Messaging health

Settings → Templates → Health answers the question every other messaging screen dodges: what is actually happening right now?

What the automated messaging is doing right now — what is queued and roughly how long it will take to clear, how each sending number is really performing, and the limits behind both. Delivery figures count only messages the network gave a definite answer about, and how much of the traffic that was is shown beside them.

The Messaging health tab showing the queue tiles, sending numbers table and sending limits

The four tiles

Tile	What it tells you
Waiting to send	How many messages are queued, with how many are due now.
Backlog	Roughly how long the queue takes to clear, at the current per-number-per-minute rate.
Held for the morning	Messages the quiet window is holding. They go out when quiet hours open.
Opted out	People asking to be left alone.

A big held for the morning number is normal, not a fault — it is tonight’s follow-ups queued up for the morning release.

Sending numbers, last 24 hours

One row per number, with a “N need attention” counter in the corner.

Column	What it is
Number	The sending number.
Attempted	Messages sent from it.
Delivered	Confirmed delivered.
No word yet	Sent, no outcome reported.
Failed	Confirmed failures.
Failure rate	Failures as a share of messages with a definite answer.
Confirmed	How much of this number’s traffic got a definite answer at all.

A number in trouble is flagged Needs attention in red.

Read the two together, as the screen itself says:

The failure rate counts only messages the network gave a definite answer about. “Confirmed” is how much of the traffic that was — a high failure rate over a low confirmed share is a much smaller statement than the same rate over a high one.

A number marked Needs attention is on its way to being blocked by carriers. Rest it, check what you have been sending from it, and make sure your opt-out line is on.

Sending limits

Leave a field blank to use the default shown beside it.

Setting	What it does
Texts per number per minute	Default 4. Anything over this waits a few minutes and goes out in a later one — never dropped, never counted as a failure. Zero removes the limit.
Quiet hours	Follow-ups and reminders send only between the hours below, in the customer’s local time. Outside them they hold and go out the next morning.
Sending starts at / Last sends by	The open window. Customer’s local time, not yours. Default 8 AM to 10 PM.
Spread the morning backlog over (minutes)	Default 45. Not a delay — messages held overnight go out between 8:00 and 8:45 instead of all at once on the hour. One number firing its whole backlog in a minute is what gets numbers flagged. Zero releases everything at opening.
Failure rate worth flagging (%)	Default 10%. A number is only judged once 50 of its messages have a definite answer.
Opt-out line	Added to the first automated text of a conversation and again once a month — not to every message, which would push many of them over a length boundary for nothing.
News goes out at night	Quotes, confirmations, dispatches and delivery updates send when they happen. Follow-ups and reminders still wait for the morning.
Rest a failing number automatically	Off by default. With it on, a number over the threshold stops sending until it recovers — its messages wait rather than fail. Leave it off to be told first.

Click Save when you are done.

Quiet hours are worked out in the customer’s local time, using your organization’s time zone as the base. If the time zone in Business settings is wrong, this is wrong too.

”The texts are not going out”

Work down this list:

Is it queued, or is it stuck?

Check Waiting to send and Backlog. If the backlog is shrinking, it is going out — just not yet.

Is the quiet window holding it?

A large Held for the morning count means exactly that.

Is a number resting?

Look for Needs attention, and whether Rest a failing number automatically is on.

Is it the pace?

A low texts per number per minute with a big queue is slow by design. Backlog tells you how slow.

Is the template even active?

Back to Templates — an inactive template never sends.

Does the sender exist?

No default SMS contact means nothing sends at all. See Profile.

Templates

The messages themselves.

Email deliverability

The same problem, for email.

Personal

Account

CRM settings

The four tiles

Sending numbers, last 24 hours

Sending limits

”The texts are not going out”

Templates

Email deliverability

​The four tiles

​Sending numbers, last 24 hours

​Sending limits

​”The texts are not going out”

​Related

Templates

Email deliverability

The four tiles

Sending numbers, last 24 hours

Sending limits

”The texts are not going out”

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