Understanding Concierge analytics and exports
Concierge SMS analytics gives you visibility into how your Concierge SMS flows are performing across revenue, engagement, customer outcomes, and message volume. This guide explains where each analytics view lives, what each metric means, how to use filters, and how to export subscriber data from your flows.
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
How it works
Concierge analytics is split into two tabs: Overview and Performance. The Overview tab shows high-level engagement and satisfaction metrics across all your flows. The Performance tab gives you a detailed breakdown by category — revenue, audience reach, outcomes, engagement, and message volume — along with a date comparison tool and a customer request distribution chart.
Overview tab
The Overview tab tracks key engagement metrics, cancellation deflection rate, and customer satisfaction rate across all your Concierge SMS flows. To view it, log in to the Recharge merchant portal, go to SMS > Concierge, and select the Overview tab.
| Metric | Definition |
|---|---|
| Engagement percent | Of the customers who have received an SMS, the percentage who have engaged with SMS — meaning they replied to a message or started a conversation. |
| Cancellation deflection rate | The percentage of cancellation attempts that were successfully redirected to a "cancel next order" offer instead of cancelling the entire subscription. |
| Customer satisfaction rate | The percentage of customers who said they would be disappointed if they could no longer manage their subscription through Concierge SMS. Based on responses from an automated satisfaction survey. |
Performance tab
The Performance tab shows a detailed breakdown of revenue, audience reach, customer outcomes, engagement, and message volume. You can use the date comparison tool to compare results across different date ranges. To view it, go to SMS > Concierge and select the Performance tab.
Customer sentiment survey
At the top of the Performance tab, the customer sentiment survey card summarizes how customers feel about managing their subscription through Concierge SMS. It shows the percentage of surveyed customers who prefer SMS and breaks responses into three categories:
- Essential — customers who consider Concierge SMS essential to managing their subscription.
- Helpful — customers who find it helpful but not essential.
- Neutral — customers with no strong preference.
Revenue
The Revenue section tracks the dollar value Concierge SMS has recovered or generated across five flow types. Each card shows total revenue for the selected period and the percentage change compared to the prior period. Revenue figures represent the amount that would be charged during processing — after taxes, discount codes, and shipping rates are applied.
| Card | Metric | Definition |
|---|---|---|
| Cancellation deflections | Orders | Number of orders retained through cancellation deflection flows. |
| Deflection rate | Percentage of cancellation attempts redirected to a "cancel next order" offer instead of a full cancellation. | |
| Product add-ons | Subscription products | Number of subscription products added via Concierge SMS. |
| One-time products | Number of one-time products added via Concierge SMS. | |
| Ship sooner requests | Ship now | Number of orders shipped immediately at the customer's request. |
| Ship earlier | Number of orders rescheduled to ship earlier than the original date. | |
| Failed payment method updates | Card updates | Number of payment methods customers updated via Concierge SMS after a failed or declined payment prompt. |
| Recovery rate | Percentage of failed-payment prompts that resulted in a successful payment recovery. | |
| Cross-sells | One-time products | Number of one-time products purchased through cross-sell flows. |
| Conversion rate | Percentage of cross-sell SMS prompts that resulted in a purchase. |
Audience overview
The Audience overview card shows how much of your active subscriber base Concierge SMS can reach. Each reach metric shows both a percentage and the underlying customer count.
| Metric | Definition |
|---|---|
| Active subscribers | Customers with one or more active subscriptions on your store. This is the denominator used to calculate transactional and promotional reach. |
| Transactional reach | Share of active subscribers who can receive transactional SMS from Concierge, such as upcoming order reminders, order confirmations, and other account-related messages. Customers consent at checkout or via the customer portal. |
| Promotional reach | Share of active subscribers who have opted in to promotional SMS. Promotional consent is required separately from transactional consent. |
Outcomes
The Outcomes section shows the volume of specific customer actions that Concierge SMS facilitated during the selected period.
| Metric | Definition |
|---|---|
| Escalations | Number of conversations escalated to a human agent because Concierge SMS could not resolve the request. |
| Delays & skips | Number of orders delayed or skipped at the customer's request via Concierge SMS. |
| Swaps | Number of product swaps completed via Concierge SMS. |
Engagement
| Metric | Definition |
|---|---|
| Engagement percent | Of the customers who received an SMS, the percentage who engaged — meaning they replied to a message or started a conversation. |
| SMS opt-outs | Number of customers who opted out of SMS during the selected period. |
| Human agent equivalent | Estimated number of full-time human agent hours Concierge SMS handled on your behalf, based on conversation volume. The Agent hours sub-metric shows the corresponding hour count. |
Messages
The Messages section shows total SMS volume for the selected period, broken out by direction. A line chart visualizes total, outbound, and inbound message trends over time. Select Show comparison to overlay the comparison period on the chart.
| Metric | Definition |
|---|---|
| Inbound messages | Messages sent to your store number by customers. |
| Outbound messages | Messages sent from your store number to customers. |
| Total messages | Combined count of inbound and outbound messages. |
Customer requests
The Customer requests section shows the distribution of request types customers submitted through Concierge SMS during the selected period. Use this section to understand which actions customers are asking for most often. Not all requests result in a completed outcome — for example, a request may be escalated or left unresolved if Concierge SMS can't fulfill it.
Filters
| Filter | Description |
|---|---|
| Date range | Controls which send or event timestamps are included in the metrics. |
| Compare to | Lets you compare the selected date range with another date range. Available on the Performance tab. |
Exporting data
Concierge customer data for each applicable flow can be exported to a CSV file directly from the Overview tab.
- From the Concierge page, find the flow whose customers you want to export.
- Click the vertical three-dot menu and select Export customers.
Exports include the following fields: customer ID, flow ID, customer name, customer email, and started-at date. Filters applied to the current view carry over to the export.
