Retrying Messages

When a message fails due to a temporary issue, you can retry it to attempt delivery again. This page covers how retries work, the rules for eligibility, and the automatic retry system.

Retry Eligibility

Not every failed message can be retried. A message is eligible for retry when all three conditions are met:

Rule	Description
Last message	The failed message must be the most recent message sent to that contact. If you've sent a newer message since the failure, the older one can't be retried
Retryable error	The error must be classified as Retryable (or a retryable Business Logic error). Non-retryable errors like invalid numbers or opt-outs cannot be retried
Wait time elapsed	The recommended wait period must have passed. A countdown timer shows when the message becomes eligible

warning

If you don't see the Retry option in a message's action menu, it means one or more of these conditions isn't met. Check the error details to understand why.

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Screenshot: Comparison showing an eligible message with Retry option and an ineligible message without it

eligible-vs-ineligible.png

1. Find one message that is eligible for retry (retryable error, wait time elapsed) and one that is not
2. Capture both messages showing the difference in their actions menu
Save to: static/img/screenshots/failed-messages/retrying-messages/eligible-vs-ineligible.png

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Retrying a Single Message

To retry one message:

1. Find the message in the list
2. Click the three-dot menu (⋮) on the right
3. Click Retry
4. The Retry Dialog opens — optionally enter a reason for retrying
5. Click Confirm to queue the message for delivery

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Screenshot: Retry dialog with reason field and Confirm button

single-retry-dialog.png

1. Click the three-dot menu on a retryable message
2. Click Retry
3. Capture the Retry dialog showing the reason field and Confirm/Cancel buttons
Save to: static/img/screenshots/failed-messages/retrying-messages/single-retry-dialog.png

After confirming, a results summary appears showing:

• Queued — the message has been queued for delivery
• Failed — the retry couldn't be queued (with the reason)

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Retrying Multiple Messages (Bulk Retry)

To retry several messages at once:

1. Select messages using the checkboxes in the message list
2. Or click the header checkbox to select all visible messages
3. Click the Retry Selected button in the bulk actions bar
4. The Retry Dialog opens showing how many messages will be retried
5. Optionally enter a reason
6. Click Confirm

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Screenshot: Bulk retry flow: selecting messages, clicking Retry Selected, and the results dialog

bulk-retry-flow.png

1. Select 3-4 messages using checkboxes (mix of retryable and non-retryable if possible)
2. Click Retry Selected in the bulk actions bar
3. Capture the Retry dialog showing the count of messages to be retried
Save to: static/img/screenshots/failed-messages/retrying-messages/bulk-retry-flow.png

info

Only eligible messages in your selection will be retried. If you select a mix of retryable and non-retryable messages, the non-retryable ones will be skipped. The results will show exactly which messages were queued and which were skipped.

Retry Results

After a bulk retry, the results dialog shows two groups:

Group	Meaning
Queued	These messages have been queued for delivery — they'll be sent shortly
Skipped / Failed	These messages couldn't be retried, with a reason for each

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Screenshot: Retry results dialog showing queued and failed message counts

retry-results.png

1. After confirming a bulk retry, capture the results dialog showing the queued and failed counts
Save to: static/img/screenshots/failed-messages/retrying-messages/retry-results.png

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Automatic Retry System

The portal's automatic retry system works in the background to resend failed messages without any action from you.

How it works

Detail	Description
Schedule	Runs automatically every 24 hours in the morning
What it retries	Only eligible messages — retryable error + wait time has passed
Maximum attempts	Each message is retried up to 3 times automatically
Your involvement	None — it's completely automatic

What the automatic system checks

Before retrying each message, the system verifies:

1. The error is still retryable
2. The recommended wait time has passed
3. The message hasn't exceeded the maximum 3 automatic retry attempts
4. The message is still the last message sent to that contact

After 3 automatic attempts

If a message still fails after 3 automatic retries, the system stops retrying it automatically. You can still:

• Manually retry the message from the Failed Messages page
• Review the Retry History to see what happened during each attempt

tip

You don't need to check for automatic retries or manage them. Just let the system work in the background. You'll see updated retry statuses and attempt badges the next time you visit the Failed Messages page.

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Retry Attempt Badges

After a message has been retried, a badge appears in the Time column showing the attempt number:

Badge	Color	Meaning
No badge	—	Original message — hasn't been retried yet
Attempt #2	Orange	Retried once (this is the 2nd attempt overall)
Attempt #3+	Pink/Red	Retried two or more times (3rd attempt or higher)

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Screenshot: Messages showing different retry attempt badges — no badge, Attempt #2 (orange), Attempt #3+ (pink)

retry-attempt-badges.png

1. Find messages with different retry attempt counts
2. Capture 3 messages showing: no badge (original), Attempt #2 (orange), and Attempt #3+ (pink/red)
Save to: static/img/screenshots/failed-messages/retrying-messages/retry-attempt-badges.png

These badges help you quickly see how many times each message has been retried without opening the full history.