I’m a reporting analyst trying to reconcile our Web Messaging volume. In the ‘Message Performance’ dashboard, I see a total of 1,200 ‘Messages Sent’ for yesterday. However, when I run a raw v2.analytics.conversations.details query and count the message segments where the direction is ‘outbound’, I only get 950.
A 20% difference is huge. Does the ‘Message Performance’ dashboard count things like ‘System Messages’ or ‘Auto-Replies’ (from the flow) that might not be showing up as standard segments in the Analytics detail records?
Yes, they are definitely counting different things. The dashboard is likely including ‘System’ messages (like ‘You are being connected to an agent’) and even ‘Customer-Visible’ events that aren’t technically ‘Conversational Segments’.
If you want a true count of Agent messages, you should look specifically for segments where the participant has an agent role. If you just look at ‘outbound’, you’re probably picking up a mix of everything. The Analytics API is more ‘Literal’, while the Dashboards are more ‘Aggregated’ for executive views.
I’ve seen this in our outbound campaigns too. The dashboards often include ‘Attempted’ messages that failed to deliver (but were technically ‘Sent’ by the system), while the Analytics Detail only shows successful segments.
Check the v2.analytics.messages.aggregates endpoint instead of the detail query. The ‘Aggregates’ endpoint usually aligns better with the pre-built dashboards because it uses the same underlying rollup tables. If the aggregates match the dashboard, then you know the ‘Detail’ query is just being more restrictive about what it considers a ‘Segment’.