Why a reply didn't arrive
Read the status under a sent message and fix the usual reasons an email, text or WhatsApp message never reached the person.
When a customer says they never got your message, the thread itself usually tells you why. Every message you send shows its status underneath.
Before you start
- Open Conversations and the thread with that person.
Steps
- Find your message on the right of the thread. Under it is the time and the status.
- For an email, the status is one of: queued (waiting to go), sent, delivered (their mail server accepted it), opened, clicked, bounced (their server refused it), complained (they marked it as spam), failed or suppressed (held back because the address is on your do-not-send list).
- For a text or WhatsApp message, the status is queued, sent, delivered or failed.
- If there is no message from you in the thread at all, the send was refused before it left, and an error message appeared on screen when you pressed Send. Send again and read the message.
- For texts, also open Settings › Channels, press Manage on the SMS row and look at the Numbers tab. The last failed text is described there, for example Last text to +1… failed on … with the reason.
What happens next
Fix the cause below and send again. Each new send is a new message, charged as usual.
Troubleshooting
Email: "delivered" or "opened", but they say they don't have it. It reached their mailbox. Ask them to check spam and other folders. Sending from your own verified domain, rather than the shared address, helps mail land in the inbox; set it up under Settings › Channels.
Email: "bounced". The address is wrong or the mailbox no longer exists. Check the spelling on their record, correct it, and send again.
Email: "suppressed". The address bounced before, or the person marked your email as spam, so marketing email to them is held back. Contact them another way.
Text: "failed". Read the reason on the Numbers tab; it comes from the phone network. Check the number on their record is a mobile number, written in full with its country code.
Text refused with a message on screen. The message says which rule stopped it: the person opted out, your US texting registration isn't approved yet, you reached today's sending limit, list texting is paused, or your balance is empty. See the texting troubleshooting article.
WhatsApp: refused or failed. Outside 24 hours of their last WhatsApp message, only an approved template can be delivered. The person may also not use WhatsApp on that number. Reply by text or email instead.
A customer in another country can't reply to my texts. Texts sent abroad from a US number arrive from a sender name, and can't be replied to. For two-way texting in another country, get a number in that country.
Related
Email support@opusfunnel.com with the page you were on. A person replies, usually within one business day.