> For the complete documentation index, see [llms.txt](https://docs.moregoodreviews.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.moregoodreviews.com/platform/projects/messages.md).

# Messages

Messages are the emails and SMS you send to customers to request reviews. Every request and reminder from your project appears here. You can see what was sent, when it was scheduled or delivered, and whether customers opened or clicked through. Messages also appear on each customer's profile so you can see the full history for one person.

### Where to Find Messages

**Project view** – Click **Messages** in the sidebar. You'll see all messages across your project, with summary stats at the top and a filterable table below.

**Customer view** – Open a customer's profile and scroll to the **Messages** section. You'll see only that customer's messages, grouped by request or in a flat list.

***

### Project Messages Page

The project Messages page shows every review request and reminder sent from your project. At the top, you'll see four summary numbers: **Sent**, **Opened**, **Clicked**, and **Failed**. Each number is a link—click it to filter the table to that status.

#### Filters

Use the toolbar to narrow what you see:

* **Search** – Search by customer name or other text.
* **Location** – If you have multiple locations, filter to one or leave as "All".
* **Channel** – Email, SMS, or both.
* **Template** – Request, Reminder, Thanks (positive), or Thanks (negative).
* **Status** – Scheduled, Sent, Opened, Clicked, Failed, or Complained.
* **Sort** – By date sent, date scheduled, date opened, or date clicked.

#### The Table

Each row is one message. You'll see:

* **Customer** – Name and avatar. Click the row to go to that customer's profile.
* **Channel** – Email or SMS.
* **Template** – The type of message (request, reminder, thanks).
* **Scheduled / Sent** – When it was scheduled or when it was actually sent.
* **Sent** – Whether the message was delivered.
* **Opened** – Whether the customer opened it (email only).
* **Clicked** – Whether the customer clicked through to leave a review.
* **Failed** – Whether the message failed to send, with a reason if available.

Click a row to open the customer's profile. The page scrolls to that message so you can see it in context with their other messages and reviews.

#### Bulk Actions

Select one or more messages using the checkboxes. When you have messages selected, a **Select bulk action** menu appears. You can **Cancel unsent messages** for all selected rows. This only works for messages that haven't been sent yet.

{% hint style="info" %}
Messages are created automatically when your request strategy runs. To schedule messages for a customer, send them a review request from their profile. See [Request Strategy](/platform/request-strategy.md) for how requests are triggered.
{% endhint %}

***

### Customer Messages Section

On a customer's profile, the **Messages** section shows every message sent to that customer. If they have messages, you can switch between two views:

* **Grouped by request** – Messages are grouped by review request. Each group shows "Request #1", "Request #2", and so on, with the messages for that request listed below.
* **List** – A flat list of all messages in one table.

If the customer has no messages yet, you'll see a notice: *Request a review to schedule messages.* Send a manual request from the customer's page to get started.

#### Per-Message Actions

Each message row has an **Actions** menu. What you can do depends on the message status:

* **Cancel message** – For unsent messages only. Stops the message from being sent. You can optionally cancel all unsent messages in that request.
* **Reschedule message** – For canceled messages only. Pick a new date and time to send it.
* **Copy UUID** – Copy the message identifier to your clipboard.
* **Delete message** – Remove the message from the list. This does not undo a sent message; it only removes the record from your view.

{% hint style="warning" %}
Deleting a message is permanent. Use cancel or reschedule if you want to change when a message goes out instead.
{% endhint %}

#### Canceled Messages

When a message is canceled, it stays in the message history. It is not deleted and does not disappear from the list.

On a customer's profile, canceled rows are easy to spot:

* The entire row appears **faded**
* The **Scheduled / Sent** column shows a ban icon, the original date, and the word **canceled**
* The **Sent**, **Opened**, **Clicked**, and **Failed** columns stay empty, because the message was never delivered

This is what you will see when MGR automatically cancels pending reminders after a customer opens your review page or leaves a review. You can also cancel messages yourself from the **Actions** menu.

On the project **Messages** page, canceled messages remain in the table but do not show a distinct canceled label. To find them, open the date range filter and choose **Date Canceled** as the date type. The summary stats at the top (Sent, Opened, Clicked, Failed) do not include canceled messages.

***

### Message Statuses

| Status         | Meaning                                                                                                                                                        |
| -------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Scheduled**  | The message is queued and will be sent at the scheduled time.                                                                                                  |
| **Sent**       | The message was delivered.                                                                                                                                     |
| **Opened**     | The customer opened the email (email only).                                                                                                                    |
| **Clicked**    | The customer clicked the link to leave a review.                                                                                                               |
| **Failed**     | The message could not be delivered. A reason may be shown.                                                                                                     |
| **Complained** | The customer marked the message as spam or complained.                                                                                                         |
| **Canceled**   | The message was scheduled but will not be sent. Visible on customer profiles as a faded row with a **canceled** label. You can reschedule it from **Actions**. |

***

### How Open and Click Tracking Works

MGR tracks two things after a message goes out: whether the customer **opened** it and whether they **clicked** the link to leave a review. Tracking is always on. There is nothing to set up or turn on.

#### Open Tracking

Open tracking works for email only. SMS messages cannot be tracked for opens.

Each email includes a tiny invisible image. When the customer's email app loads that image, MGR records the message as **Opened**. A message is only marked opened the first time. Later opens do not change the count.

Because open tracking relies on that image, the numbers are a close estimate rather than an exact count:

* If a customer's email app blocks images, their open may not be counted even though they read the message.
* Some email apps load images automatically or scan messages before delivery. To avoid counting those as real opens, MGR ignores any open that happens within 3 seconds of the message being delivered.

#### Click Tracking

Click tracking works for both email and SMS. The review link in every message is unique to that message. When the customer taps or clicks it, MGR records the message as **Clicked** and then sends them straight to your review page (or your custom link, if you set one on the template).

* A message is only marked clicked the first time. Later clicks do not change the count.
* Automated security and spam scanners sometimes open links before the customer does. MGR ignores these so your click numbers stay accurate. It also ignores any click that happens within 5 seconds of the message being delivered.
* A click also counts as an open, since the customer had to open the message to click the link.

{% hint style="info" %}
Because a click is your strongest signal that a customer is leaving a review, MGR automatically cancels any pending reminders for that customer once they click. There is no reason to keep nudging someone who already followed through.
{% endhint %}

***

### Tips

{% hint style="info" %}
Use the **Clicked** stat and filter to see which messages led to reviews. These are your most effective messages.
{% endhint %}

{% hint style="success" %}
If a message failed, check the failure reason. Common causes include invalid email addresses, unsubscribed customers, or SMS delivery issues. Fix the underlying issue (e.g., update the customer's contact info) before resending.
{% endhint %}

{% hint style="info" %}
When a customer opens your review page or leaves a review, pending reminders are canceled automatically. On their profile, those messages stay in the list as faded rows labeled **canceled**. See [Request Strategy](/platform/request-strategy.md) for the full picture.
{% endhint %}