A customer isn't getting texts or emails
Usually a wrong number, a wrong email, or a message type that's switched off.
- Check the phone number and email on the customer's profile — a single typo is the most common cause.
- Make sure that type of message is turned on in Settings → Alerts.
- Ask the customer to check their spam or junk folder.
- If they replied STOP to a text, they've opted out — they need to text START to opt back in.
- Check Settings → Email shows your email is ready to send.
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