Understanding SMS text message delivery exceptions, failures, and recipient opt-in/opt-out procedures helps ensure effective communication via XenDirect. Xenegrade provides detailed delivery reports to help track the status of messages.
Delivery Status and Message Logs
Xenegrade updates the Message Log Report with SMS delivery statuses. Messages typically transition through these statuses:
- Sent: The message has been successfully sent but has not yet been confirmed as delivered.
- Delivered: The message has been successfully delivered to the recipient.
- Undelivered: The message could not be delivered due to issues such as an invalid phone number or carrier rejection.
- Failed: The message could not be sent due to an error.
Note: In some cases, delivery status information may not be available, and the message will remain marked as Sent.
Delivery Failures
Unsuccessful messages that result in Failed or Undelivered statuses will display an error message in the SMS Message Log Report indicating the reason for failure.
Important: Refer to your Twilio account to determine any applicable charges for undelivered messages.
Opt-In/Out and Start/Stop Commands
Recipients can opt out of receiving SMS messages at any time by replying with any of the following opt-out keywords:
- STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT
This opt-out process is automated and requires no action from the sender. Additionally, recipients can manage their SMS preferences in their XenDirect user profile.
Key Points About Opt-Outs:
- Opt-outs via STOP commands are recorded in Twilio but do not modify the recipient’s XenDirect profile.
- Opt-outs via XenDirect profile settings do not sync with Twilio’s STOP records.
- A recipient must manually opt back in after using a STOP command by replying with START or YES.
Opt-In/Out Scenarios and Message Outcomes
| XenDirect Profile Setting |
Recipient STOP Opt-Out Used? |
Message Sent? |
|---|---|---|
| Allowed SMS Text ✅ |
No ❌ |
✅ Sent & Delivered |
| Not Allowed ❌ |
No ❌ |
❌ Not Sent |
| Allowed SMS Text ✅ |
Yes ✅ |
❌ Not Sent |
| Allowed SMS Text ✅ |
Yes ✅, then START ✅ |
✅ Sent & Delivered |
Re-Enabling SMS After a STOP Opt-Out
If a recipient has previously opted out using a STOP command but wishes to opt back in:
- Instruct the client to reply to the last SMS they received with START.
- If the previous text is unavailable, the client should send START to your unique SMS phone number, which can be found in your Twilio account settings.
Conclusion
Proper management of SMS delivery statuses and opt-in/opt-out procedures ensures reliable message delivery and compliance with texting regulations. Regularly reviewing Message Log Reports and educating recipients about opt-in/out options will help maintain effective communication. For further assistance, refer to related articles or contact support.