SMS Delivery Troubleshooting Guide

Troubleshooting SMS delivery failures can be a complex process. This guide will walk you through potential reasons why an SMS might fail to send or deliver and how to resolve these issues within the Command Center platform.

How SMS Delivery Works in Command Center

When an SMS is sent from the Command Center platform, it passes through several layers. A failure at any layer could result in non-delivery. If there is a failed sending or delivery, it typically indicates an error or filter at one of these layers.

Identifying Sending/Delivery Errors

Most often, when an SMS fails to send or deliver in Command Center, you'll see an error message in the conversation view. This message will include an error code to help diagnose the issue.

Common Causes of SMS Failure

1. Do Not Disturb (DND) Enabled: If a contact has DND enabled for SMS, Command Center won't send the message and will show an error in the conversation screen.
2. Landline Numbers: Command Center checks if the number is SMS-capable before sending. If it's a landline, the SMS will not be sent.
3. New Sub-Accounts: Newly created sub-accounts have gradual increases in sending limits to prevent spam. Limits can be adjusted as needed.
4. Exhausted Daily Quota: Each sub-account has a daily SMS sending limit. Once reached, bulk SMS sending is paused.
5. Suspended Sending Privileges: If a sub-account exceeds error, opt-out, or carrier complaint thresholds, sending privileges may be temporarily suspended.

External Factors Affecting SMS Delivery

1. Carrier or Network Issues: Sometimes, the issue might be with the carrier network or the destination handset being unreachable or switched off.
2. Blocked Numbers: If the recipient's number is blocked or on a do not call registry, the message won't be delivered.
3. Character Limit Exceeds: SMS with more than 1600 characters will not be sent. Always check the length of your message.

Frequently Asked Questions

• Charges for Undelivered Messages: Even if an SMS fails to deliver, charges may apply as the attempt to deliver was made.

Remember, diagnosing and fixing SMS delivery issues is a systematic process. Refer to this guide whenever you face such issues in the Command Center to troubleshoot effectively.