Enhancing SMS Reporting with Last Response Timestamp

Customer has requested an enhancement to include a metric capturing the timestamp of the last response received from the end user (recipient).

Current Capabilities:
At present, the system captures and displays key details such as:

• SMS initiation time

• Message type (outbound/inbound)

• Delivery status

• Cost

• Segments

Requested Enhancement:
In addition to the above, the customer would like greater visibility into recipient engagement. Specifically, when an outgoing SMS receives a reply, the system should log and display the exact timestamp of the last response from the recipient.

Business Value & Customer Workflow:

• The customer actively leverages Bulk SMS Campaigns for outreach. Close to 10K messages sent/month.

• With the proposed enhancement, they would be able to:

  • Track recipient responsiveness and conversation flow more effectively.

  • Segment contacts based on engagement recency.

  • Automate follow-ups: For example, attempt 2–3 follow-ups if a response has not been received.

  • Classify contacts as cold if there has been no response in the last 30 days, optimizing time and costs spent on non-responsive leads.

Impact:

• Provides richer context on communication effectiveness.

• Enables sales/marketing teams to prioritize warm leads and re-engage inactive contacts with targeted messaging.

• Improves campaign ROI by focusing efforts on contacts most likely to convert.