Why a reply didn't send

A reply that could not be sent may stay in the thread marked Not delivered. Check the saved message state and reason shown, then use the matching step below. A timeout or missing delivery report is not proof that the customer received nothing.

Check the connection or sending setup

• The connection is down. The reply box tells you which number or account, with a Reconnect → link into Connections. Replying from a different account of yours would confuse the customer, so Qcom waits for the original one.
• No approved SMS sender ID. SMS needs one before anything goes out.
• No verified sender for email. Set up a sender or a domain in Settings → Senders.
• Web chat replies are on the Growth plan and above. Below it you can read web chat conversations but not answer them.
• The Flow isn't published for this number. Publish it for the number the conversation is on.
• The file isn't right for the channel. Instagram takes images and MP4 video only, SMS takes no attachments, and email attachments go through the email composer.
• Your monthly allowance for that channel is used up. Top up a bundle or your wallet for WhatsApp; for Messenger, Instagram and Telegram, check your plan limit.

Wait or choose another way to reply

• The WhatsApp 24-hour window has closed. Send an approved template instead — see The WhatsApp 24-hour window.
• The Instagram or Messenger reply window has closed. Wait for the customer to write again; Meta doesn't offer a template route there.
• The contact has opted out of that channel for this kind of message. An ordinary reply may still be allowed where a marketing template isn't.
• A WhatsApp number is still being activated. Our team is told automatically. You can send when the number is live.
• A web chat visitor has left and there's no email for them. Your reply waits in the chat until they return. Email follow-up needs their address and the setting turned on.

Something genuinely went wrong

• The channel refused the message. Follow the explanation shown and correct the stated problem. Retry only after checking the existing attempt's delivery state; do not repeatedly send the same message while its outcome is unclear.
• Qcom couldn't check the WhatsApp window. Try again in a moment — the conversation itself is fine.
• There's a billing problem on the WhatsApp number with Meta. Sending resumes once that's settled on their side.
• Email attachments were too many or too large. Ten files, seven megabytes in total.
• Email sending is paused because too many recent emails bounced or were marked as spam. Ask support to lift the pause.

When it's a permission, not a failure

Retrying won't help with these.

• Your role doesn't include the Support area, or includes it read-only. A workspace owner can change that in Team settings.
• The inbox is private and you haven't been added to it, so you can't open the conversation at all.
• Handing a conversation to someone else is its own permission, and can be switched off per person.

Check the result after correcting the cause

After correcting the cause, check the original attempt before sending a replacement, then reopen the thread to inspect the new result. Accepted by channel is separate from Delivered and Read. If a reply contained a payment request or confirmation, also inspect the linked business record before requesting the action again. See Read message details.

Related

• Work a conversation
• The WhatsApp 24-hour window
• About the Inbox
• Decide who handles a conversation