Troubleshoot SMS Delivery

Use this page when an SMS campaign cannot launch, recipients are missing, messages are blocked, or delivery and click events do not look as expected. Start with the symptom that matches your issue, then follow the linked setup or reference page for the full behavior.

Confirm that a short code has been provisioned by Treasure AI and assigned to the workspace. Sender provisioning is a supported setup process, not a self-service action in the campaign editor.

See Set Up SMS Sending.

Check that:

• The Parent Segment contains a phone-number column.
• Phone numbers use E.164 format, such as +12125551234.
• The Target Segment is the intended audience.
• Your consent and opt-out filters do not exclude the recipient unexpectedly.

See SMS Message Requirements and Limits and Manage SMS Consent and Opt-Outs.

The campaign attempted to send outside its configured delivery window. Engage Studio does not retry these messages automatically. Correct the audience segmentation or delivery window, then launch a new campaign.

See Configure SMS Delivery Windows.

Review the message text, Liquid values, UTM parameters, and destination URLs. Unicode characters, including many emojis, reduce the characters available per segment. A longer message uses more segments and increases delivery cost.

See SMS Message Requirements and Limits and Add UTM Tracking to SMS Campaigns.

Confirm that:

1. Workspace SMS links click tracking is enabled.
2. The campaign-level Use TD shortened URL setting is enabled.
3. The URL uses HTTPS.
4. The URL is not malformed, longer than 2,048 characters, a localhost URL, or already a Treasure AI short-link URL.
5. The message contains no more than five eligible URLs.

See Shorten Links in SMS Campaigns.

Click events require a shortened URL. Confirm that the workspace setting and campaign-level shortening setting were enabled before the campaign was sent, and that the recipient selected the shortened link rather than an unchanged full-length URL.

Click events are processed asynchronously, so they may not appear immediately. See Track Clicks in SMS Campaigns.

Check the appropriate table in the delivery_sms_<workspace_id> database:

• events contains post-send delivery statuses and quiet_hours_blocked records.
• error_events contains failures before acceptance by Twilio or after delivery retries are exhausted.
• subscription_events contains STOP and START events.

See View SMS Delivery Events.

• Create an SMS Campaign
• Set Up SMS Sending
• Manage SMS Consent and Opt-Outs