Delivery Rate 0% for Custom Channel Text Message

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Posted on by Reshween Jagjit

Hi all,

I have a client who is using Sinch Message Media as their text message provider. We have set it up as a custom channel and been testing sending text messages. The issue that I am finding is that it is showing 0 text messages Delivered and 0% Delivery Rate even on text messages that are being received by the intended audience (there are clicks registered).

I checked this against another client who is using Twilio, which is already integrated into CIJ, and their text message journeys show a proper number for delivery rate and delivered.

Is the 0% delivery rate because it's a custom channel? And if so, is there a solution to getting a number for delivered and delivery rate?

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Erin Lubben 66 on at

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Delivery Rate 0% for Custom Channel Text Message

The 0% delivery rate is expected behavior for custom channels in Customer Insights Journeys. The built-in analytics only track delivery when using native providers (like Twilio) because they receive delivery confirmations directly. For custom channels, CIJ doesn’t automatically know the final delivery status unless you implement the Delivery Status API.

Why it shows 0%

Outbound messages are counted, but delivery metrics require asynchronous updates from your external provider.

If your custom channel only calls the outbound API and not the delivery status endpoint, CIJ assumes no messages were delivered.

Solution

After sending the message via Sinch, configure your system to call the Delivery Status API in CIJ when you receive delivery or failure events from Sinch.

Pass the original messageId and status (delivered or failed) so CIJ can update analytics.

Without this step, delivery rate will remain 0% for custom channels.

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