I am not receiving text messages
If you or your staff members are not receiving texts when you should be, checking the Timeline of a specific call can show you if there are any error messages popping up. Let's take a look at some you may see below, and how to fix the error to ensure you and your team are receiving every message!
No Contact Methods Configured
If no contact methods were configured within the Profile that the script section is assigned to, you'll see the following error message. To fix this, click on the hyperlinked Profile name to add contact details.
If no Profile was assigned to a specific script section, you'll see the following error message. To fix this, click the hyperlinked Default option which will bring you to the specific Closing block. From there, you can assign a Profile to receive messages.
Restricted Content
If a message contains restricted content relating to cannabis, you'll see the following error message.
Message Exceed 1600 Characters
If a message contains more than 1600 characters, you'll see the following error message.
Toll-Free Number Has Not Been Verified
If you have Toll-Free number with SAS, text messages will not go through. You will see the following error message. To fix this, we can set you up with a local number, then configure an Advanced IVR to route the Toll-Free number to the local number to ensure texts are received.
Unknown Destination Handset
The Unknown Destination Handset error message could be from a number of reasons. For example, the number may no longer exist, the device we are trying to reach may not be on or may not have sufficient signal, or there might be an issue with the mobile carrier.
Landline or Unreachable Carrier
If a landline has been added to receive texts, you will see the following error message. To fix this, click on the hyperlinked Profile name to update the Profile with a cell phone number instead of a landline.
Attempt to Send to Unsubscribed Recipient
If a user has replied to a text with STOP, END or QUIT, they have just blocked the SAS forward number on their phone and you will see the following error message. To unblock the message notifications, they need to text either START or YES to their forward number. For more information, check out these instructions.
If you are not seeing any of the above error messages but are still not receiving texts, please reach out to our Customer Service department so we can do some further digging for you!