Campaign Delivery Reports and Tracking

10-15 minutes

Tutorial 19.5: Campaign Delivery Reports and Tracking

Introduction

After sending a campaign, you need to know how it performed. Did every message get delivered? Were some messages held back because customers were missing contact details? Did any fail because customers opted out or due to technical issues? Luminate's delivery report gives you a complete breakdown of what happened with every single message — so you can measure success, identify issues, and improve future campaigns.

Who this is for: Salon owners, admins, and managers who have sent marketing campaigns.

What you'll learn:

How to read campaign statistics (total, sent, failed, suppressed)
How to access and navigate the delivery report
What each send status means and why it occurs
How to filter and sort the delivery report
How to troubleshoot common delivery issues
How to reuse successful campaigns

Time to complete: 10-15 minutes

Prerequisites

Before you begin, make sure you have:

At least one campaign that has been sent or is currently sending (see Tutorial 19.3 for sending campaigns)
Familiarity with the campaign detail page (see Tutorial 19.1)

Step-by-Step Instructions

Step 1: View Campaign Statistics

After a campaign has been sent (or while it's still sending), its statistics are visible in two places:

On the Campaigns index page:

The Results column shows a summary: "X sent" (in green), and if applicable, "X failed" (in red) and "X queued" (in muted text)

On the campaign detail page:

Go to the Campaigns page and click on a sent campaign
At the top, you'll see four statistics cards:
- Total — the total number of recipients the campaign was sent to
- Sent — the number of messages successfully delivered, with a delivery rate percentage below (e.g., "95% delivery rate")
- Failed — the number of messages that could not be delivered (including customer opt-outs and technical delivery errors)
- Suppressed — the number of messages that were not sent because the customer was missing contact information or a system setting prevented sending

The delivery rate is calculated as: Sent ÷ (Sent + Failed + Suppressed) × 100.

Step 2: Access the Delivery Report

On the campaign detail page, click the View Report button (available for campaigns with status Sent, Sending, or Queued)
You'll be taken to the Delivery Report page, which shows the same four statistics cards at the top (Total, Sent, Failed, Suppressed) plus a detailed table of every individual send. Note that the delivery rate percentage is only shown on the campaign detail page, not on the report page

Step 3: Understand Send Statuses

Each message in the delivery report has one of four statuses:

Status	What It Means	When It Happens
Sent	The message was successfully delivered to the customer	The notification system confirmed delivery
Suppressed	The message was held back before sending	The customer is missing contact information, or a system setting prevented sending (e.g., demo mode, messaging paused)
Failed	The message could not be delivered	The customer opted out of marketing, or a technical delivery error occurred (e.g., invalid email address, provider issue)
Queued	The message is still waiting to be processed	The campaign is still sending — this status will change to one of the above

Step 4: Read the Delivery Report Table

The delivery report table shows one row per recipient with the following columns:

Column	What It Shows
Customer	The customer's name (clickable link to their profile)
Email or Phone	The customer's email address (for email campaigns) or phone number (for SMS campaigns)
Status	The send status badge (Sent, Failed, Suppressed, or Queued)
Sent At	The date and time the message was sent (or "-" if not yet sent)
Failure Reason	The reason for failure or suppression (or "-" if sent successfully)

You can sort the table by clicking on the Customer, Status, or Sent At column headers.

Step 5: Filter the Delivery Report

To focus on specific results, use the status filter dropdown above the table:

Click the Status dropdown (defaults to "All Statuses")
Choose a status to filter by:
- All Statuses — shows every send record
- Sent — only successfully delivered messages
- Failed — only messages that encountered errors
- Suppressed — only messages that were intentionally held back
- Queued — only messages still waiting to be processed

This is particularly useful for large campaigns where you want to quickly identify and address failures or suppressions.

Step 6: Understand Common Suppression Reasons

When a message is suppressed, the Failure Reason column explains why. Here are the most common reasons:

Reason	What It Means	What to Do
No email address on file / No sms address on file	The customer's profile is missing the required contact information	Update their profile with the correct email or phone number (see Tutorial 3.3)
Demo mode	Your salon is in demo mode, which doesn't send real messages	Switch to a live account to send actual campaigns
Automated messaging paused	Your salon has paused automated messaging in settings	Check your salon notification settings
SMS notifications disabled during trial	SMS sending is restricted during the trial period	Upgrade your plan or contact support at hello@luminate.salon

Step 7: Troubleshoot Failed Messages

Messages with a Failed status indicate the message was not delivered. The Failure Reason column explains why. Common reasons include:

