What Happens If Messages Fail?

Sometimes messages may get stuck in Pending or Queued.

In order to clear or resend these messages you can go into the dashboard and manually process them to push them through or delete them.

*NOTE: 

Pending = Message has been received from the CRM to our Gateway

Queued = Message has been sent from the Gateway to Mobile App on the phone

Messages that appear "Pending" in the conversation provider in High Level may show in either "Pending" or "Queued" in our dashboard. This is because there is no "Queued" status that can be displayed in High Level.

Messages may also appear Queued on the phone for the following reasons:

• High Sending Rate: Sending messages too quickly can cause them to queue. Adjusting the sending configuration to a slower rate may help.
• Device Manufacturer Limits: Some devices have restrictions on the number of messages sent within a specific time frame. If you receive an error indicating a large number of messages being sent, consider increasing the delay between messages to over 60 seconds.
• SIM Card Blocks: Issues with the SIM card, such as blocks, can prevent messages from sending.
• MMS Configuration: If sending MMS, ensure that the SMS Gateway app is set as the default messaging app to prevent queuing.
• Insufficient Balance: A lack of sufficient balance on your phone can cause messages to remain queued.
• Connection Failures: If the app cannot report status to the server due to connection issues, messages may queue but should send once the connection is restored.
• Older Device Issues: Older devices, particularly Oppo or Realme models, may prompt for confirmation every time a message is sent, leading to queuing. Using newer devices is recommended.