Message Volume tracks every inbound and outbound message across SMS, email, Messenger, Instagram, and chat - the heartbeat of your communications.
Go to Reports > Messaging & Reviews > Message Volume.
Summary cards: Total Messages, Inbound, Outbound. The volume-by-channel table shows for each channel how many came in, how many went out, and the total.
Use this report to
- Compare workload across channels
- Decide if a channel is worth keeping (very low volume = consider turning it off)
- Spot a sudden spike (a viral post, an outage, a campaign)
- Track whether automation is reducing or increasing manual replies
Pair with Automation Performance to see how much of your outbound is automated vs manual, and Message Activity by Staff to see who's doing the work.