You are here:
SMS Engagement Data in Unified Messaging
Unified Messaging captures SMS engagement data in a data model object (DMO) in Data 360. Every send or interaction with your SMS messaging activities generates this data. You can use these fields to segment audiences or populate reports on your messaging activities.
| Available in: Lightning Experience |
| Salesforce Enterprise and Unlimited Editions for Service Cloud AND Enterprise and Unlimited Editions with Marketing Cloud Next Growth and Advanced Editions |
| Not supported in Government Cloud Plus |
MessageEngagement DMO
This DMO contains information on eight different SMS engagement event types.
- Sent - SMS message delivered to aggregator
- Not_Sent - SMS message failed to arrive at aggregator
- Subscribe - recipient opted in to receiving SMS messages
- Unsubscribe - recipient opted out of receiving SMS messages
- Confirmation - confirmation message sent to recipient regarding an opt-in or opt-out request
- Help - recipient sent a message including a request for assistance using a specific help keyword
- Click - recipient clicked a link sent in an SMS message
- Undelivered - aggregator reports an error delivering the SMS message to a mobile number
All send types include this information.
| Fields | Description |
|---|---|
| EventID | A unique identifier for the specific event |
| CreatedTime | A timestamp indicating when the record was created |
| EventDateTime | A timestamp indicating when the event occurred |
| BulkMessage | A unique identifier for the send entity associated with the event |
Some fields in the MessageEngagement DMO are specific only to certain event types.
| EventType | Field Name | Description | Values |
|---|---|---|---|
| All Inbound Events | RecpientPhoneNumber | Phone number where message was sent or received | |
| SenderID | Short or long code where message was received | ||
| Message | Message text that was received | ||
| Subscribe | EventType | Type of event that occurred | SUBSCRIBE |
| Keyword | Opt-in keyword used to interpret SUBSCRIBE event | ||
| Unsubscribe | EventType | Type of event that occurred | UNSUBSCRIBE |
| Keyword | Keyword used to interpret UNSUBSCRIBE event | ||
| UnsubscribeSource | Source of unsubscribe request | ||
| UnsubscribeReason | Reason included in unsubscribe request | ||
| Help | EventType | Type of event that occurred | HELP |
| Keyword | Keyword used to interpret HELP event | ||
| Confirmation | ContactPointPhoneNumber OR MOPhoneNumber | Phone number where the confirmation message was received OR phone number where the confirmation message was sent | |
| SenderID | Short or long code that received message and sent confirmation | ||
| Message | Message text received | ||
| EventType | Type of event that occurred | CONFIRMATION | |
| Keyword | Keyword used to interpret CONFIRMATION event | ||
| IndividualID | Unique identifier of recipient | ||
| Click | EventType | Type of event that occurred | CLICK |
| LinkName | Name or alias for clicked link | ||
| LinkURL | Full target URL of clicked link | ||
| ResolvedURL | Personalized URL for clicked link | ||
| RecipientPhone | Phone number associated with the clicked link | ||
| UserAgent | Browser-provided information about the device, OS, browser, and client used when the message was clicked. Salesforce doesn’t guarantee the accuracy or completeness of this data. Use as reference only. | ||
| IndividualID | Unique identifier of recipient | ||
| Undelivered | EventType | Type of event that occurred | UNDELIVERED |
| MessageID | Unique identifier for the originating send | ||
| Message | Message text received | ||
| DeliveryErrorText | Available standard error text | ||
| DeliveryErrorCode | Standard error code mapped to supplier error code |
Sample Use Case
After the events take place, you can use the data captured to create segments for use in sending targeted messages. For example, you can create a segment of unified individuals based on who clicked links from your messages at least three times in the past month. Segment on the EventDateTime value associated with the Open event types, then collect the IndividualID values to determine who receives further messages.
