The Error dashboard shows you which messages failed and why. It breaks down failed messages by error type, channel, and account so you can quickly identify the source of a problem and take action.
Beta notice: Message Analytics is currently in beta. Features and data presentation may change before general availability.
Explanations
What counts as an error in Message Analytics?
An error is any message that was submitted to the CM.com platform but did not result in a successful delivery. This includes:
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Messages rejected at submission (e.g. invalid destination, blocked by Safeguard rules)
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Messages that failed during routing (e.g. no viable route)
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Messages that received a failed delivery receipt from the operator (e.g.
UNDELIVERABLE,EXPIRED) -
Messages with no delivery receipt within the timeout window
What breakdown dimensions does the Error dashboard support?
You can break down error data by:
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Channel — see which channels are generating the most failures
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Account — if your structure includes sub-accounts, isolate errors per account to determine whether a problem is account-specific or platform-wide
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Error type / error code — identify the specific failure reason driving the most volume
How is the Error dashboard different from the Delivery dashboard?
The Delivery dashboard gives you a rate-based view of delivery health — what percentage is succeeding. The Error dashboard goes deeper into what is failing and why. Use both together: the Delivery dashboard to spot that a problem exists, the Error dashboard to diagnose the specific error driving it.
Can I use the Error dashboard for real-time triage?
The Error dashboard is not a real-time tool — there is a processing delay between message events and their appearance in the data. For immediate message-level investigation, use the Messaging Logging tools, which provide individual message records and delivery statuses.
Configurations
How do I filter errors to a specific channel?
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Open Message Insights and navigate to the Error dashboard.
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In the filter bar, set Channel to the channel you want to investigate (e.g. SMS, WhatsApp Business).
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The dashboard updates to show only errors for that channel across all other active filters.
How do I break down errors by account?
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On the Error dashboard, locate the breakdown selector.
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Choose Account as the breakdown dimension.
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The chart and table show error counts per account. This is particularly useful if you manage multiple sub-accounts and need to determine whether an error spike is isolated to one account or affects all of them.
The Account breakdown is only meaningful if your CM.com setup includes multiple sub-accounts. If you operate a single account, this dimension will show only one series.
Examples
Example 1: Diagnosing a spike in failed SMS messages
On 22 April 2026, your delivery rate drops sharply for SMS traffic to India. You open the Error dashboard, filter by channel: SMS and country: India, and set the time period to 20–23 April 2026. The breakdown by error type shows the majority of failures carry an EXPIRED status, indicating messages are entering operator queues but expiring before delivery. You escalate this to CM.com support with the error breakdown as evidence.
Example 2: Isolating errors to a single sub-account
Your operations team reports errors across multiple accounts. You open the Error dashboard and set the breakdown to Account. The chart immediately shows that 90% of errors are concentrated in one sub-account. You filter to that account, identify the error types, and trace the issue to a misconfigured sender ID on that account rather than a platform-wide problem.
Example 3: Validating error reduction after a routing fix
CM.com support resolves a routing issue on a specific operator in Brazil on 10 April 2026. You want to confirm the fix is working. You open the Error dashboard, filter by country: Brazil, and set the time period to 8–14 April 2026 so you can compare the days before and after the fix. The table view confirms that errors for the affected error code dropped to near zero from 10 April onwards.