SMS messages are not delivering

Common causes

Telephony provider issue

SMS is sent through your configured telephony provider (Twilio or Plivo). If the provider credentials are invalid or the account is suspended, messages will fail.

Invalid phone numbers

If contacts have incorrectly formatted phone numbers, SMS delivery fails for those recipients. Verify phone numbers in your contact list include the correct country code.

Campaign not launched

For SMS campaigns, confirm the campaign status is "Sent" or "Scheduled," not still in "Draft."

Automated messages not configured

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

1. Go to your agent's Behavior page.

2. Check that Automated Messages are configured with the correct trigger conditions.

Checking delivery

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

• For automated messages, check the Messages conversation thread for the contact.

Tips

• Start with a small test batch before launching a large campaign.

• Make sure your Twilio or Plivo account has sufficient SMS credits.

• Some regions require sender ID registration. Check your telephony provider's requirements.