SMS messages are not delivering

Troubleshoot why your agent's automated SMS messages are not reaching customers after calls or appointments.

Common causes

1. Telephony provider not configured or suspended

SMS goes through your configured telephony provider (Twilio or Plivo). If the provider credentials are missing or the account is suspended, every message silently fails with an "SMS delivery failed" error logged in the system. Check that your Twilio or Plivo account is active and has sufficient credits.

2. Phone number not in E.164 format

The system requires phone numbers in E.164 format (for example, +15551234567). If a contact's number is missing the country code or uses a local format, delivery fails for that recipient. Review your contact list and ensure all numbers include the + prefix and country code.

3. Daily spend cap reached

If your daily spend cap is hit, outbound SMS stops until the next billing day or you raise the cap. You will receive an in-app notification: "Daily spend cap reached." Go to Billing > Daily spend cap to increase the limit.

4. Message blocked by content policy

Certain message content is automatically blocked before sending. Messages containing credit card numbers, Social Security numbers, email addresses embedded in the text, or carrier-blocked URL shorteners will not be sent. If your automated message template includes any of these, edit the message content in your agent's Behavior settings.

5. Campaign not launched

For SMS campaigns, confirm the status is Sent or Scheduled, not Draft. A campaign in Draft has not been launched yet. Open the campaign and click Launch.

6. Automated messages not configured

For agent follow-up messages (appointment confirmations, order receipts):

1. Go to your agent's Behavior page.

2. Confirm that Automated Messages are toggled on with the correct trigger conditions.

Checking delivery

• Open the SMS campaign to see per-recipient delivery status.

• For automated messages, open Messages and find the contact's conversation thread. Each message shows its delivery state.

Tips

• Test with a small batch before launching a large campaign.

• Some regions require sender ID registration with your telephony provider before messages can be delivered.

• If you recently changed your telephony provider in settings, existing campaigns may still be routed through the old provider. Create a new campaign to use the updated routing.