ℹ️ This guide covers the Mass Communication messaging system in the Edlio Mobile App (app push, email, text, voice, social). Note: Newsletters is currently a separate feature managed in the CMS website admin — see CMS Newsletters. (A future product update will bring newsletters into Mass Communication; for now they live in the CMS.)
Overview and Management
The "View Messages" feature in the Edlio Mobile App allows you to track, monitor, and analyze all messages sent through the platform. This comprehensive guide covers how to access and interpret message reports, providing insights into delivery performance and recipient engagement.
Accessing Message Reports
Log in to your EdlioApp admin panel at edlioapp.com
2. Navigate to Mass Communication on the dashboard
3. Click View Messages from the Mass Communication dashboard
Understanding the Messages Dashboard
The View Messages dashboard provides an overview of all messages sent through your Mass Communication System:
Search bar - Find specific messages by name, content, or date
Message list - Shows all messages with key information:
Message name
Creator
Status
Send date/time
Action buttons
Pagination controls - Navigate through multiple pages of messages
New Message button - Create a new message directly from this screen
Monthly Totals button - View aggregate messaging statistics
Interpreting Message Status
Each message displays a status indicator:
Draft - Message saved but not yet sent
Scheduled - Message set to send at a future date/time
Sending - Message currently being distributed
Sent - Message successfully delivered
Failed - Message encountered delivery problems
Canceled - Scheduled message canceled before sending
Delivery status reference
When you open a message report, each recipient (and each channel) shows a delivery status. Here is what each status means and what to do about it:
Status | What it means | What to do |
Queued | Accepted by the system, waiting to send. | Wait — large sends take a few minutes. |
Sent | Handed off to the delivery provider. | No action. Delivery confirmation follows. |
Delivered | Confirmed received by the recipient server/device. | No action. |
Bounced | Rejected by the recipient server. Hard bounce = permanent (bad address); soft bounce = temporary (full mailbox, server down). | Check the address for typos. Hard bounces won't retry. |
Dropped | The provider blocked the send before delivery — usually a previously bounced/complained address, or a recipient mail provider (e.g. Yahoo) refusing the message. | This is typically a provider-side block, not something you can fix in the admin. Open an Eddy ticket so support can investigate the specific address/domain. |
Spam / Complaint | Delivered but the recipient marked it as spam, or the provider filtered it. | Ask the recipient to allowlist your sending address. Follow the spam-avoidance tips below. |
Failed | The send did not complete (invalid contact info, content flagged, or a delivery-service error). | Open the detailed report for the specific reason. If it's unclear, route to Eddy. |
🐞 Seeing "Dropped" or "Failed (Dropped)" on Yahoo, AOL, or other addresses? A "Dropped" status means the email provider blocked the message before it reached the inbox — this is a provider-side decision (often tied to a prior bounce, a spam complaint, or stricter sender rules at Yahoo/AOL). It is not something you can fix from the admin. Open an Eddy ticket with the affected address so support can investigate.
To open a ticket: log into your Edlio admin site, click the Eddy chat icon in the bottom-right corner of the dashboard, and describe what you're seeing (include the message name, the channel, and the recipient's email/phone if relevant). Eddy will route you to a support agent.
Viewing Detailed Message Reports
To access detailed information about a specific message:
Locate the message in the list
Click the message name or the view (eye) icon
3. The detailed report includes:
Message overview (name, channels, targets, content)
Send date and time
Delivery statistics by channel
List of recipients
Error details (if applicable)
ℹ️ Persistent delivery problems across a whole domain (e.g. every parent at one district email domain getting "Dropped") can point to email-authentication records. See DNS Overview and DNS FAQs for SPF/DKIM background, then open an Eddy ticket if the records look correct but mail is still dropping.
🐞 Editing a sent or scheduled message and seeing a duplicate, or the Save/Send button not working? Editing an already-sent message can create a duplicate, and the Save option may not appear when editing a scheduled message. These are known issues — do not keep retrying. Open an Eddy ticket and support will correct the affected message.
To open a ticket: log into your Edlio admin site, click the Eddy chat icon in the bottom-right corner of the dashboard, and describe what you're seeing (include the message name, the channel, and the recipient's email/phone if relevant). Eddy will route you to a support agent.
Working with Message Reports
Key actions you can take with messages:
View details - Click on the message name or view icon
Duplicate - Use the copy icon to create a new message based on an existing one
Delete - Remove a message from the system (this does not recall sent messages)
Cancel - Stop a scheduled message from sending (only available for scheduled messages)
Export - Download delivery data as a CSV file (if available)
Monthly Totals Report
The Monthly Totals feature provides aggregate messaging statistics:
Click the Monthly Totals button on the View Messages screen
2. Select a date range or choose a pre-defined period
3. View usage statistics:
Total messages sent
Breakdown by channel (App, Email, Text, Voice, Social)
Success and failure rates
Advanced Features & Tips
Analyzing Delivery Performance
Get deeper insights into your messaging effectiveness:
Channel comparison:
Compare delivery rates across different channels
Identify which channels perform best for your audience
Adjust your channel strategy based on performance data
Customizing Report Views
Tailor the View Messages display to your needs:
Filtering:
Use the search bar to filter by message name, sender, or status
Filter by date range to focus on specific time periods
Filter by channel to see only messages sent through certain methods
Sorting:
Click column headers to sort the message list
Sort by send date to see newest or oldest messages
Sort by status to group messages by their current state
Display customization (if available):
Adjust the number of messages shown per page
Configure which columns appear in the message list
Save your preferred view settings
Interpreting Delivery Metrics
Understand what the numbers mean:
Delivery rate:
Percentage of messages successfully sent to recipients
Calculation: (Delivered messages ÷ Total attempted) × 100
Industry benchmark: 95%+ is considered good
Bounce rate (for email):
Percentage of messages that couldn't be delivered
Types: Hard bounces (permanent issues) vs. Soft bounces (temporary issues)
Industry benchmark: Under 2% is considered good
Exporting and Analyzing Data
Extract report data for further analysis:
CSV export:
Click the "Export" button on detailed message reports
Choose which data to include in the export
Download the CSV file to your computer
External analysis:
Import CSV data into spreadsheet software
Create custom visualizations and graphs
Perform trend analysis over time