If you are sending text messages through Gloo Communications but people are saying they aren't receiving them, there could be a few reasons.
Make sure that your number is verified by checking for a green dot next to the number in the bottom left corner of your Messaging tab. A dot of any other color indicates a problem with your verification status, and your account will not be able to message.
If you are sending a large Broadcast message, your message could be delayed depending on how many people you sent the message to. If you are sending the message to a large group of people, it may take a few minutes for everyone to receive the message.
Your message may have been flagged as spam by carriers. There are a few common reasons this happens.
A high volume of Unsubscribes in a short amount of time will stop the throughput of messages. Prevent this by ensuring you have permission to text the phone numbers. You can check how many people are unsubscribing from your number on the Analytics page of your account.
If you included a link in your message, links ending in "online.church" have been flagged by carriers no matter where they come from. We're not sure why those are flagged, but if you use the Gloo link shortener as a replacement, it will be delivered.
URLs that have been shortened by certain public shorteners are almost always flagged as spam. Instead, again try using the Gloo link shortener. A list of public shorteners to avoid includes:
bit.ly | goo.gl | tinyurl.com | budurl.com |
Tiny.cc | lc.chat | is.gd | bc.vc |
soo.gd | s2r.co | Clicky.me |
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Sometimes the message is sent correctly, but the phone of the person you are trying to send to is having issues. It may be that their phone isn't configured for texting with toll-free numbers, their phone is a landline, there is a billing issue on their end, or their carrier is experiencing an outage.
If someone is trying to join a Workflow but it isn't working, check to ensure they messaged in with the correct keyword to trigger it. Workflows only trigger when the exact keyword is sent in. For example, if you have a Workflow that uses "Service" as a keyword, but someone texts in "When is service?" it will not trigger the workflow. Have the person message in with one of the specified keywords, and they should receive the correct response!
The person may have opted out by texting in STOP to automatically unsubscribe to your messages, and this blocks all messages you send to them. If the person would like to receive messages again, they will need to text in START to resubscribe. You can check to see if someone has unsubscribed via the "Disconnected" status in the Communications Inbox, or the "Unsubscribed" status in People.
Check for duplicate deleted contacts and restore them if necessary. The Deleted status in Gloo currently blocks any messages to and from that person. Search for the person's phone number under People and filter by the Deleted status. If they've been deleted, you'll need to select their profile and restore it to begin receiving messages again.
If you continue to have trouble, please email us at support@gloo.us!