Occasionally, a message may not be sent properly or may not be received by the intended recipient. These issues can be easily tracked down using message logs. In this post, we’ll explain how you can troubleshoot and resolve these delivery problems.

Accessing Message Logs 📜

If a message doesn’t get delivered as expected, the first step is to check the message log. To do this, click on the red document icon 📄 to the right of the message in the contact's history. The log provides helpful insights into the status of the message, including whether it was sent by TextIt, passed through the aggregator, carrier, or social media platform, and if the provider reported back on the message's delivery status. 📈

What to Look for in the Message Log 👀

The message log includes several important details that can help you troubleshoot delivery issues:

• Recipient: The contact to whom the message was sent. 🧑‍🤝‍🧑
• Direction: Whether the message was incoming or outgoing. 🔁
• Date and Time: When the message was sent. 🕒
• Status: The current status of the message (e.g., sent, delivered, failed). ✅❌
• Callback from Provider: If the message failed, the log will show whether the provider (like Twilio) reported a delivery failure and provide an error code for further investigation. ⚠️

If the message was sent but not received, the issue could be with the aggregator, carrier, or platform that the message was sent through. Reviewing the logs will give you valuable context to help identify and resolve the issue. 🔍

Common Causes of Failed Messages 🚫

There are several common reasons why messages might fail to be delivered:

• Incorrect Phone Number Format: Ensure that the phone number includes the correct country code. 🌍
• Landline Numbers: Messages cannot be delivered to landline numbers. 📞
• Twilio Trial Numbers: If you’re using Twilio, make sure you’re using a purchased number rather than a trial number. Trial numbers cannot send or receive real messages. 💳

To check for issues with your Twilio setup, navigate to your settings ⚙️ and click on your Twilio channel. There, you can review your sending logs 📋 to help identify any specific errors and make adjustments as needed. 🔍

Viewing Failed Messages 🚷

If you want to quickly see which messages have failed, head over to the Failed folder 📂 within the Messages tab. This folder contains all messages that couldn't be delivered.

When you click on the red document icon 📄 next to a failed message, it will take you to either the channel error description or the contact profile, depending on the channel you used. If you need help from support, including the link to the error or contact profile will speed up the process. ⏩

Checking Workflow Results 🧑‍💻

If you suspect the problem lies within your workflow, go to the Results section in the flow editor. By selecting "Results" from the ☰ menu icon, you can review the most recent runs and identify any issues in the workflow that may be affecting message delivery. ⚡

By using the message logs to identify common issues like incorrect phone number formats or using a trial number, you’ll be able to resolve delivery issues quickly. If the problem persists, don’t hesitate to contact support 📞 and provide links to any errors or contact profiles for further assistance. ```