Troubleshooting & Deliverability

Work through this checklist in order:

• Consent — does the contact have valid SMS consent for the message's purpose (marketing vs. informational) in their jurisdiction? Check the contact record's consent panel.
• DNC list — is the contact on the national DNC, your internal DNC, or have they previously replied STOP?
• Calling hours — is the send time within the recipient's local calling-hour window?
• Phone number — is the recipient phone number valid and SMS-capable (not a landline)?
• 10DLC registration — if you're on Pro/Enterprise with a dedicated number, is the 10DLC registration complete and approved by carriers?
• Plan limit — have you hit your monthly SMS cap? Check the dashboard usage panel.

The Send history shows the exact status and any error code for each attempted message.

Open the message in the Send history. The compliance trace shows exactly which rule fired (e.g., "calling hours: Maryland 8 PM cutoff exceeded" or "consent: written opt-in required for marketing voice to wireless"). Each violation includes a remediation hint — typically either reschedule the send, change the message classification, or capture additional consent.

Common causes: a deliverability shift at your sending domain (check DKIM/SPF/DMARC records), a content change that triggered spam filters, a high bounce rate from stale list data, or a campaign that targeted contacts who hadn't engaged in a long time. The dashboard's deliverability panel surfaces bounce rate, spam complaint rate, and unsubscribe rate trends so you can spot regressions early.

If you're on Pro or Enterprise sending from your own domain, also check your provider's dashboard (SendGrid, Mailgun, etc.) for delivery and reputation issues.

This should not happen — STOP triggers an immediate opt-out across all queued and future SMS. If you see this, check:

• Was the reply received by Respectly? Verify in the unified inbox.
• Is the contact opted out on the SMS channel? Check the consent panel.
• Are the unwanted messages going through a different channel (email, voice)? STOP applies to SMS only; the contact must use the email unsubscribe link or a separate voice opt-out for those.

If all three are clean and the contact is still getting SMS, contact support — this is a bug worth reporting.

Check the call recording and transcript. Common causes: the recipient hung up early, the AI's disclosures couldn't complete in the allotted time, voicemail was reached instead of a live person, or the recipient's verbal response was ambiguous. The call analytics show the call status (completed, no answer, declined, voicemail) and the consent capture result.

From any page, click the help icon in the top right and choose Report a Bug. Include what you were trying to do, what you expected, what actually happened, and the time and approximate URL. Screenshots help. We respond within the SLA for your plan tier.