Read consent analytics
What each consent metric and breakdown means, and how to export a report.
The Consent tab opens with Consent Analytics: counts for each consent status, how your consent cards perform, and breakdowns by source and opt-out reason. Use it to see which channels bring in opt-ins and why people opt out.
Overview
| Metric | What it counts |
|---|---|
| Opted in | Contacts who agreed to receive messages. |
| Opted out | Contacts who declined or asked to stop. |
| Pending response | Contacts who received a consent card and have not answered. |
| No card sent | Contacts who have never been sent a consent card. |
Consent card performance
- Card response rate: the share of sent cards that got an answer, yes or no. The number in brackets is the count.
- Avg time to respond: how long contacts take to answer a card, on average.
- Opt-in rate and Opt-out rate: answers of each kind as a share of cards sent.
Consent metrics
- Consent cards sent: every contact who has been sent a card (opted in, opted out or pending).
- No response (timeout): cards that are still waiting for an answer.
- Re-consent requests: requests made to contacts to give consent again.
Consent breakdown
- Opt-in by source: opted-in contacts split by Chat Inbox, Bot, CTWA and Import, largest first.
- Opt-out reasons: the share of opt-outs from the 'No thanks' button, a Keyword (STOP / UNSUBSCRIBE), or Marked spam or blocked.
- Consent status distribution: a donut chart of all contacts across Opted in, Opted out, Pending and Unknown.
Export and refresh
Select Export report to download the consent report, and Refresh to reload the figures. If your plan does not include downloadable consent reports, the export button is disabled and a tooltip tells you which plan you need.
Common questions
Why do the rates not add up to 100%?
Opt-in and opt-out rates are shares of cards sent. Cards still waiting for an answer make up the rest.
Do contacts with no card count in the rates?
No. No card sent contacts appear in the overview and the distribution chart, but not in card performance.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.