Inbox message metrics
UpdatedInbox messages follow similar delivery patterns to regular in-app messages: a message is sent, but it isn’t displayed until the recipient returns to your website or app and opens the inbox.
Unlike other channels, inbox messages aren’t “delivered” in the traditional sense. A message counts as delivered and opened when the recipient opens the inbox and sees it—so the time between sending a message and its open depends on your audience’s behavior.
How these events are reported depends on how you set up your inbox:
- Visual inbox: Customer.io renders the inbox and reports opens, clicks, and deletes automatically.
- Build your own inbox: you report opens and clicks yourself with the SDK. See report metrics.
flowchart LR
a(Send inbox message)
a-->b{Is the recipient on
your website or app?} b-.->|no, wait until they return|b b-->|yes|c{Did they open
the inbox?} c-->|yes|d(Message is displayed and
reported as delivered + opened) c-.->|no|e{Is the message expired?} e-->|no, wait for the user
to open the inbox|c e-..->|yes|i(Message expires and
is removed from the inbox)
your website or app?} b-.->|no, wait until they return|b b-->|yes|c{Did they open
the inbox?} c-->|yes|d(Message is displayed and
reported as delivered + opened) c-.->|no|e{Is the message expired?} e-->|no, wait for the user
to open the inbox|c e-..->|yes|i(Message expires and
is removed from the inbox)
Available metrics
Like other in-app messages, inbox messages report the following metrics. The delivered metric is reported together with opened, because an inbox message isn’t “delivered” independently of being seen (as it might be for email).
| Metric | Reported when | Description |
|---|---|---|
sent | Customer.io sends the message | The message was sent. |
delivered | The recipient opens the message in the inbox | The message reached the recipient. Reported together with opened. |
opened | The recipient opens the message | The recipient saw the message in their inbox. |
clicked | The recipient clicks a link or button | The recipient clicked the message. |
failed | Customer.io can’t send the message | We couldn’t send the message—typically a liquidA syntax that supports variables, letting you personalize messages for your audience. For example, if you want to reference a person’s first name, you might use the variable {{customer.first_name}}. rendering issue. |
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