Troubleshooting Protocol for Delivery Errors

This guide is intended to help you troubleshoot delivery errors on SMS channels. There are a few possible causes depending on the channel you're using:

Android Channels 


An Android channel will experience sending issues if:
  • the phone doesn't have a steady internet connection
  • the phone doesn't have a strong cellular connection
  • the Nyaruka TextIt Android app is toggled to "paused". 
Log into your account, navigate to your account page, and then click your Android channel to view performance stats: 


Twilio Channels 


If you're using a Twilio channel and a message failed to deliver, you may be encountering one of the these sending errors

To view your error and sending logs, navigate to your account page and click your Twilio channel: 



Next, click either the "Sending Log" button or "View Log" link to view bring up your sending log: 



You can use your sending log to isolate the issue and make the necessary adjustments. In the log pictured below, the user connected their trial Twilio number to TextIt and sent messages to a contact whom they hadn't verified through their Twilio account.



Please include links to errors when sending us a support request :)



Alternatively, you can send us a link to the profile of the contact to whom the failed messages were sent: 


Other Channels

Failed Messages 


The first step in tracking down failed messages is to navigate to the messages tab and flick the "Failed" folder:

 

Clicking the red "Failed" icon to the right of the messages will either take you to the channel error description or the profile of the contact to which the message was sent, depending on the status of the channel you used to communicate with them. Please include a link to the error or contact profile in your support request. 

Flow Issues


If you suspect a workflow isn't behaving as expected, select "Results" from the gear icon menu located in the flow editor to bring up the most recent runs your contacts have made: 



Click a run to see what they received: 





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