This article presents how to monitor the progress of your SMS message send, spot potential issues by recognizing the send status, and manage your send in the easiest way possible.
View message details
In Campaign, you can view the SMS messages that you sent, scheduled, published, deleted, or archived on the SMS messages classic page.
- In the Campaign menu, click SMS and group messaging > SMS messages classic.
- Click the Sent, Scheduled or Published tab to view mobile messages sent to contacts. Click the message name to see the details:
- SMS message name: The unique name that given to the SMS, created in the SMS draft.
- Text to join programs: Shows the associated text to join program(s) created in the SMS Campaign Manager.
- Sender ID: The 11-character, alphanumeric string that can be used as the "from" address for SMS text messages that are sent out (MTs).
- Country code: Displays the country code; for example, 'US'.
- Contact source: The Campaign contact list or database used to send to contacts.
- Message saved in: Location where the message is saved in your organization.
- Throttling: Shows if throttling is switched on or off.
- Link tracking enabled: Shows if link tracking is switched on or off.
- Character replacement enabled: Shows if character replacement is switched on or off.
- Gateway send status: Shows if and when the message was sent. Shows the date and time.
- SMS message body: Displays the text in the message body.
- If you want to see the Message ID, in the Name column hover over the message's name.
- You can also click the Download error file link to view the SMS validation error file.
- View the sent and delivered status of your SMS messages. The available statuses displayed in SMS Campaign Manager are found in the next section.
Note: The Deleted and Archive tabs will redirect you to the email section.
SMS message statuses explained
|
Status |
Definition |
|
Sent |
The outgoing SMS was successfully handed to the final destination carrier's SMS gateway (in case of direct connection) or to the downstream SMS gateway (in case of an indirect connection to the final destination carrier). |
|
Delivered |
The outgoing SMS was successfully delivered to the intended recipient. This is an acknowledgment sent by the final destination carrier. |
|
Error |
Anything that happens en route to a carrier that causes failure will get an error, such as:
|
|
Undelivered |
The outgoing SMS failed and was not sent to the final destination carrier (in case of direct connection) or to the downstream SMS Gateway (in case of an indirect connection to the final destination carrier). |
|
Received |
For incoming MO SMS messages only. The SMS Campaign Manager received MO SMS from the recipient. |
|
Processing |
For incoming MO SMS messages only. The SMS Campaign Manager received MO SMS from the recipient. This status is only seen briefly in times of high volumes of large SMS received messages. |
Notes about SMS message status
- The timestamp presented is not necessarily an actual sent or delivered time. For the sent status, the system shows the date/time when the SMS campaign manager processed the acknowledgment receipt from the SMS gateway that performed a send. There could be a potential delay because of heavy traffic payload. The key note is that the SMS gateway sent the message in a specified time.
- For the delivered status, the date/time shows when the SMS campaign manager processed the delivery receipt, not when the mobile carrier delivered the message.
- Deleted published messages will become unavailable and impossible to retrieve. Those already in use in a configured program step will continue to send until the step is unconfigured.
Cancel or stop an SMS message send while it is sending
The send experience (Send now) or REST API (Send SMS to a contact source)
If you selected the Send now feature in the Send engine to send or publish an SMS email, organization administrators can view the progress of SMS emails, including the remaining contacts and total sent. As an org admin, you can pause, stop and restart SMS emails in progress on the Active emails tab.
Unfortunately, if the SMS email has already started sending, then there is no way to retract the message from contacts who have already received it.
The send experience (Scheduled) or REST API
If you scheduled your SMS message to send in the future, you cancel the send as long before the scheduled send time. Select the SMS mailing in the Scheduled tab and click Unscheduled. The SMS email goes to the Sent tab but is not sent.
If your contact source is very large, your message may appear on the Scheduled tab with the status Preparing to send even if you’ve selected Send now. In this case, you can use Unschedule to cancel the SMS email.
Program SMS step
There is no way to cancel an SMS email to contacts who have already reached the SMS step and have moved on to send engine. However, you can deactivate the program to prevent sending SMS messages to contacts who have not yet entered the SMS step. When a program is deactivated, contacts already in the program are paused in their current position and new contacts cannot enter.
Transactional SMS REST API or the external consent SMS REST API
There is no way to cancel SMS emails sent using the transactional SMS REST API or the external consent SMS REST API.
Copy and reuse an SMS message
You can copy any type of published SMS message on any platform so you can reuse the message content and settings in a new message. The originally published message remains unchanged.
Note: if the published message is being edited by another user, you cannot copy it.
- Select the message from the Published SMS messages, go to the Actions column and click the Copy icon.
- Open the copy of the message draft and rename it.
- If you want, you can change the message settings and content and then send, schedule, or publish the SMS message.
Use a republished SMS message in an active program
To use the republished message that was edited, you need to manually deactivate the program and update the SMS message program step with the republished SMS message.