Use message history to understand what happened to a communication.
What to check
Message events can record inbound messages, sends, delivery changes, blocks and opt-outs. Read the channel, direction, time, status and reason where available. A send attempt or provider acceptance is not proof that the customer read the message. Do not retry a message just because a delivery update is delayed.
Check the channel and purpose
SMS and email consent are recorded separately for the business workspace. Service follow-up concerns the customer’s request, quote or booking; it is not permission for unrelated promotions. Respect opt-outs and record the real source and date of consent.
When a message is blocked
Read the reason, check consent and channel configuration, and review the recent thread before retrying. Do not invent consent or override an opt-out to make a message send. If you cannot resolve the issue, ask your workspace Owner or support.
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