Why a message didn't arrive
When an email or text didn’t reach someone, start on the person’s row in Leads. In the Activity column, the three icons after the first are the three messages, and hovering one tells you exactly what happened to it.
Each icon gives you one of five states, in the wording the tooltip uses:
| State | Means |
|---|---|
| sent | it left our side and the provider accepted it |
| scheduled | it’s queued and hasn’t gone yet |
| not yet sent | nothing has been created for it |
| skipped | we decided not to send it, on purpose |
| failed | we tried and it came back |
The tooltips call them confirmation email, result email and result SMS — the same three the Delivery tab calls instant reply, video delivery and delivery SMS.
Scheduled
Section titled “Scheduled”It’s queued and hasn’t gone yet. Check the wait under Scheduling, and check quiet hours — an overnight window can hold a message until the next morning.
Not yet sent
Section titled “Not yet sent”Nothing was created for that message at all, which almost always means one of:
- The message was switched off when that person came through. Turning it on now doesn’t reach them — it applies to people who arrive afterwards.
- They came through before you set the message up.
- Your subscription wasn’t active when they came through, or when their video was ready — see your plan and usage.
- Your own sending domain has stopped authenticating. If you send from your own address and its records go missing, the domain shows Needs attention in Email domains and messages keep going out without authentication — many then land in spam or are refused. Put the records back.
On a custom without a quiz, the confirmation email always reads not yet sent: there’s no instant reply to send there.
A video delivery also needs the video to exist. If that never got made, see why a lead got no video — the email goes out on its own once the video appears.
Skipped
Section titled “Skipped”We decided not to send, on purpose, and hovering the icon says why. On an email, it’s a person with no email address (Contact has no email) or an address we can’t send to (Contact email is invalid). On the SMS, it’s no phone number on the person, a number we can’t use (no country code, or not a valid number), SMS not enabled for the workspace, SMS paused on your billing, or a destination we can’t text.
Failed
Section titled “Failed”It reached the provider and came back — a mistyped address, a mailbox that’s closed, or a recipient who marked earlier mail as spam. Those aren’t retried. An email we couldn’t hand over at all, because of a temporary error, is retried for a while; texts aren’t.
Sent, but they never saw it
Section titled “Sent, but they never saw it”Look in spam. Two things help most: sending from your own domain rather than ours, and setting Reply-to so replies reach you — an address nobody can reply to is treated with more suspicion.
Send yourself a test and see where it lands in your own inbox.