Why do my SMS messages fail to send?



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Carl McDowell

Zendesk Customer Care

Edited Oct 09, 2024


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19 comments

Hi test,

The best way to get to the bottom of the issue will be working with the support team. I believe you have an existing ticket with them.
It is highly likely the issue is related to US phone numbers needing to be registered, this is covered in the article registering to use A2P 10DLC for text messaging (https://support.zendesk.com/hc/en-us/articles/4408837560730

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Hello - 

 

I noticed that this error seems to be occurring when more than one phone number is associated with the user profile.  In this scenario, even if the SMS was created on the secondary phone number, Zendesk will attempt to reply to the primary number on the user profile.

 

To get around this, you can set the SMS number as the primary number by removing and readding the other phone number(s) on the user profile.

 

Alternatively, I published an app that can do this from directly inside of the ticket interface.

 

Hope this helps!

 

Brandon

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I have tried sending a text with two different numbers and each time I try to respond as an agent, it fails. A message appears that says we can't deliver to this number.  What can I do to fix this? I need text set up this week and nothing is working. Thanks!

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Thanks Christine Diego yes this would help.

Would there be a way of the trigger firing if the end user didn't have a phone number saved?  How would I get this to refer or check this automatically?  Also if a number was later added, I don't know that I could get this tag removed without manually checking the tickets that are attributed to this end user.

Bear in mind that the end user is linked to the ticket in a related field and not the requester for the ticket itself.

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Hi Rolf,
 
You can add a tag to those tickets either via macro or trigger, and then use the condition "Tag" "Contains none of the following" in your current trigger to exclude those tickets. You can check this article for details. 

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We've got a trigger that sends a text message to the end user for a ticket, however we occasionally get the "We couldn't deliver this message" typically when the customer doesn't have a number.  This is not really an issue at the moment, however this system message changes the ticket to Open status.  Is there any way of preventing this message from changing the status of the ticket?  

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Hi Maria

To help find the reason why your messages are not being sent, I've created a ticket for you as there are multiple possibilities on the reasons. Some of the common reasons:

  • United States carrier policies discourage the use of shared public URL shorteners, and state that your URL shortener should be both proprietary and properly branded
  • Your message was identified as spam or unwanted messaging by Twilio's message filtering system
  • U.S. carriers have implemented A2P 10DLC, please see this article for more details - Registering to use A2P 10 DLC for text messaging
  • If you are sending messages from a toll free number Toll-Free now requires Verification to send SMS

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Hey everyone! Whenever a team member tries to submit an SMS with a URL in the message, it will not be delivered. What is the solution?

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Hey Jahn! Thanks for your reply. 
 
Outgoing SMS messages from Zendesk can be replied to. I will create a ticket for us to continue troubleshooting! Talk to you there!

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Hi Shannon Pesta - that makes sense but can also confirm as to why the customers cannot reply to a text message from Zendesk? 

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