Frequently Asked Questions
General
What are failed messages?
Failed messages are messages that were sent from the portal but didn't reach the customer. This can happen for many reasons — a temporary server issue, an invalid phone number, a rate limit, or a business rule violation. The Failed Messages page collects all these failures so you can review and take action.
Where do I find failed messages?
In the left sidebar, go to Messaging → Failed Messages. This opens the dedicated dashboard with all your failed messages, filters, and retry tools.
How are failed messages categorized?
Every failed message falls into one of three categories:
| Category | Meaning | Can I retry? |
|---|---|---|
| Retryable (green) | A temporary issue that may resolve on its own | Yes |
| Non-Retryable (red) | A permanent problem that won't be fixed by retrying | No |
| Business Logic (yellow) | A business rule was violated | Depends on the specific rule |
Retrying Messages
Can I retry a failed message?
Yes — if the message has a retryable error, is the most recent message to that contact, and the recommended wait time has passed. Look for the Retry option in the three-dot actions menu.
Why can't I see the Retry option?
The Retry option is only available when all three conditions are met:
- The error is retryable (green category or retryable business logic)
- The message is the last message sent to that contact
- The recommended wait time has passed (check the countdown timer)
If any of these conditions isn't met, the Retry option won't appear.
What is the recommended wait time?
Each error type has a recommended wait period before retrying. This gives the issue time to resolve. A countdown timer in the message list and the Error Info dialog shows exactly when the message becomes eligible for retry.
Can I retry multiple messages at once?
Yes! Select messages using the checkboxes, then click the Retry Selected button in the bulk actions bar. Only eligible messages will be retried — ineligible ones will be skipped, and the results will show you which messages were queued and which were not.
Automatic Retry System
Does the system retry messages automatically?
Yes. The portal includes an automatic retry system that runs every 24 hours in the morning. It checks all failed messages and retries eligible ones without any action from you.
How many times will the system automatically retry a message?
Up to 3 times. After 3 automatic retry attempts, the system stops trying automatically. You can still manually retry the message from the Failed Messages page.
Do I need to turn on the automatic retry system?
No — it's always active and works in the background. There's nothing you need to configure or enable.
How do I know if a message was automatically retried?
Check the retry attempt badges in the Time column:
- Attempt #2 (orange badge) = retried once
- Attempt #3+ (pink/red badge) = retried two or more times
You can also open View History from the actions menu to see a complete timeline, including whether each retry was triggered by the automatic system or manually by a team member.
Error Details
How do I find out why a message failed?
Click the info icon (ⓘ) next to the error name in the message list. This opens the Error Info dialog with a plain-language explanation of:
- What happened — what the error means
- Why it happened — the likely cause
- What to do — specific steps to resolve it
What do the colored category badges mean?
| Badge Color | Category | Meaning |
|---|---|---|
| Green | Retryable | Temporary issue — safe to retry |
| Red | Non-Retryable | Permanent failure — retrying won't help |
| Yellow | Business Logic | Business rule violation — may or may not be retryable |
Can I copy error details to share with someone?
Yes. Open the Error Info dialog (click the ⓘ icon) and use the Copy Details button to copy the full error information to your clipboard.
Statistics & History
How do I see the retry history for a message?
Click the three-dot menu (⋮) on the message and select View History. This opens a timeline showing every delivery attempt — the original send and each retry — with timestamps and status colors.
How do I view overall retry statistics?
Click the three-dot menu (⋮) on any message and select View Statistics. This opens the Statistics dialog with:
- Summary cards (total retried, attempts, successful, failed)
- Daily retry trends
- Retry attempt distribution
- Performance by error code
- Performance by campaign
- Detailed message-level data
Can I filter the statistics by date range?
Yes. The Statistics dialog has a time range selector at the top. Choose from preset ranges or pick custom start and end dates.
Filters
What does "Ready for Retry" mean in the age filter?
Ready for Retry shows messages that failed 24 to 48 hours ago — these have typically waited long enough for the recommended retry window and are good candidates for retrying. This is the default selection when you open the Failed Messages page.
How do I clear all filters?
Click the Reset button in the filter bar to remove all filters and return to the default view (Ready for Retry messages).
Can I combine multiple filters?
Yes. You can set the age filter, error code, error category, and retry status all at the same time. Click Apply to update the message list with your combined filters.
Troubleshooting
The message list is empty
Check your filters. You may have a filter combination that doesn't match any messages. Click Reset to clear all filters and see all failed messages.
I retried a message but it still shows as failed
After retrying, the message is queued for delivery. It may take a moment to be processed. Refresh the page to see the updated status. If it failed again, open the Retry History to see the details of each attempt.
The countdown timer shows a long wait time
Some errors require a longer wait period before retrying to give the issue time to resolve. This is normal — the automatic retry system will handle it when the time comes.
I see "Attempt #3+" on a message — can I still retry?
Yes, you can still manually retry the message as long as it meets the eligibility rules. The "Attempt #3+" badge just shows that the message has been retried multiple times already. The automatic retry system stops after 3 attempts, but manual retries are not limited.