SMS delivery issues got you down? This guide breaks down the common causes of SMS failures and provides practical troubleshooting steps to get your messages through.
When an SMS is sent from the CRM platform, it goes through various steps that can be illustrated as follows:
As you may have noticed, an SMS that you send to a contact goes through multiple layers. If there is a failed sending or delivery, it could indicate an error or filter at any of the mentioned layers.
In most cases, when an SMS fails to send or deliver, we display an error in the conversation view that appears like this:
The error message and error code will provide you with clues about what is going wrong and how to proceed from there.
When DND is enabled for a contact on the SMS channel or overall, CRM doesn’t send the SMS and displays an error in the conversation screen.
When number validation is activated, the CRM verifies whether the contact’s phone number can receive SMS messages before attempting to send one. If the number is not SMS-compatible, the CRM will bypass sending the message and display an error on the conversations screen.
For newly created sub-accounts, CRM gradually increases the sending limits to prevent spamming or phishing. Agencies can choose to remove these restrictions if desired.
Agencies can set a daily limit on SMS sending for each sub-account. When the limit is reached, CRM skips sending SMS in bulk actions and automations. However, 1:1 SMS messages are still sent to allow clients to reply to their leads. Agencies have control over these limits for each sub-account.
Automated spam and phishing prevention is built into our platform. The CRM monitors key metrics for all sub-accounts—error rates, opt-out rates, and carrier complaints—and automatically suspends SMS sending when necessary. Users will receive clear error messages if they attempt to send SMS during a suspension.
If the contact’s number opted out from the Twilio number before, SMS will not be delivered unless the contact opted in by texting START to the Twilio number.
Twilio queues messages based on the sending rate of the sender or account. Messages can only be queued for up to 4 hours before they automatically fail. The queue length limit can be reduced by setting a lower Validity Period within your Messaging Service settings or API requests.
If your Twilio sub-account is suspended between the time of message send and delivery, please contact Twilio or CRM Support (LC Phone). This failure occurs when your account was suspended after the message was queued but before it was sent by Twilio.
Charges will apply to SMS messages where delivery was attempted.
Here are different scenarios to explain how conversations could appear as glitching: Why are there incoming calls from different people all being attributed to the same number (e.g. +266696687)? When calls from different contacts are being combined into one contact or conversation, it’s typically due to the leads making anonymous calls. Why you are seeing […]
Try to reset Twilio number if you are NOT on Leadconnector phone system: If resetting the Twilio number is not working, When inbound SMS is not coming into CRM: 1. Login to https://www.twilio.com/login 2. Go to the top right -> Click Account -> Click Subaccounts If you have multiple subaccounts in Twilio, you can return […]
If you’re attempting to send an SMS and encounter the error message “An error has occurred. Please try again. Error message: The From phone number is not a valid, SMS-capable inbound phone number or shortcode for your account,” it means the phone number you’re using isn’t recognized as an SMS-enabled or valid sender for your […]
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Campaign Details After submitting your Brand Details, you’ll be directed to the Campaign Details page. Campaign Details page has two sub-sections: 1.0 Messaging use case Clearly describe the purpose of your SMS campaign. Specify who will receive the messages, the nature of the content, and the context in which messages will be sent. For example, […]