, along with the corresponding response status such as survey opened, in progress, or completed. For all completed surveys, the Response ID is available directly from the report.

Column

Definition

Name

The ‘Profile Name’ of the profile/transaction on which the invite was sent.

Contact

The SNID of the customer’s profile. It will generally be email address or mobile number, depending on the channel.

In cases where the profile has more than one channel this could show the ID of the primary profile.

Invite Status

The following Invite statuses are supported. You can hover over the status to get more details in certain scenarios.

Invite Status	Meaning
Failed	The status shows "Failed" if the message failed to send due to any reason. Possible reasons are. Publishing Failed, this occurs when the email ID is invalid or the email was rejected from the receiver inbox. Rate Limited, Invite blocked due to configured rate limits Profile Invalid, The Profile is invalid, deleted, or the contact type doesn't match the distribution channel. Account Invalid, Sender account is invalid. It may be deleted, deactivated, or missing required configurations. You can hover over the status to see the failure reason.
Quarantined	The status is marked as "Quarantined" if the email, WhatsApp, or SMS was blocked due to quarantine rules. The rule name is shown on hover of the status status.
Suppressed	Invite blocked; user had unsubscribed (opted out) previously.
Invite Sent	Invite sent; no user interaction yet.
Invite Opened	Email opened by the recipient.
Unsubscribed	User unsubscribed via the survey message (which was successfully sent)

Response Status

The following Response statuses are supported. You can hover over the status to get more details in certain scenarios.

Invite Status	Meaning
Not Started	Sent Successfully, but link not opened yet
Survey Opened	Link opened
In Progress	In Progress
Partially Completed	Partial Response, completed due to survey expiry / partial response threshold
Completed	Submitted

Invite Sent Time

The timestamp on which the survey was triggered from Sprinklr.

This is specifically significant for triggered or workflow-driven invitations where surveys are not sent at once but are sent on a real-time ongoing basis.

Survey Response Time

The timestamp on which the survey was responded or partially completed.

Survey Start Time

The timestamp on which atleast one question was answered.

Survey Filled Language

The language of the survey at the time of submitting. The user and change this from the top right of their survey form.

Response Id

If the survey was responded, this is the ID of that response.

You can copy this ID and search for it in the responses tab to view the response and other meta-data associated to it