Every Journey has a Reports tab showing what happened to the messages it sent: how many guests it targeted, how many were reached, who opened and clicked, and who opted out. If a Journey looks like it is not working, this is where you find out whether the problem is the message or the contact details.
Opening a Journey report
Go to the Journey section.
Open the Journey you want to look at.
Select the Reports tab.
What each metric means
Audience. Total number of guests targeted.
Sent. Number of guests the system attempted to contact.
Delivered. Sent minus Failed. Where the channel does not report back, this shows "data not found".
Failed. Guests with incorrect or missing contact details.
Replies. Guests who replied to the Journey.
Opt-outs. Guests who withdrew consent to receive further messages.
Unique Opens. Guests who opened the message. Counted once per guest, however many times they open it.
Unique Clicks. Guests who clicked at least one link. Counted once per guest.
Unique CTR. Unique Clicks divided by Unique Opens, as a percentage.
DR Conversion. Form submissions generated by the Journey.
Clicks per Link. Total clicks each link received. This normally exceeds Unique Clicks, because one guest can click the same link several times.
For a fuller explanation of the email metrics, including soft and hard bounces, see Email marketing metrics explained.
Filtering by date
Use the time filters above the report to narrow it to a period, for example last month.
What this does not do
It cannot fix bad contact details. A high Failed count means incorrect or missing phone numbers and email addresses, not a problem with the Journey itself.
Delivery to the guest is not guaranteed. Bookboost is responsible for delivering the message to the channel. If a guest has blocked SMS, WhatsApp, or email from the hotel, or their email domain blocks the message, it will not arrive. As of July 2025 Bookboost's sending domain is not on any blacklist.
Opens are not exact. Open tracking depends on the guest's email client loading images, so treat Unique Opens as an indication rather than a precise count.
What to do next
If Failed is high, check the contact details on the affected profiles. If Opens are high but Clicks are low, the message is landing but the call to action is not working. For Broadcast campaigns, see Broadcast reports.
Getting help
Open Talk to Us in the left menu of the platform, or email support@bookboost.io.