The Deliverability page (titled SMS health on screen) shows how well your shop's outgoing messages are actually reaching customers. It's built for owners and front-desk leads who want to catch a texting problem before customers start saying "I never got your text."
Opening the Deliverability page
- Click Inbox in the sidebar.
- At the top of the message list, next to the Messages heading, click the small activity-line icon button (its tooltip reads Deliverability).
You can also press Cmd+Shift+K (or Ctrl+Shift+K on Windows) to open the command palette and type "deliverability" — the page is listed as Messaging deliverability.
Picking a time window
In the top-right corner there are three buttons: 7d, 30d, and 90d. The page opens on 30d. Every number on the page — the four tiles and the status breakdown — covers only the window you pick, so switching to 7d is the fastest way to see whether a problem is new.
The four tiles at the top
- Delivery rate — the share of outgoing messages your carrier confirmed as delivered, shown as a percentage, with "X of Y sent" underneath. The icon turns amber when this falls below 95%.
- Failure rate — the share of outgoing messages that came back as failed or undelivered, with the count of "not delivered" messages underneath. It turns red when this reaches 5% or more.
- Inbound replies — how many messages customers sent in during the window. Think of it as an engagement signal: people are reading and answering.
- Opt-outs — customers who replied STOP during the window.
If no messages went out in the window, the two rate tiles show a dash instead of a percentage.
Messages that came over from an imported history (for example, older ShopMonkey records) are left out of these numbers, so imported conversations don't drag your delivery rate down or count as replies.
The "below industry benchmarks" warning
When you've sent at least one message in the window and either your delivery rate is under 95% or your failure rate is 5% or higher, an amber card appears at the top: SMS health below industry benchmarks. It repeats your current numbers and lists the common causes:
- Invalid phone numbers in your customer list
- A2P 10DLC registration not complete
- Content flagged by carriers
The warning disappears on its own once both numbers are back in the healthy range for the window you're viewing.
Reading the Provider status breakdown
Below the tiles, the Provider status breakdown card lists every delivery status your carrier reported in the window, largest first, with a bar and a count for each. Bars are green for delivered, red for failed and undelivered, and blue for everything else. Statuses you'll commonly see:
- delivered — confirmed on the customer's phone.
- sent, queued, sending — handed to the carrier but not confirmed yet. These are counted in your total but not as failures.
- undelivered / failed — the carrier couldn't get it through. Both count toward your failure rate.
- unknown — no status came back for that message.
If nothing went out in the window, the card says No outbound messages in this window.
What to do when the numbers look bad
- Switch to 7d to see whether the drop is recent.
- Check that the phone numbers on the affected customers are real, complete mobile numbers.
- Review your 10DLC registration status — see 10DLC registration walkthrough.
- Re-read any new templates or blasts for wording carriers tend to filter.
- For a specific message that didn't arrive, work through Customer texts not sending — troubleshooting.
Need help? Email info@roffik.com.
Frequently asked questions
Q: Where is the Deliverability page?
A: Open Inbox from the sidebar and click the small activity-line icon button next to the Messages heading (its tooltip says Deliverability). You can also find it in the Cmd+Shift+K command palette as Messaging deliverability.
Q: What counts as a healthy delivery rate?
A: The page treats a delivery rate of 95% or higher and a failure rate under 5% as healthy. Outside either range, the tile changes color and an SMS health below industry benchmarks warning appears.
Q: Do messages still waiting on the carrier count as failures?
A: No. Messages marked sent, queued, or sending count toward your total sent but not toward the failure rate. Only failed and undelivered do.
Q: Why don't my imported old conversations show up here?
A: Messages brought in from an imported history are excluded on purpose, so they don't lower your delivery rate or get counted as customer replies.
Q: What does the Opt-outs number mean?
A: It's the number of customers who replied STOP during the selected window.