SMS campaign wasn't delivered

  • Check if the SMS gateway is configured.
    Note: The instructions on SMS gateway configuration is available here.
  • Check if the SMS gateway works properly.
  • Check if sms.notSend event is generated on the customer’s activity list. If so, check the event parameters to see the source of the issue.
  • Check if the customer meets the requirements to receive the text message (a valid phone number and a valid marketing consent).
  • Check if the template is built correctly.
    • The number of allowed characters.
    • If your message contains special characters, make sure the gateway accepts special characters.
    • If inserts were used in the SMS template, make sure that the item of information you want to display using an insert (aggregate, expression, first name, and so on).
  • Check if this issue concerns only selected recipients or the whole audience - look for sms.send or sms.notSent on their profiles.
    • If some customers didn’t receive the message, check if they belong to the audience of the message.
  • Check the status of SMS (it can be still in progress).
  • Verify if the SMS communication is not deleted.
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