Check what happened to a message

Find the relevant message

1. Open Message History. Choose Booking, Marketing or Automation to match the message you are investigating.
2. Set the date/status filters offered by that view. Clear them if the expected message is absent.
3. Match the customer, channel, purpose and time. Similar content can belong to different visits or campaigns.
4. Open the record/detail when available and read the visible outcome and suggested next action.

Read the status correctly

• Pending: waiting for its scheduled processing. Check the intended send time before sending a manual duplicate.
• Sending: being processed or submitted. Do not immediately send another copy.
• Sent/Delivered: read the specific channel's delivery state; provider acceptance alone is not proof the customer read it.
• Skipped: not sent for the displayed reason, such as opt-out, missing marketing permission or insufficient Tokens. This is different from a genuine sending failure.
• Failed: read the safe explanation and action. If historical information is incomplete, do not invent a cause.

Take the right next step

1. For insufficient balance, review SMS Tokens. Confirm a message is still relevant before arranging a new send.
2. For opted-out/missing-consent recipients, respect the choice. Do not change a phone or tag merely to bypass suppression.
3. For contact errors, verify details with the customer before correcting the profile.
4. For an unknown or repeated failure, contact support with the message reference, time and visible outcome, not passwords or raw provider logs.

Prevent duplicate follow-up

Refresh the current state when another teammate is investigating. A status change does not create permission to retry, and expired messages are not a backlog to send in bulk. Use the original booking/campaign/automation to understand the context.