Your campaign is live and you want to know whether it is working. Every engagement campaign records what happened on its own Reports page. Nothing to switch on — the recording starts the moment the campaign is published.
Where to find them
Go to Marketing → Engagement → Banners, Chat messages, Surveys or Tours. Every campaign's card in the list has a Reports button, and the same button sits at the top of the campaign editor — either way opens that campaign's own report. Each report covers that one campaign.
For a quick summary across types, the dashboard Overview page carries an Engagement (7d) card: one line each for banners, chat messages and surveys, showing how many times the type was shown to visitors in the last 7 days, how many of those ended in a click or an answer, and the resulting rate. It also lists up to three surveys that collected answers in that window, the busiest first, each with a Review link straight to their responses; when more surveys collected answers, a +N more link opens the full survey list. Treat it as a headline figure — the per-campaign reports below are still where the detail lives.
What each campaign type shows
| Campaign type | Tabs |
|---|---|
| Banners | Successfully sent · Failed to send · Waiting to be sent · Clicked |
| Chat messages | Successfully sent · Failed to send · Waiting to be sent · Clicked |
| Surveys | Successfully sent · Failed to send · Waiting to be sent · Responses |
| Tours | Successfully sent · Failed to send · Waiting to be sent |
Tours have three tabs, not four. There is no completion figure and no per-step drop-off anywhere in Yaplet — the report tells you what was delivered, not how far people got.
What each tab means
- Successfully sent — the campaign fired and reached the visitor. One row per delivery.
- Failed to send — it was queued but never delivered, with the reason in an Error column.
- Waiting to be sent — queued right now, waiting for its delay or its time-on-page condition.
- Clicked (banners and chat messages) — the visitor acted on it. A Duration column shows how long they took.
- Responses (surveys) — one row per submitted answer.
Every tab is a list of individual events with a date range picker above it, defaulting to the last 24 hours. There are no totals, percentages or charts on this page, and no download button — read the rows, or count them. The headline figures live somewhere else, on the campaign's card in the list.
The headline figures on the list
You do not need to open a report to see whether a campaign is working. Every banner, chat message, survey and tour card carries one line covering the last 30 days:
- how many people it was shown to;
- how many of them acted on it — clicked, for a banner or a chat message; submitted, for a survey;
- what share that is of the people who saw it.
Hover any figure to read it as a sentence. Counts are per person rather than per delivery, so the percentage is a genuine share instead of two numbers measured differently — which is also why these figures will not match the row counts on the Reports page, where one row is one delivery and the period starts at the last 24 hours.
Tours carry the reach figure alone. Nothing records that a visitor finished a tour, so there is no rate to show for them.
A campaign nobody was shown in the last 30 days says exactly that on its card, rather than a row of zeros. Failed to send and Waiting to be sent stay on the Reports page and never appear on the card.
Why the waiting queue never grows forever
A campaign only stays in Waiting to be sent for a while. Once it has been delivered, its queue entry is cleared after three days. An entry that never got delivered at all is cleared after thirty days and recorded on Failed to send with the reason "Stale item - never processed". So an empty queue tab does not mean nothing was ever queued.
Old rows and deleted visitors
Yaplet deletes anonymous visitors who have no conversations and have not returned for 125 days. Visitors you identified with Yaplet.identify() are never deleted. When an anonymous visitor is removed, the campaign's reports are affected unevenly:
- Successfully sent rows are kept as they are.
- Clicked and Responses rows are kept, but the link to that person is dropped, so the Visitor ID column comes up empty. The answers and timestamps are untouched.
- Failed to send and Waiting to be sent rows belong to the visitor and are removed with them.
Where to look for survey answers
The Responses tab on the Reports page lists submissions one by one. Surveys also have a separate Responses page, reached from its own button next to Reports, which groups everything by question and works out averages and percentages for you. That is the one to open when you want to know what people actually said. See Read survey responses.
What's next?
If a campaign is reaching far fewer people than you expected, the trigger is usually the reason — check it against Trigger rules and Frequency caps.