Review the record before retrying or escalating a message issue.
What to check
Open the permitted lead thread and review recent message status, time and any failure or block reason. Some operational logs require elevated access. Share the workspace, time and visible error with support, without copying full customer conversations or sensitive details.
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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