📊 Understanding Journey Reports
Introduction
Journey reports in Bookboost provide hoteliers with valuable insights into the effectiveness of guest communication across multiple channels, such as WhatsApp and email. These reports show key metrics to help hotels understand guest interactions and engagement throughout their communication journey.
Main Concept or Feature Explanation
Journey reports are multi-channel reports displaying detailed statistics such as unique opens, unique clicks, delivery status, and conversion rates. Hotels can identify how guests are engaging with communications and take informed actions based on this data.
Use Cases
- Evaluating the effectiveness of guest communications.
- Identifying issues in communication delivery (e.g., wrong phone numbers or emails).
- Optimizing communication strategies based on guest engagement.
Configuration and Setup
- Navigate to the Journey section.
- Select the journey you want to analyze.
- Select the Reports section
- Review each metric as follows:
- Audience: Total number of guests targeted.
- Sent: Number of guests that the system attempted to contact.
- Delivered: Indicates successful delivery; if data is unavailable, it will show "data not found" - Is calculated as Sent - Failed.
- Failed: Guests with incorrect or missing contact information. Learn more about failed messages here.
- Replies: Guests' replies to the journey.
- Opt-outs: Number of guests who chose to stop receiving communications (by consent).
- Unique Opens: Number of guests who opened the journey. Maximum Unique opens per guest is 1.
- Unique Clicks: Number of guests who clicked at least one link. Maximum Unique clicks per guest is 1.
- Unique CTR: Calculated as (Unique Clicks / Unique Opens) × 100.
- DR Conversion: Number of form submissions generated from the journey.
- Clicks per Link: Total clicks each link received (most probably will exceed Unique Clicks).
Advanced Setup (If Applicable)
- Choose the date range (e.g., last month) from the predetermined time filters.
Known Issues or Limitations (If Applicable)
- Incorrect or missing contact details (phone number/email) will affect successful delivery.
- We take responsibility for delivering the message to the client, regardless of the channel used. However, we are not responsible if the client is unable to receive it due to having explicitly blocked SMS, WhatsApp messages, or emails from the hotel; or if the guest's domain is blocking emails. (As of July 2025, Bookboost’s email is not listed on any blacklist).
Conclusion
Utilizing journey reports in Bookboost allows hotels to effectively measure and optimize guest engagement. Understanding these metrics ensures improved communication strategies and ultimately enhances guest satisfaction.
Please contact us through the ‘Talk to Us’ on the left Menu in the platform or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.