Sms troubleshooting

Before debugging, have these ready: your phone number, the channel status in your OpenCX dashboard, and a recent message if available.

Looking for setup steps? See Connect SMS. For routing logic, see SMS Flow. For US number registration, see US Number Compliance.

Common Troubleshooting Scenarios

Symptom	Likely cause	What to do
No AI reply	Autopilot disabled for SMS	Enable under your org’s Autopilot settings.
Message not in inbox	SMS delivery not configured correctly	Re-enable SMS on the number under Channels → SMS and save.
”Phone number not found or not verified”	Number not in verified-numbers list	Verify the number under Settings → Phone Numbers first.
Outbound texts blocked by carrier	Missing 10DLC registration (US local numbers)	Complete 10DLC brand and campaign registration. See US Number Compliance.
Reply contains raw HTML	Unusual AI output	This should not happen — contact support.

If texts are not arriving in your OpenCX dashboard, the problem is almost always the number configuration — not a platform outage.

Area	Detail
Inbound delivery	Near-instant once the carrier delivers.
AI processing	Typically seconds — depends on complexity and knowledge lookups.
Session auto-resolution	Approximately 3 hours of inactivity (org-level overrides possible).
Concurrent AI replies	One reply processed per session at a time.

Re-check number verification and channel setup.

Re-check session matching and delivery path.

Carrier blocking? Check 10DLC and toll-free registration.

Verify channel-level Autopilot and topic rules.