Provider Reporting
Outreach tracks delivery for the run in front of you, in near real-time. It does not aggregate across runs, campaigns or time periods, and it does not hold the provider-side event detail behind a failure. For those, go to the delivery provider's own console: Twilio for SMS and SendGrid for email.
What Outreach Covers
Whatever the channel, the run detail view gives you:
- Message statuses: the current state of every message, updated as delivery progresses
- Progress panel: message counts grouped by status
- Filtering and search: narrow the messages table by status or failure reason
- CSV export: download all messages, or just the filtered set, with statuses and failure reasons
That is enough to answer "how did this run go" and "which recipients failed, and why". See Monitoring and Messages.
Go to the provider when the question is broader than one run:
| Need | Where to look |
|---|---|
| Check the status of individual messages | Outreach run view |
| Export message data for a specific run | Outreach CSV export |
| Analyse delivery trends over time | Twilio Messaging Insights / SendGrid Statistics |
| Investigate why one message failed, in provider detail | Twilio Delivery and Errors / SendGrid Email Activity Feed |
| Compare performance across campaigns or time periods | Twilio Messaging Insights / SendGrid Statistics |
| Review opt-out and response patterns | Twilio Responses dashboard / SendGrid Global Statistics |
Provider consoles are reached with your own Twilio or SendGrid credentials, not through Outreach. The account is the one an Org Admin connected in Settings.
SMS: Twilio Messaging Insights
Twilio Messaging Insights is available in the Twilio Console under Monitor > Insights > Messaging. It provides several dashboards:
- Overview: a high-level view of incoming and outgoing messages, including delivery rates, error counts, and overall volume.
- Delivery and Errors: delivery status breakdowns over time, error code analysis to pinpoint common failure reasons, and undelivered/failed rate trends.
- Responses: inbound messages from recipients, including opt-out responses such as STOP replies.
Data can be filtered by time range, carrier, country, delivery status, Messaging Service, and error code — which is how you separate a carrier-wide problem from a problem with your content or your list.
To get started, log in to the Twilio Console and navigate to Monitor > Insights > Messaging. For full documentation, see Twilio Messaging Insights Dashboards.
Email: SendGrid Analytics
The SendGrid dashboard provides two complementary reporting tools.
The Email Activity Feed, under Activity, is a searchable, filterable log of individual email events. Use it to examine the sequence of events for a specific message (processed, delivered, opened, bounced, and so on), search by recipient, subject line, or event type, diagnose delivery problems for one message, and download event data as CSV.
The Statistics dashboards aggregate that data:
- Global Statistics: overall delivery, open, click, bounce, and unsubscribe rates
- Category Statistics: performance broken down by custom category
- Geographical Analytics: engagement rates by recipient region
- Email Clients and Devices: which clients and devices recipients open email on
- Mailbox Provider Statistics: delivery and engagement by provider, such as Gmail, Outlook, or Yahoo
- Browser Statistics: click and engagement data by web browser
To get started, log in to the SendGrid dashboard and open Activity for the feed or Statistics for the aggregated dashboards. For full documentation, see the SendGrid Email Activity Feed and SendGrid Statistics Overview guides.
Related Guidance
- Monitoring and Messages. In-platform run tracking
- Campaign and Message Statuses. What each message status means
- SMS Configuration. Twilio setup for Outreach
- Email Configuration. SendGrid setup for Outreach