In this article, you will find out how to track the status of SMS messages from a dispatch batch on the Track platform.
After sending an SMS, it is important that you keep track of whether messages are being sent or not. For this, it is possible to check what we call the status of messages in a dispatch batch.
How to check the status of SMS messages?
Log in our platform and, in the navigation menu, click on Dispatch Lots. Then click on the magnifying glass button View customers for the dispatch of your choice:
This way you will be able to check the status of each message:
What does the "Error while sending" status mean?
This status means that the SMS was not sent, for the following reasons:
- The number is from a country in which SMS sending is not yet supported. Find out which countries we have already triggered SMS for.
- The area code was not inserted;
- The number may not exist;
- The customer's cell phone operator may be experiencing problems;
- There may have been a communication failure between Track and the messaging service responsible for the dispatch (SMS broker).
Important: if you are sending messages to numbers from Brazil, it is not necessary to put a zero (0) before the area code. If this is done, the number may be considered invalid and the SMS may not be sent. Therefore:
Do not use: 011987654321 or 5501198754321. Use: 5511987654321 (including Brazil's code)
What does Sent status mean?
It means that the SMS was sent. However, it is not always possible to guarantee that the message was delivered to the recipient.
Curiosity: when you set up an SMS campaign and trigger it, the customer receives the survey SMS through the number 29086 (unless your company uses an integration with another SMS broker).
What does Not Sent Status mean?
Sometimes problems can occur in the communication between the company responsible for sending the SMS (which we call the broker) and the cell phone operator. Depending on the problem, it results in a specific status:
Not sent (carrier failure)
This usually happens when the SMS is not delivered to the customer because the customer's cell phone operator may be having problems or there was a communication problem between the SMS broker and the operator.
However, if you notice that there are many batches with this same error, please contact us by email firstname.lastname@example.org or via online chat to report and we will investigate if there are any error patterns.
Carrier shipping time expired
This usually happens when SMS is not delivered to the customer because:
Your cell phone is turned off;
Your cell phone is out of coverage;
The number may be incorrect;
The customer's mobile operator may be experiencing problems.
In this case, it is a problem that cannot be resolved. However, we are always in contact with SMS brokers to ensure the highest possible deliverability of SMS and to investigate these inconsistencies.
It happens for various reasons, which may be: suspicious content, invalid sender, end user has requested the blocking of sending messages from this source (block list) or the user's service is unavailable due to non-payment.
What do the other statuses mean?
When you get other statuses, the reasons may be as follows:
The message may be delayed to be delivered;
The message may not even be delivered;
The message may have been sent to an international number that Track does not yet support.
These statuses can change up to 72 hours after sending the message.
How to avoid problems when sending SMS?
When registering the phone in manual entry, or in spreadsheet cells, do not insert special symbols. This can hinder the processing of the number.
Sending to Brazil numbers
Remember to include Brazil's code (+55).
Do not use: (11) 98765-4321
Sending to other countries' numbers
Check if the country supports SMS sending in our article on international SMS.
Have any questions or feedback
about triggering SMS?
If you have any questions, tell us in the chat, send an email to email@example.com or phone (31) 3058-0303.
It will be a pleasure to chat with you and have the opportunity to improve this article =)