Failed Messages

What are Failed Messages?

The Failed Messages page is your central dashboard for managing messages that didn't reach their destination. It shows every message that failed to send, explains why it failed, and gives you tools to retry eligible messages — individually or in bulk.

Think of it as your message recovery center — instead of losing track of undelivered messages, you can see exactly what went wrong and take action to fix it.

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Screenshot: Full Failed Messages page showing summary cards, filters, and message list

failed-messages-full-page.png

1. Navigate to Messaging → Failed Messages in the left sidebar
2. Capture the full page showing the summary cards at the top, filter bar, and message list below
Save to: static/img/screenshots/failed-messages/overview/failed-messages-full-page.png

Why do messages fail?

Messages can fail for many reasons, and they fall into three categories:

Category	Color	What it means	Can you retry?
Retryable	Green	A temporary issue — the message can be sent again	Yes
Non-Retryable	Red	A permanent problem — the message cannot be resent	No
Business Logic	Yellow	A business rule was violated (like a daily sending limit)	Depends on the rule

Common examples:

• Retryable — WhatsApp's servers were busy, a rate limit was hit temporarily
• Non-Retryable — the phone number is invalid, the customer opted out of messages
• Business Logic — your daily message limit was reached, a template was paused

tip

Most temporary failures resolve on their own. The system will automatically retry eligible messages for you — see the Automatic Retry System section below.

Automatic Retry System

The portal includes a built-in automatic retry system that works in the background to resend failed messages without any action from you.

Here's how it works:

Detail	Description
How often	Runs automatically every 24 hours in the morning
What it retries	Only messages with retryable errors where the recommended wait time has passed
Maximum attempts	Each message will be retried up to 3 times automatically
Do I need to do anything?	No — it happens completely in the background

Message fails → Wait period passes → Automatic retry (attempt 1)
                                          ↓
                                    Still failing?
                                          ↓
                              Automatic retry (attempt 2)
                                          ↓
                                    Still failing?
                                          ↓
                              Automatic retry (attempt 3 — final)

info

After 3 automatic retry attempts, the system stops retrying. You can still manually retry the message from the Failed Messages page if the error is retryable.

How to get there

1. Log in to the portal
2. In the left sidebar, click Messaging
3. Click Failed Messages

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Screenshot: Failed Messages under Messaging menu in the left sidebar

failed-messages-sidebar.png

1. Log in to the portal
2. Expand the Messaging menu in the left sidebar
3. Click on Failed Messages
4. Capture the sidebar showing Messaging → Failed Messages highlighted
Save to: static/img/screenshots/failed-messages/overview/failed-messages-sidebar.png

Page Layout

The Failed Messages page has three main areas:

Area	Position	What it shows
Summary Cards	Top	Quick counts of total, retryable, non-retryable, and business logic failures
Filter Bar	Middle	Filters to narrow down the message list by age, error type, category, and retry status
Message List	Bottom	The detailed list of failed messages with actions

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Screenshot: Annotated view showing the three main areas: Summary Cards, Filter Bar, and Message List

page-layout-annotated.png

1. Navigate to the Failed Messages page
2. Capture the full page with annotations labeling the Summary Cards, Filter Bar, and Message List areas
Save to: static/img/screenshots/failed-messages/overview/page-layout-annotated.png

Key Features

Feature	Description
Summary cards	See at a glance how many messages failed and why
Smart filters	Narrow down messages by age, error type, category, or retry status
Error details	Understand exactly why each message failed and what to do about it
Manual retry	Retry individual messages or select multiple for bulk retry
Automatic retry	The system retries eligible messages automatically every 24 hours
Retry history	See a complete timeline of every retry attempt for each message
Statistics	View detailed analytics about retry success rates and trends
Mobile support	Card-based layout on smaller screens for easy mobile access

Who uses the Failed Messages page?

Role	What they do
Admins	Monitor overall failure rates, review statistics, manage bulk retries
Managers	Track campaign delivery success, review error patterns
Agents	Check why specific messages failed, retry individual messages