If you are sending text messages through Gloo Workspace but people are saying they aren't receiving them, there could be a few reasons.
š” Want to know why a message wasn't received? Broadcast Analytics helps you understand message delivery performance by tracking success and failure rates for both Standard Broadcasts and Smart Broadcasts.
You can check how many people are unsubscribing from your number on the Analytics page of your account.
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.
Common Causes of Undelivered Messages
1. Carrier-Level Blocks
Some mobile carriers may block messages from toll-free numbers, marking them as spam or rejecting them outright. This can occur even if the messages are marked as delivered in Gloo's logs.
2. Spam Filtering by Devices
Many cell phone providers and devices now have spam folders for text messages. Messages containing certain keywords or URLs may be flagged and redirected to these folders.
3. Incorrect Recipient Information
Messages may fail to deliver if the recipient's phone number is not correctly assigned within Gloo.
4. Subscription Status Issues
If a recipient has been removed and re-added to a distribution list, their subscription status may need to be reset.
5. Message Content Triggers
Messages with promotional language or public link shorteners (e.g., bit.ly) are more likely to be flagged as spam.
Any references to drugs, violence, guns, sex, or hate are flagged as spam. Be very careful particularly in prayer requests, because references to "suicidal," "on a morphine drip," etc, can all trigger this spam filter.
Wording related to working from home or job offers, etc may be detected as scam opportunities are are sometimes blocked via the texting provider. In these cases you will need to contact us so that we can investigate further with the provider to resolve the issue.
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.
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 contact support by clicking the chat bubble in the bottom right corner of your screen, and we are happy to help!
If your message does not send, please avoid sending it again to prevent any additional credit charges or duplicate messages being sent.
Category | Failure | Description |
Opt Out | Recipient opted out | The person has opted out of receiving messages from the sender, and will be unsubscribed from future messages. |
Invalid Number | Invalid recipient number | Landline, invalid number, or phone not enabled for texting. |
Invalid Number | Recipient cannot receive messages | The phone number is inactive, invalid, or cannot receive messages. |
Invalid Number | Recipient number is unavailable | The phone number is not assigned to a carrier. |
Invalid Number | Recipient number is not connected | The phone number is not connected to an account or carrier. |
Invalid Number | Recipient cannot receive toll-free messages | The phone does not allow messages from toll free numbers. |
Invalid Number | Recipient number is blocked | The phone number is blocked from receiving messages. |
Invalid Number | Recipient number is deactivated | Phone number has been deactivated, and is not associated with any active carrier. |
Spam Blocked | Message blocked as spam | The carrier or phone considers this message spam. |
Spam Blocked | Shortened link was rejected | The carrier blocked the message because it contains a shortened web link. |
Spam Blocked | Sender or recipient is blocked | Either your Gloo number or the phone number has been blocked by the carrier. |