There can be several reasons why your SMS messages might not be successfully delivered through Waitwhile. Below are common issues and troubleshooting steps to ensure smooth delivery
SMS delivery issues
To see why a text failed, you will need to click on the visit with the failed messages and then open the Messages/Chat section of the customer information panel.
Next, click the red Failed to send SMS link that is displayed next to the failed message. This will open up a Message details box that will provide additional information about the failed message including a brief description.
Here are a some common errors that you may see in the Message details box:
Blocked by Waitwhile
This error simply means that the content of your message has been flagged by Waitwhile and will require our support team to remove the block. Please follow our best practice guidelines to reduce the risk of getting messages blocked or filtered by Waitwhile or our SMS provider.
Carrier Violation or Unknown Error
This error means that cellphone carriers have blocked your messages. Please contact our support team so they can troubleshoot in collaboration with Twilio, our SMS provider.
Unreachable Destination Handset
This error means that your guest entered a phone that is not in service or turned off. Please advise your guests to make sure that their devices are reachable.
Landline or unreachable carrier
This error means that your guest entered a landline phone number or the carrier is no longer reachable. Please advise your guests to make sure that their devices are reachable.
Other reasons
There are times when our SMS provider, Twilio, may be facing delays or other technical issues in your region. You can aways view the Twilio SMS status here: Twilio Status
Message credit issues
You may receive a failed message alert if you have exceeded your Message Credits. This is easily identified with a banner at the top of your Waitwhile dashboard. Note: This message can be dismissed easily, but will reappear the next time you login.
Reporting SMS issues to Waitwhile support
In the event that a large amount of SMS are failing unexpectedly with the same error message, or the error message displayed seems incorrect, please reach out to Waitwhile support via chat or by emailing support@waitwhile.com.
Please include the following when reporting an SMS issue:
The message IDs (or screenshots of the Message details box) for a few of the failed messages
Customer Name & phone number for a few of the failed messages
Location Name (or ID found under your user Avatar > About)
This information will allow us to reduce the additional questions we need to ask your staff and we can properly reach out directly to our SMS provider for a resolution.
To get help. get in touch with our Support team via chat or by emailing support@waitwhile.com.