Why didn't my SMS or WhatsApp message send?
SMS and WhatsApp errors usually show in the step details on the History tab, because the Test tab doesn't check numbers or message length.
Errors appear on the process's Test tab, in the step details on the History tab (click a red step badge), and on the dashboard (hover over the ! pill). In the messages below, … stands for a name, address or value from your own set-up.
Phone numbers and content
| Message | What to do |
|---|---|
'…' is not a valid E.164 phone number. | The record's number isn't a usable phone number, even after tidying. Check the data. See How phone numbers are formatted for SMS and WhatsApp. |
Message template … resolved an empty recipient. | The record has no phone number. Fix the data, or use a rule so only records with a number get the message. |
Message template … resolved an empty body. | The Body Text ended up empty for this record. Check the template and its tokens. |
SMS message template … exceeds Twilio's 1600 character limit. | Shorten the message. The limit applies after tokens are filled in, so allow for long values. |
Invalid message channel '…'. Expected 'Sms' or 'WhatsApp'. | Choose a Channel on the message template. |
Twilio set-up
| Message | What to do |
|---|---|
Twilio settings not found under tenant …. | Create a Twilio Settings item under your tenant, using the key Three 17 gave you. |
Twilio settings … referenced by message template … not found. | The Twilio Settings item picked on the template has been deleted. Pick another or clear the field. |
twilioConfigKey is not configured on twilioSettings …. | Fill in Twilio Config Key on the Twilio Settings item. |
Twilio configuration value 'AutomatedOn:Twilio:…:…' is not configured. | The key isn't fully set up by Three 17, for example there's no WhatsApp sending number yet. Check the key is spelt correctly, then contact Three 17 support. |
Twilio Sms phone number is not configured. (or WhatsApp) | Contact Three 17 support to set up the sending number. |
Twilio send failed with …: … | Twilio refused the message. The number after "with" is Twilio's status and the rest is its reason, for example an unreachable number or a WhatsApp sender restriction. If the reason isn't clear, contact Three 17 support with the full message. |