Objective
This article shows you where Messaging Insights reports your opt-out rate, spam complaints and filtered messages, and how to see which of your senders is attracting them, so you can protect the reputation of your messaging traffic.
Product
Programmable Messaging
Environment
Twilio Console
Procedure
- In the Twilio Console, select Communications in the left sidebar.
- Select Messaging, then Insights.
- Select the Trust and Compliance tab.
- In the Compliance section, read the three summary cards, each shown as a percentage of your successfully sent outgoing messages:
- Opt-out Rate
- Spam complaints
- Message filtered
- Review the Opt-outs and Spam Complaints chart to see which sending numbers the opt-outs and complaints came from — each sender appears as its own bar.
- Review the Opt-out and other responses chart to see inbound replies split into Opt-out, Opt-in, Help and Other. Use the chart types control to switch between a column, line or pie presentation.
- Review the Spam Complaints chart for the trend over time. Its description reports the running total, for example "Spam Complaints: 10". The card includes a "How do spam complaints work?" explanation.
Additional Information
- The rates are calculated against your successfully sent outgoing messages for the selected window, so changing the date range changes the denominator as well as the counts.
- All three charts respond to the date range and the other filters at the top of the page.
- When there is no matching traffic, a card shows No Results Found. If the data behind a card cannot be loaded, that card shows Something went wrong while the remaining charts keep rendering their own data.
- The tab also surfaces a "Did you know about Compliance Toolkit?" card with a Learn how to use Compliance Toolkit link.
- The Opt-out and other responses chart can also be read as a table, with a row per date and a column for each response type.
This content was generated by AI and reviewed, edited, and verified by a human.