Campaign results and customer replies

Read the campaign, then the conversation

Open the original campaign's monitor or report in Bow Chat Panel. Review the audience and recipient records as well as the totals. The campaign keeps the send and engagement history; the shared inbox is where your team handles the resulting customer conversation.

Different states answer different questions

• Sent: the sending attempt progressed through the channel. It is not proof of delivery.
• Delivered: the channel reported delivery. It is not proof of a read or a reply.
• Read: a read event was received. An absent event does not prove the person did not read the message.
• Failed: inspect the recorded reason before deciding what to do next.
• Replied: review the reply and customer context. A reply is not automatically a qualified lead, booking or sale.

Keep the campaign, its audience and reporting period consistent when comparing results. Do not add repeated status events together as if they were different people.

Own the replies

Use the replied-contact list and linked conversation to read what the customer actually asked. Assign the conversation to the responsible agent or team, leave a private handover when needed and complete the next action through the normal inbox workflow.

Check the active inbox and recipient before replying. A new message may need an approved template or another permitted reply path under that channel's rules. An opt-out or block must not trigger an automatic send on another channel.

Handle a failure without duplicating the send

Read the original recipient and message state first. If an acknowledgement was lost or delivery is still pending, do not start a second campaign as a retry. Correct a confirmed permanent input or policy issue before any new approved attempt.

A second channel is a controlled recovery choice, not permission to bypass consent or duplicate a pending message. Integrations should follow the delivery and fallback guide.

Use the campaign report to decide what needs follow-up, and your sales or booking records to verify the business result. See Create a campaign for the setup path.