Broadcast Message Is Appearing In Broadcasts History But Is Not Sent

Overview

It can happen that a broadcast just shows up in the Broadcasts history but no messages appear to be sent.

Solution

Contact support with the following information and they will investigate and fix this issue for you:

  • Business Name (for which the broadcast was sent)
  • Broadcast Date and Time

<supportagent>

For initial troubleshooting, you can view the broadcasts history and this failed broadcast's analytics. View one of the subscriber's history to see if the message was sent to this subscriber. It is possible that the broadcast was sent out with a delay due to some active backend issue. You can also check if there are any incidents reported in Sinch/Mblox (https://status.sinch.com/) which is Bespeak's SMS aggregator that handles the messages.

Elevate to the Engineering team with the given information.

</supportagent>

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