⚡Quick answer — Agents miss SMS alerts when any of nine blockers occur (e.g., daily SMS quota exhausted, SMS feature disabled, invalid phone number, personal opt-out, rule conflicts, or carrier issues). Run the self-check table below to confirm quota, settings, numbers, and rule priority before escalating.

When should you read this?

— Open this FAQ the moment an agent says, “I didn’t get the SMS,” or if you’re setting up After-Call SMS for the first time and want to know every condition that can silently suppress a notification.

Agents will not receive SMS notifications if any of the following conditions apply:

1. SMS Quota Exhausted

• Each account has a defined daily SMS limit (e.g., 100 SMS per rolling 24 hours).
• Once the quota is used, no further SMS will be sent until the usage window resets.

Fix: Check usage in Billing & Usage → SMS Usage and wait for a reset or increase quota.

2. SMS Notifications Feature Not Enabled / Not Included in Plan

• If SMS notifications are not part of the customer's current plan or the feature is turned off in settings, notifications will not trigger.

Fix:

• Check plan under Settings → Plan & Features.
• Enable under Manage → After Call SMS.

3. Invalid or Missing Agent Mobile Number

• If the agent’s registered number is missing, incorrectly formatted, or does not include a country code, SMS will fail.

Fix: Update phone number in the agent profile in E.164 format (e.g., +91XXXXXXXXXX).

4. Agent Disabled SMS in Notification Preferences

• If the SMS notification toggle is OFF in the user's profile, they will not receive messages.

Fix: Enable SMS under User Profile → Notifications → SMS ON.

5. Department Name or Template Text Is Too Long

• If the SMS exceeds allowed parameters (length, unsupported characters), the system may reject delivery.

Fix: Keep department names and templates concise and avoid emojis or special characters.

6. Rule Conflicts in Custom SMS Setup

• When multiple rules match the same scenario, only the highest priority rule is executed.
• If the high-priority rule does not apply to that agent, they may receive no SMS.

Fix: Adjust rule priority under After Call SMS → Rules → Set Priority.

7. DND/Opt-Out Restrictions

• If an agent’s number is under DND or has opted out by replying STOP, SMS delivery will fail as per telecom regulations.

Fix: The agent must manually opt-in again (if supported).

8. Account Limitation or Suspension

• In rare cases where billing is overdue or SMS access is paused by the carrier/provider, messages may be blocked.

Fix: Verify account status under Billing.

9. SMS Deliverability Issue at Carrier Level

• If the network is down, the phone is switched off, roaming restrictions apply, or the inbox is full, SMS may fail.

Fix: Retry once the number is reachable.

Quick Self-Check Before Reporting an Issue

Expected result: Once all conditions are met, agents should receive SMS notifications within 1–3 minutes of a call ending or event trigger.