Start with the recorded result
Open the conversation and read the message’s state and error. A failed send, a pending send, and a delivered message without a reply need different next steps. Note when the attempt happened, including the timezone.
Pending or Confirming delivery means confirmation has not finished. Outcome unknown or a timeout can mean a message was dispatched without a timely response. Inspect the transcript and message record before sending another copy.
A campaign message that has not gone yet may be waiting for morning
Automations, scheduled messages and announcements keep to quiet hours: 8 AM to 9 PM in the recipient’s own time, or tighter in some states. One due during their night has not failed and has not been sent; it goes by itself within a couple of minutes of their morning. Do not resend it.
A copy marked “Cancelled before it was sent” on a campaign message usually means it was still waiting on the line when the person’s evening ended. A fresh one goes by itself in their morning, so do not resend that one either.
Check the recipient and sending line
An integration that requests a number outside its project cannot fix that problem by retrying the same request. Update the credential or number selection deliberately.
- Confirm the full phone number or iMessage email, including the country code.
- Check the project and the sending number, including any saved contact assignment or explicit number in a CRM workflow.
- Confirm the number is accessible and available to your account.
- Check whether the contact is blocked by your organization.
- If the error describes pacing, capacity, or content restrictions, address that specific reason before trying again.
Check for a partially completed send
A file and accompanying text are separate sends. If the file arrived but the text failed, retry only the missing text after checking the conversation. Reattaching the file can create a duplicate.
An inbound event without text may contain media or an action. Check its attachment and event fields rather than assuming it is an ordinary written reply or a voice-note playback receipt.
Give support a traceable example
- Workspace, project, and sending number.
- The message or request ID, exact error, and approximate time with timezone.
- Whether the problem happened in Miss Blue, a CRM, or a custom API integration.
- Whether one recipient or multiple recipients on the same line are affected.
- What you already checked, without API keys, passwords, or unrelated customer content.