A support report can overstate success when it gives several events the same name. Keep the observed stage visible so the team knows what actually happened.
What does the sent result establish?
Apple has accepted the message for delivery. That result does not confirm that the customer’s device received or displayed it, or that a person read it.
When a device-delivery or read observation is unavailable, report it as unknown. Do not calculate a read rate from sent messages alone.
What should count as a response?
Count the inbound customer event your integration actually receives. Keep it associated with the business, conversation and relevant original interaction.
A returned picker answer and an incoming text reply can serve different analytical purposes. Define the event before comparing cohorts.
What should count as a conversion?
Your reporting owner must choose the business event that counts, such as a recorded booking or resolved case. They must set the attribution window: how long after a conversation starts the event can count.
Your reporting system must match events to conversations and count each business record once, using its unique identifier. Ignore repeat callbacks for the same booking when calculating conversions.
Message activity explains the path to the result; it does not replace that result.
How do I implement the reporting?
Keep origin, message observations and business events separately identifiable. Investigate the stage where the customer task stopped.
Define the message and outcome measures, then connect the conversation to your application’s records.