SMS Did Not Deliver to Customer
Noticing that an SMS isn't delivering to a customer's phone? Check out this guide.
Table of Contents
If you have an SMS that is not being delivered to a specific customer or phone number, we've put together a quick-reference checklist to assist you in figuring out why. Many times, SMS will not be sent because of:
- Configuration issues
- Consent opt-ins, opt-outs
- Contact frequency rules
SMS Campaigns vs. Agent-Sent SMS
Remember: SMS can be sent via Campaign to customers, or through the U-CRM Agent Desktop.
Campaign Type
Before continuing, make sure that your campaign type is set to SMS. SMS cannot launch of the campaign type is incorrect:
What to Check
Try checking these configurations (in order) to ensure that SMS can be delivered:
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Start by checking to see if the SMS Channel is enabled for your LiveVox Portal. To do this, navigate to Configure > Client > Billing tab and look for the green checkmark next to SMS Channel:
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Once we've confirmed that SMS is available on your portal, we'll need to make sure that your SMS provider has been procured (if you do not have SMS enabled on your portal or have not gone through the process of procuring an SMS provider, contact our Customer Care team and they will be happy to get you set up with the proper configuration).
To confirm that a provider has been enabled, we'll need to navigate to Configure > SMS > SMS Channel. From here, make sure that information is populating in the Codes tab to ensure a short or long code has been provided:
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If an SMS is not delivering from the U-CRM Agent Desktop, we should confirm that the agent attempting to send the message has the SMS Channel enabled for their agent profile. To do this, find the agent in Configure > Agents > Agents tab by searching for the name and double-clicking on their agent profile. Once here, check the Channels tab to ensure SMS is enabled (colored in is enabled, greyed out is disabled):
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Let's transition over to SMS consent. Consent allows customers to opt-in or opt-out of any SMS communication depending on their preference. Consent can be set as a requirement for SMS to be sent out, or left turned off. To verify if SMS Consent is enabled, we need to check your Service settings.
Navigate to the Service where the SMS is being sent from by going to Configure > Services > Services and check out the Settings tab. From here, you'll see SMS Consent Required under Contact Rules. If this is checked, it means that all SMS that are sent must have a consent flag set in Contact Manager for every individual contact, or the SMS will not be sent:
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If SMS Consent Required is checked from Step #4, we need to confirm if the contact your SMS is being sent to has consent enabled on their contact manager profile. They'll also need the SMS option checked. To do this, let's go to Contacts > Contact Manager and search for the contact in question. Check the Channels tab after double-clicking their contact record and make sure that SMS Consent has a value in its respective column and that the SMS box is checked:
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Lastly, if all of these settings are enabled and configured correctly, let's make sure that the contact isn't on the DNC list. Navigate to Contacts > DNC and search for the phone number. Check the SMS tab to make sure it isn't on the list: