Twilio - Unsubscribed Clients

Text Message Failed to Send

If a text message cannot be sent to a customer, a ticket will open on your dashboard, letting you know that it failed to send, as shown below. There will be a reason listed, such as the customer having unsubscribed or the service being unavailable (Twilio issue).

You can use the Ticket Report to view which customers this ticket has opened for. You can go into Reports > All Reports > Tickets, or you can type “Tickets” into the Search bar at the top of the page. In this report, you can type “Failed” into the Search bar and select Customer for the Type. This will only open tickets that were opened under a customer.

Steps to Resend a Text Message

To resend text messages, you must update the customer’s contact information. If a text message fails to send, the phone number’s Contact Type will be updated to “Other,” and the “Unsubscribed” box will be checked. A black symbol will appear next to the contact.

Please note: If the customer actually unsubscribed by choice, taking these steps will not resubscribe them. The customer will have to resubscribe by texting YES or START. The steps below will still need to be taken to ensure a text message can be sent out successfully after they have resubscribed. Here’s our guide with more information about customers who choose to unsubscribe.

1. Go to the Customer Profile.

2. Go to the Contacts & Notifications section.

3. Click on the contact that has a black symbol associated with it.

4. In the contact details, uncheck the Unsubscribed box.

5. Change the Contact Type to Cell Phone.

6. Click Save.

If a text message fails to go through for any reason, any notifications linked to this number will be removed. To recreate those reminders, you need to click the Create Notification button located at the bottom section of the page.

Automated Notification Resending

If the notification in question was automated, you can simply resend it through the Daily Notifications feature. Follow these steps:

1. Navigate to Reports.

2. Select Customer Reports.

3. Click on Daily Notifications and pull the report for the day the reminder was scheduled to be sent

4. Look for both customers in the list provided.

5. To resend the reminder, click either the paper airplane icon or the two arrows icon associated with the customer.

Resend Scorecards

1. Go to the Reports tab > Customer Reports > Scorecard Results

2. Uncheck the "Only Show Responses" box at the top of the page

3. Click "Resend Scorecard" to resend them