Why aren't my SmartPlans sending text messages?

SmartPlan texts can fail to deliver for several reasons. Here are some important places to check if you see that your SmartPlan texts are not sending as expected.

Is Twilio Connected?

In order to send texts via SmartPlans, you must have Twilio connected in your Command Settings. Otherwise, the text steps will be skipped and show an error message. 

• Do you have an active Twilio subscription purchased from the KW Marketplace? This is a requirement to send texts via Command. 

• When you go into the Settings area of Command and scroll down to Twilio, does it show active/connected? 

Learn more about getting started with Twilio in Command.

Are You on a Team?

If you're on a team, there may be permission-related factors involved as well. Here are some things to check:

• Who owns the contact/lead, and who is assigned the contact/lead? In other words, does your account have permission to "work" this contact?

• Who is the Designated Agent, or the default sender, of SMS steps for your Team SmartPlans? (Your Team Rainmaker can verify these settings if you're unsure.)

  • If the Team SmartPlan is configured to send from the Contact Assignee, does that individual have an active Twilio subscription? Can they text the same contact manually via the contact record? To try this, click the phone number icon on the contact's details page and try sending a message directly to them. If it's received, Twilio should be connected and working correctly. 

  • If the Team SmartPlan is configured to send from the Rainmaker, does the Rainmaker have an active Twilio subscription? Can they text the same contact manually via the contact record? To try this, click the phone number icon on the contact's details page and try sending a message directly to them. If it's received, Twilio should be connected and working correctly. 

If you still have trouble after ensuring that you meet the connection and permission requirements, please reach out to Tech Support. You can submit a ticket here or connect with us via Live Chat in Command.