Why do my SMS messages fail to send?

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11 Comments

  • Virginia Buechel

    This is an issue we have been dealing with and have limited the characters and even called and asked customers if they have "unsubscribed" and have not found any evidence of either of these options to cause this failure. Still trying to figure out why they aren't going through? Perhaps a volume issue?

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  • Carl McDowell
    Zendesk Customer Care

    Hi Virginia,
    The above are the common reasons messages can run into issues. I have opened ticket so we can go into more detail on what is happening in your account and we can look more specifically into the issues your customers are facing.

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  • Trevor Foley

    Carl McDowell - hello! any updates on this issue Carl? We're running into the same problem.

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    This comment has been edited by the Zendesk Community Team to remove an image that contained personally-identifying information.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Trevor, 
     
    Sorry to hear you're experiencing issues with SMS messages failing to send. It may be better to reach out to our Customer Care team via Messaging so we can troubleshoot this there. Most likely we will need to look at account specific information to find a solution here so we want to make sure we handle this sort of request privately. More information on how to reach out to our team here: Contacting Zendesk Customer Support
     
    Let me know if you run into any issues contacting our team.
     
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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    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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  • Hannah Price

    Hello!

    I have noticed that our texts with links in them are not sending. Is there a way to work around this block?

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  • Carl McDowell
    Zendesk Customer Care

    Hi Hannah,
    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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  • Jahn Bronilla

    Hello Team, how do you change the sender name for SMS/Text? We want it to show as the name of the company. 

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  • Shannon Pesta
    Zendesk Customer Care
    Hi Jahn! Thanks for your comment!
     
    It is not possible to set a business name or caller ID for outgoing SMS messages. This is going to be controlled by the receiving device and if they have saved the number with contact information. 
    A workaround could be to introduce your business name or advise your customer to save the number for future communications within the SMS body. 
     
    An additional option for US Talk numbers is registering for CNAM. This is a feature offered by our carrier to display a business name for outgoing calls. More details here: Does Zendesk support CNAM ? Hope that helps!
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  • Jahn Bronilla

    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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  • Shannon Pesta
    Zendesk Customer Care
    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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