Email and call data has long had a home in the ESC Hub dashboard. SMS now has its own dedicated section alongside them.

What's changed

A new SMS section is now available in the Dashboards widget panel. There are five ready-to-use widgets to choose from - SMS by status, Incoming SMS count, SMS by source type, SMS by sender, and SMS volume over time. Each widget is fully configurable, with filters for delivery status, direction, source, and sender so you can surface exactly the data you need.

SMS is also now available as a dimension in Custom Metrics. That means you can build your own KPIs - delivery rate, inbound volume, or any other formula-based metric - directly in the Custom Metrics builder.

To add SMS widgets to your dashboard, open any dashboard, click Edit Dashboard, click Add Widget, and scroll to the new SMS section.

Why it matters

If SMS is part of how you communicate with contacts, having that data visible in the same place as your other channel activity gives you a complete picture without switching tools or filtering through Conversations. You can see delivery health, track what is driving volume, and measure inbound alongside outbound - all from your dashboard.