Experiencing difficulties with sending SMS messages in VanillaSoft can be frustrating, especially if you notice a lack of replies or fail to receive an SMS you sent to yourself. This guide will help you identify common issues with SMS delivery and provide actionable steps to resolve them. Click the sections below for more details:
Identifying Blocked or Failed SMS Messages
If your SMS messages show an "Undeliverable," "Rejected," or "Failed" status, it could indicate a spam block or another issue. Follow these steps to confirm the status of your messages:
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Log in to VoIP Portal: Access your VoIP portal account using your username and password.
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Navigate to Messages: Open the Messages section from the left-hand menu, click on the Text sub-menu, then select Messages to view your SMS activity.
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Review Message Status: Select the most recent SMS conversation to view the status of your latest message. If the status shows Undeliverable, it means your SMS has been flagged and blocked as potential spam.
If your messages are being blocked, proceed to the Lifting SMS Blocks section for steps to resolve the issue and restore SMS functionality.
Understanding Why Blocks Happen
SMS blocks are usually enforced by third-party carriers, not VanillaSoft, and are triggered by various factors, such as:
- High Message Volume: Sending a large number of messages within a short timeframe.
- Message Content: Patterns in your messages may resemble spam, even if unintentional.
Note: Carriers do not notify VanillaSoft or users when a block occurs, so it is important to monitor the delivery status of your messages.
Lifting SMS Blocks
SMS blocks are typically temporary and are lifted after a waiting period. To expedite this process:
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Pause Messaging: Temporarily stop sending SMS messages to allow the block to reset.
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Disable SMS Feature: If necessary, temporarily turn off the SMS functionality in your account by unchecking the SMS Text Messaging option in the VoIP Line Configuration section. This helps prevent automatic texts from being sent when resolving calls.
- Note: If you’re unable to disable this setting, contact your VanillaSoft Administrator for assistance as this will need to be disabled from the Admin side of VanillaSoft.
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Test SMS Delivery: Send a single test message to yourself in the morning and another in the afternoon. After sending each message, check its status in the VoIP portal and confirm whether it is successfully delivered to your personal phone. Repeat this process daily until the block is lifted.
- Note: Avoid sending more than one test message at a time, as sending multiple messages while blocked can extend the duration of the block.
Note: Your Admin can temporarily disable SMS in your profile, but you will need to re-enable it when testing delivery.
Preventing Future Blocks
To reduce the chances of future SMS blocks, follow these best practices:
- Review SMS Guidelines: Visit our SMS Compliance and Best Practices article to learn how to maintain SMS compliance and avoid blocks.
- Monitor Message Content: Avoid sending repetitive or generic content that could be flagged as spam.
- Spread Out Messaging: Distribute your messages over time rather than sending a large volume all at once.
If you continue experiencing SMS issues, our support team is here to help. Contact us for further troubleshooting or assistance in ensuring smooth and effective communication through VanillaSoft.