Setting up delivery notifications
You can set up delivery report notifications to be alerted when messages are delivered or fail. These notifications can be sent via email.
However, if you’re using the email option, it is recommended to select Only on Failure to avoid receiving an email for every message sent.
Timing of delivery notifications
The timing of delivery notifications will depend on the networks. But here are some timings you can expect:
Notifications for failed messages due to account issues are typically sent instantly.
Notifications for messages delayed due to the recipient’s phone being turned off may take up to 72 hours, as networks attempt to deliver the message multiple times before marking it as failed.
How to report delivery issues
This unique message ID can be used to report delivery issues to the networks. To investigate undelivered SMS messages, ensure to provide fresh samples, ideally at least three examples of undelivered messages sent to different recipients within the last 24 hours. Fresh samples aid in accurate investigation results, although samples up to 48 hours may still be considered.
You can report SMS delivery issues directly from your ClickSend account by following these steps:
Log in to your ClickSend dashboard.
Navigate to SMS History by clicking SMS in the left-side menu and selecting History.
Locate the specific message that was undelivered or failed delivery.
Hover over the message to reveal the Information (i) icon.
Click the Information (i) icon to access detailed options for the message.
Scroll to the bottom of the details page and click the Report button to submit your delivery issue. Providing necessary delivery samples as outlined will help the ClickSend team conduct an efficient investigation and resolve your problem.
The ClickSend support team will follow up with you via email once they receive information from the networks. It's highly recommended to report issues within 24 hours of sending the messages, as this significantly improves the chances of a successful investigation. Messages sent up to 48 hours prior may still be investigated, but prompt reporting is advised.
Test your delivery reports are working
To ensure your delivery reporting is working correctly, follow these steps:
Go to Account Settings > Messaging Settings > Delivery Reports Rules.
Check the rules listed.
If you need to create a new rule, click the blue Add New Rule button.
Select report on failure or report on success.
Add your email and click Save.
Test the delivery function by sending a message to your number for a report on success or to a number with a non-existent prefix (e.g., 555) to test the failure report.