It sounds like you might be having an issue with your SMS messages being filtered from cell phone carriers. Follow these steps below to troubleshoot.

No Links! Clean Up Your Messages

Can you confirm that you aren't sending out any SMS messages or Emails with URLs in them? (other than the Waitwhile waitlist link) If you are, this is likely why your messages are being flagged as SPAM. URLs, links (or other link shorteners), excessive amounts of symbols, hashtags, and slang are all things that might make a message (SMS or Emails!) get flagged as SPAM. We suggest that you remove these types of links and symbols from your messages to prevent further messages from being flagged.

Is the Number a Cell Phone?

What is the error code that has popped up for this customer that isn't getting messages? You can click the 'Failed to Send Alert' red text on your Waitwhile waitlist to see the error code that the customer is experiencing. Simply open the 'action panel' by clicking the customer's name, select 'Chat' and click on the error message. The most common error message we see is 'Invalid Service Type' - If that's what you see, this means the customer didn't give a phone number that can get SMS messages (like a landline).

Are your messages over 160 characters?

A standard SMS message should be 160 characters or less - anything over that has the system send the message in two texts to your customers. This not only effects your over all SMS allotment from Waitwhile, but it's very likely that cell carriers will see your message as SMS SPAM message. If you need to give the customer lots of additional information, we suggest that you make your SMS Alerts shorter and turn on the email option to add that additional information there.

Has the recipient requested a block before?

If you haven't added any wording for an 'opt out' option for your customers, Waitwhile adds it for you to your Confirmation Alert. This means the recipient could have previously requested to not receive Waitwhile texts by sending "STOP" back to one of the messages they got from Waitwhile during another visit. Doing this will block all future texts, even if it's for a different business.

You can advise them to try texting "UNSTOP" to your Waitwhile sending number and it should allow new texts to reach them again.

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 and if possible include Message IDs (or screenshots of the Message Details box) for a few of the failed messages so that we can reach out directly to our SMS providers for additional assistance.

Related Articles:

SMS Error Messages

Best Practices: Making Sure Your Messages Don't Get Blocked by Cell Carriers

How to Use SMS Reply Triggers

FAQ: Why is "Reply STOP" being added to confirmation texts?

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