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 campaign's three-dot menu and choose View Report.
The report opens on the Performance tab.
There are two tabs. Performance is the totals, described below. Schedules is the row-by-row detail behind them, one line per guest, and it is the tab to use whenever the question is about one specific guest rather than the campaign as a whole.
What each metric means
Total. The total number of messages the campaign has generated. This is not always the same as Sent plus Failed, because messages that are still queued are counted here too. The Schedules tab shows you what the difference consists of.
Sent. Messages that went out, with a breakdown underneath showing how many went by each channel, so E-mail and WhatsApp are counted separately.
Delivered. Messages the channel confirmed as delivered, also broken down per channel. Delivered is lower than Sent wherever a message left Bookboost and did not arrive.
Failed. Messages Bookboost could not deliver, broken into Hard bounced and Soft bounced underneath. Hard bounces are permanent, usually an address that does not exist. Soft bounces are temporary, such as a full mailbox.
Replies. Guests who replied to the campaign.
Optouts. 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.
DR conversions. Digital Reception form submissions generated by the campaign.
Unique CTR. Unique clicks divided by unique opens, as a percentage.
Unique clicks. Guests who clicked at least one link. Counted once per guest.
Clicks per link. Total clicks each link received, listed per URL. This normally exceeds Unique clicks, because one guest can click the same link several times.
A note on Unique CTR. It is measured against the guests who opened the message, not against everyone the campaign reached, so it answers "of the people who read this, how many acted on it". That is a different question from the click-through rate you may be used to elsewhere, which is usually measured against everyone who received the message. Comparing this figure to a benchmark from another tool will flatter you. See Email marketing metrics explained.
The Marketing dashboard measures its percentages differently again, against Sent. See The Marketing Dashboard.
Filtering by date
The calendar icon above the report opens a Select period dropdown with nine periods: All time, Today, Yesterday, This week, Last week, This month, Last month, This year and Last year. Underneath them, Select custom dates takes a range of your own. Confirm with Apply.
If a report looks emptier than you expected, check this first. A narrow period is the most common reason a Journey appears to have done nothing, and All time is the setting you want when you are chasing a specific guest or an old send.
The Reports screens offer the same nine periods, laid out differently. See Reports overview.
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.
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. A guest can read a message and register no open at all.
No spam complaints here. Marked Spam is not on this report. It appears on the Broadcasts list.
What to do next
If Failed is high, check the contact details on the affected profiles, and use the Schedules tab to see which guests and why. 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.