Manage SMS (text) messages

Use the SMS Manager to approve SMS (text) messages, and manage the message mailbox. Check the outbox regularly for messages that are waiting to be sent or that failed to send; missed communication with clients can result in missed appointments or follow-up.

See FAQs: SMS (text) messages for answers to common questions.

1. Click your name in the menu bar. Then click Administration.
2. Under General, click SMS Manager.
3. If the branch is not set to send SMS messages immediately, any messages waiting for approval are listed on the Ready to Approve tab (for the last 30 days).
4. Select the check box next to individual messages or select the check box in the header to select all messages.
5. Click Send Now to approve the messages waiting to be sent. The messages will move to the Outbox tab.
6. Click the Outbox tab to view pending or failed SMS messages.
7. Click a client's name to access the client record and update the phone number if the text message failed to send and save the changes.
8. On the Outbox tab, select the check box next to any SMS message or select the check box in the header to select all SMS messages.
9. Click Send Now. If successful, messages move to the Sentbox tab.
10. Click the Sentbox tab to view which messages have been sent.

Additional information: Delivery messages 

When there is an issue delivering SMS to a client, there are some common error messages you might see in the Sentbox tab. For example:

Message	Twilio Description	Common Causes
Error: 30003	The destination handset you are trying to reach is switched off or otherwise unavailable.	Mobile number does not sufficient signal. Landline saved in Mobile No. on client Overview. Mobile carrier issue or message filtering.
Error: 30005	The destination number you are trying to reach is unknown and may no longer exist.	The mobile number is unknown and may no longer exist. The device is powered off or has insufficient signal. Landline saved in Mobile No. on client Overview. An issue at the mobile carrier is preventing delivery.
Error: 30006	The destination number is unable to receive this message.	Landline saved in Mobile No. on client Overview.

For first troubleshooting steps, we recommend you: 

1. Confirm with the client that the mobile number you have saved to their client record is a valid mobile number.
2. Enter and save a new mobile number to the Mobile No. box on the client Overview, as applicable.
3. Send a test SMS from the Client SMS button on the right side of the client record.

If errors continue, please contact Neo Support for assistance. 

To see a log of SMS messages created in a specific time period, including any message codes and their descriptions, as applicable, you can run the Text Messaging (SMS) Usage report.

To see a complete list of message codes provided by our SMS provider, see Twilio's Error and Warning Dictionary. Note: Most messages received by Neo are within the 30000's range.