Before you start
What you see: Not sent and a reason, under the message in the customer's conversation. For example “Not sent: the customer replied STOP.”, “This customer has no mobile number to text.” or “This address bounced or reported spam, so nothing more is sent to it.”
Why: we only text a mobile number that hasn't replied STOP, and only email an address that works. A customer can also turn off service messages in their portal.
- Open Messages and the customer's conversation. Read the reason under the message.
- Open the customer and check their mobile number and email address with them. A landline can't get texts.
- If they replied STOP, they get texts again only when they reply START. Email them in the meantime.
- If their emails bounced, correct the address and choose Start emailing again. See When emails to a customer bounce.
- Ask them to check their junk or spam folder, and to save your number or email address.
What happens next
Once the details are right, the next message goes. Messages that weren't sent aren't sent again by themselves, so send anything important again.
If something goes wrong
- Texts come from your business name: customers can't reply to a name. Replies only reach your Inbox when texts come from a harulu number. The owner changes this in Settings, Messaging.
- This month's texts are used up: texts wait, and any still waiting after 7 days aren't sent. Emails still go. The owner can see what's left in Settings, Messaging.
- “This customer hasn't agreed to marketing messages.”: offers and news only go to customers who agreed. Service messages still go.
Who can do this
The owner and managers with Can message customers.
Still stuck? Send us a message.