---
title: "Keyword Response Analytics"
slug: "keyword-response-insights-for-sms-and-mms-performance"
updated: 2026-08-10T14:56:34Z
published: 2026-08-10T14:56:34Z
canonical: "help.csgi.com/keyword-response-insights-for-sms-and-mms-performance"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.csgi.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Keyword Response Analytics

The SMS Performance Dashboard provides visibility into customer keyword responses and common response trends using summary metrics, distribution charts, and a word cloud. The Keyword Responses dashboard provides visibility into recipient keyword interactions with SMS and MMS messages. Use this section to monitor subscription status changes and support-related requests.

> ![Note](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/Note.png?sv=2026-02-06&spr=https&st=2026-10-26T11%3A37%3A39Z&se=2026-10-26T12%3A37%3A39Z&sr=c&sp=r&sig=MWGvpw4KaYkg308%2FAP%2B%2BiFAJFrvwUGDpVsoQFQ%2B00dc%3D)
> 
> All inbound responses, including responses sent as MMS, are processed and reported as SMS responses. As a result, both SMS and MMS replies are reflected only in the SMS Dashboard and are included in Keyword Responses and the Word Cloud.

- On the **SMS Performance** Dashboard select **Keyword Responses** tab.

### Summary Metrics

> ![Note](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/Note.png?sv=2026-02-06&spr=https&st=2026-10-26T11%3A37%3A39Z&se=2026-10-26T12%3A37%3A39Z&sr=c&sp=r&sig=MWGvpw4KaYkg308%2FAP%2B%2BiFAJFrvwUGDpVsoQFQ%2B00dc%3D)
> 
> For compliance and opt-out tracking, STOP and HELP responses are fully captured regardless of reply format.

In the **Summary Metrics** section, review the aggregated response data:

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/Glean_generated_image_75fe63f8ca894bc2a37cfdfa91b4ca8e.png?sv=2026-02-06&spr=https&st=2026-10-26T11%3A37%3A39Z&se=2026-10-26T12%3A37%3A39Z&sr=c&sp=r&sig=MWGvpw4KaYkg308%2FAP%2B%2BiFAJFrvwUGDpVsoQFQ%2B00dc%3D)

- **Total Keyword Responses**: Displays all keyword responses received, including valid and invalid entries. **For example**- 21
- **Total Valid Responses:** Displays responses that match supported keywords. **For example**- 11
- **OPTOUT Responses**: Shows the number of recipients who requested to opt out of messaging. **For example**- 3
- **UNSTOP Responses**: Shows the number of recipients who requested to resume messaging after opting out. **For example**- 3
- **HELP Responses**: Shows the number of recipients who requested assistance or additional information. **For example**- 5

#### Response Rates:

- **Total Valid Response Rate**: Displays percentage of responses with valid keywords. **For example**- 52%

> ![Note](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/Note.png?sv=2026-02-06&spr=https&st=2026-10-26T11%3A37%3A39Z&se=2026-10-26T12%3A37%3A39Z&sr=c&sp=r&sig=MWGvpw4KaYkg308%2FAP%2B%2BiFAJFrvwUGDpVsoQFQ%2B00dc%3D)
> 
> **Response Rate= ( Particular Responses / Total Valid Responses) × 100** **For example**: OPTOUT Response Rate
> 
> - **Total Valid Responses**: 11
> - (Valid responses include UNSTOP, OPTOUT, and HELP.)
> - **OPTOUT Responses**: 3
> - **OPTOUT Response Rate** = (3 ÷ 11) × 100 = 27.27%

- **UNSTOP Response Rate**: 27.27%
- **HELP Response Rate**: 45.45%

### Keyword Response Distribution

- Locate the **Keyword Response Distribution** donut chart.
- Review the breakdown of:
  - **UNSTOP**
  - **HELP**
  - **Others**
  - **OPTOUT**

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/response distribution.jpg?sv=2026-02-06&spr=https&st=2026-10-26T11%3A37%3A39Z&se=2026-10-26T12%3A37%3A39Z&sr=c&sp=r&sig=MWGvpw4KaYkg308%2FAP%2B%2BiFAJFrvwUGDpVsoQFQ%2B00dc%3D)

- **Hover** over any section of the donut chart to view the **total number of responses** associated with that specific keyword category.
- This interaction allows users to quickly identify response volume for each keyword type without leaving the dashboard.

### Word Cloud

> ![Note](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/Note.png?sv=2026-02-06&spr=https&st=2026-10-26T11%3A37%3A39Z&se=2026-10-26T12%3A37%3A39Z&sr=c&sp=r&sig=MWGvpw4KaYkg308%2FAP%2B%2BiFAJFrvwUGDpVsoQFQ%2B00dc%3D)
> 
> The Word Cloud includes valid (in green) and invalid (in orange) keywords.

- Scroll to the **Word Cloud**
- Review the displayed keywords (for example: help, optout, fish, unstop).
- Words are generated from **all inbound message content**
- **Hover** over any keyword to view the **total number of responses** associated with that specific keyword.

### SMS Delivered Activity

- Shows when SMS messages are successfully delivered across different days and times, helping you identify peak engagement windows.

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/sms delivered activity.jpg?sv=2026-02-06&spr=https&st=2026-10-26T11%3A37%3A39Z&se=2026-10-26T12%3A37%3A39Z&sr=c&sp=r&sig=MWGvpw4KaYkg308%2FAP%2B%2BiFAJFrvwUGDpVsoQFQ%2B00dc%3D)

The chart uses a blue heatmap to show SMS delivery volume by day and hour:

- **Light cyan**: few SMS messages delivered, close to 0.
- **Medium blue**: moderate delivery volume.
- **Dark blue**: high delivery volume.
- **Gray**: No data available- not necessarily zero deliveries.
- The number inside each cell is the exact SMS count.

**For example**: The dark-blue cell for Wednesday at 9:00 represents 21 SMS deliveries.

**NOTE:** The XCC Dashboards continue to evolve with the recent addition of a Keyword Response tab and Keyword response word cloud. We continue to iterate on the dashboards adding and enhancing features in each release.