Objective
This article helps you drill from your Twilio Health Score for Messaging into the specific errors and performance metrics that are pulling each category down, so you can act on the highest-impact problem first.
Product
Programmable Messaging
Environment
Twilio Console
Procedure
- In the Twilio Console, select Communications in the left sidebar.
- Select Messaging, then Insights.
- Select the Overview tab.
- Below the score card, review the five category scores: Sent rate, Compliance, Fraud, Latency and Engagement. Each shows its own score, a status and a trend arrow. The lowest-scoring category is selected for you when the page loads.
- Select a category to see its detail. Hover the category to open a tooltip explaining what it measures, with a Learn more about <category> issues link.
- When the category has contributors, a Top issues for <category> card appears. For an error contributor it names the number of affected messages, the error code and the error description — for example, "509 messages with Error 21624". For a performance metric it shows the measured percentage against the metric's label.
- Hover the issue text to open a tooltip with more detail about the error or metric.
- Use the card actions to investigate:
- View error details opens the Delivery and Errors tab pre-filtered to that error code.
- View message log opens the list of affected messages.
- For performance metrics, the card links to the relevant Insights tab instead, and may offer View <count> messages.
- Select All <category> errors at the bottom of the card to open Delivery and Errors filtered to every error code that counts towards that category.
Additional Information
- When a category has no contributing issues, the card reads "You've got the perfect score for <category>!" instead of listing issues.
- If a metric has no traffic in the evaluation window, the card reads "No traffic detected for <metric>, scored using platform median" — the category was scored against the platform median rather than your own traffic.
- Category scores and issues respect the sub-account filter at the top of the Overview tab.
- Some issues include a recommendation with a suggested next step. See "How do I give feedback on a Messaging Insights recommendation?".
- If the category scores cannot be loaded, the page shows "Unable to load category scores. Please try again later."
This content was generated by AI and reviewed, edited, and verified by a human.