How this person engages is the panel at the top of a client's Outreach tab. It answers one question: when we message this person, do they actually respond?
It is not a delivery report — whether a message left the building is on each message card, and What the Outreach tab shows you covers those badges. It is also not a judgement about the person. Everything in the panel is evidence you can open and check.
Open the panel
In the Case Management sidebar, select Client cases.
Open the client.
Select the Outreach tab. The panel sits directly under the heading, above the message history.
Read the headline
The first badge is the engagement state. It is one of:
Engaging well — this person opens or answers what we send, recently and reliably.
Slow to respond — this person does engage, but takes a while to get to it (typically longer than two days).
Gone quiet — they used to engage and have not done so for about six weeks. Worth a call.
Never engaged digitally — nothing we have sent digitally has ever been opened or answered. Contact them another way before assuming they have the information.
Nothing sent yet — we have not sent this person anything to engage with yet.
Next to it, when we have proof, sits a second badge such as Answers on SMS. That is the channel they have demonstrably replied on, not simply the one we use most. A channel we have only ever sent to proves nothing and never earns the badge.
Under the badges is a one-line summary of the same evidence, for example Answers on SMS, usually within under a minute.
Read the three figures
Last engaged — when they last did something we could see. Never if they never have.
Typical response — the middle response time across everything they have answered, written as "under a minute", "3 hours", "2 days". A dash means we have no answered messages to measure.
Messages engaged with — engaged out of sent, for example 12/40. The second number counts only messages actually handed to a provider, so a suppressed or unsent row can never make someone look unresponsive.
Read the per-channel breakdown
Each channel we have used gets a line, for example SMS 17 sent · 5 opened · 4 answered. Use it to see where this person actually engages before choosing a channel for the next message.
Two honesty notes the panel shows you
The panel deliberately tells you what it cannot measure rather than printing a zero.
WhatsApp read receipts switched off: This person has WhatsApp read receipts switched off, so we cannot tell whether they read our messages. Absence of a read receipt is not evidence they ignored them.
Email opens not tracked: Email opens are not tracked for this organisation, so email shows link clicks and replies only.
Neither line means the client ignored you. It means the signal does not exist, so nothing should be concluded from its absence. A missing read receipt is not a missing person.
If an address is known to be bad, a red warning appears here naming the address and the reason.
Show the evidence
Select Show the evidence at the bottom of the panel.
A scrolling list opens with every recorded event, newest first, each showing what happened, the channel, sometimes what it related to, and when.
The events you will see:
Sent to provider — the provider took the message from us. Nothing more.
Delivered — a provider confirmed it reached their device.
Read — their device reported it as read.
Read receipts unavailable — they have read receipts off, so "read" can never be known for them.
Failed — the send failed, bounced or was rejected.
Opened our link — they opened a page we host that was carried in the message.
Started the form — they began filling something in on that page.
Completed it — they finished it: a reply sent, a wellbeing score submitted, a concern rated.
Opened a signposted service — they followed a signposted service link.
Replied (typed) — they answered by typing.
Replied (tapped an option) — they answered by tapping a button or quick reply.
If there is nothing yet you will see Nothing recorded yet.
Select Hide the evidence to close the list again.
Because every state above is derived from these rows, you can always check the claim rather than take it on trust — which is exactly what to do before recording that a client is disengaged.