FAQS

This page explains the frequently asked questions related to SMS Channel.

Q1. What happens if an SMS is sent to a user who is out of network coverage?

When an SMS is sent to a user who is out of network coverage or has their device turned off, the SSP integrated with HCL CDP will still receive the SMS campaigns created for engagement. The SSP will attempt delivery based on the queue duration set in the campaign:

  • If the queue duration expires before the user becomes reachable, the SSP will drop the message.
  • If queue was disabled when creating the campaign, the SSP will drop the message immediately after the first delivery attempt.
  • If a user receives multiple messages while out of coverage or with their device off, all messages will be delivered back-to-back once the user is reachable.

Q2. Why messages are not delivered to some users?

Messages may fail to deliver for various reasons, such as incorrect phone numbers, unsupported geographical locations, out-of-network status, expired monthly quotas, and similar factors.

Q3. Why are messages queued for some users?

Messages are queued for certain users in the campaign's target audience to enable delayed delivery. This occurs during Do Not Disturb (DND) hours or due to frequency cap settings applied to those users.

Q4. How can I check if my new DLT template is working?

To verify if your new DLT template is functioning, send a test message using the template to a target number. Monitor the delivery status in your SMS platform's reporting section to confirm successful transmission. To test the message, click Try It Out option.

  1. Click the TRY IT OUT tab.
  2. In the Text Message, add a DLT-approved text message template.
  3. In To, enter the mobile number you want to send the SMS to.
  4. On Successful delivery, the API response will be displayed in the Response section.

Q5. Why was my SMS notification not delivered?

Several factors can cause SMS notifications to be undelivered:

  • Frequency Caps: If the frequency cap limit is reached, the message will fail. Frequency caps are set daily, weekly, monthly, or lifetime, depending on engagement settings. Users with a remaining frequency cap value greater than 0 will receive the engagement. For more information about Frequency Caps, refer Core Elements.
  • Personalization Failure: This occurs when the engagement cannot replace personalizing parameters with actual user profile data. For example, if a user’s profile lacks a premium amount but the engagement template includes it as a macro, the engagement will fail for that user.
  • Hard Bounce: If a hard bounce event occurs, it indicates that the user’s number is invalid or the recipient has blocked the sender. In this case, mark the contact number as unreachable for future SMS communications.
  • Insufficient Credits: If the client’s ESP quota is exhausted or credits are insufficient, the message will not be delivered.
  • Invalid Sender ID: If the sender’s user ID is invalid, the SMS will fail.
  • Dropped: Sometimes, the SMS is dropped by the vendor due to various internal reasons specific to the vendor.