Reason	What It Means	What to Do
Customer opted out of marketing email / Customer opted out of marketing sms	The customer has disabled marketing notifications for this channel	Respect their preference — do not re-enable without their consent
Invalid email address	The address may have a typo or no longer exist	Update the customer's profile with a valid email address
Provider issues	A temporary problem with the email or SMS delivery service	If it appears to be a temporary issue, you can duplicate the campaign and resend to the affected customers
Delivery bounces	The recipient's mail server rejected the message	Verify the customer's email address is correct and active

For failed messages:

Check the Failure Reason column for details
If the reason is a customer opt-out, respect their preference — these customers have chosen not to receive marketing messages
If it's an invalid contact detail, update the customer's profile
If it appears to be a temporary provider issue, you can duplicate the campaign and resend to the affected customers

Step 8: Duplicate a Successful Campaign

If a campaign performed well and you want to run a similar one:

Go to the campaign detail page (not the report page)
Click the Clone button (available for Sent campaigns)
Confirm in the dialog — a new draft is created with the same content and audience filters
Edit the new draft as needed (update the name, message, or filters)
Send or schedule the new campaign

This is the quickest way to reuse a proven campaign structure. See Tutorial 19.3 for more details on the duplication process.

Common Pitfalls

"My delivery rate seems low — lots of messages failed or were suppressed"

A high failure or suppression rate usually means many of your targeted customers haven't opted in to marketing communications, or are missing contact information. Filter the report by Failed to check for "Customer opted out" reasons, and by Suppressed to check for missing contact details. Review your segment filters to ensure the marketing consent filter is included (see Tutorial 19.2). You can also encourage customers to update their preferences.

"All messages show as 'Queued' even though I sent the campaign a while ago"

Large campaigns take time to process as messages are sent individually. If messages remain queued for an unusually long time, there may be a queue processing delay. Check back after a few minutes. If the issue persists, contact support.

"I can't find the View Report button"

The View Report button only appears for campaigns with a status of Sent, Sending, or Queued. Draft and Scheduled campaigns don't have delivery reports because no messages have been dispatched yet.

"The failure reason is cut off in the table"

Failure reasons may be truncated in the table column. Hover over the text to see the full reason, or widen your browser window.

Tips and Best Practices

Check your delivery report after every campaign — don't just send and forget. Review the results to understand what worked and what didn't
Monitor failure and suppression rates — if a large percentage of messages are failed or suppressed, review your audience filters and ensure you're targeting customers who have marketing consent and valid contact details
Act on failures — if customers have invalid email addresses or phone numbers, update their profiles. This improves delivery rates for future campaigns
Use reports to refine your audience — if certain types of customers consistently receive your campaigns, consider creating targeted segments that focus on engaged customers
Compare campaigns over time — look at delivery rates across multiple campaigns to spot trends. A declining delivery rate might mean your contact data needs updating
Duplicate successful campaigns — when a campaign has a high delivery rate and good results, clone it as a starting point for future campaigns

Frequently Asked Questions

What's a good delivery rate?

A delivery rate of 90% or above is typical for well-maintained customer lists with proper consent management. If your rate is consistently below this, review your customer data for missing or outdated contact information and ensure you're using the marketing consent filter.

Can I resend a campaign to customers who didn't receive it?

Not directly — you can't resend the same campaign. However, you can duplicate the campaign and adjust the audience filters to target the specific group that was missed. For example, if messages failed due to temporary issues, create a new campaign targeting those customers.

How long do delivery reports stay available?

Delivery reports are stored permanently and can be accessed at any time from the campaign detail page. Your full campaign history is preserved.

Can I export the delivery report?

The delivery report is currently viewable within Luminate. For record-keeping, you can use your browser's print function to save the report as a PDF.

Why does my campaign show "Sending" but some messages are already "Sent"?

The campaign status shows the overall state. Individual messages are processed one by one — so the campaign status remains "Sending" until the very last message has been processed, even though earlier messages have already been delivered. Once every message has been processed, the status changes to "Sent".

What's the difference between "Failed" and "Suppressed"?

Suppressed messages were held back before being sent because the customer was missing contact information or a system-level setting prevented sending (e.g., demo mode, messaging paused). Failed messages could not be delivered — either because the customer opted out of marketing communications or due to a technical error (e.g., invalid email address, provider issue). Check the Failure Reason column to understand the specific cause for each message.

Last Updated: February 2026