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. |
| None of the above | — | Contact support via your OpenCX dashboard. Include your number, channel status, and a recent message. |
If texts are not arriving in your OpenCX dashboard, the problem is almost always the number configuration — not a platform outage.
Limits
| 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. |
Related Documentation
Create SMS Agent
Re-check number verification and channel setup.
SMS Flow
Re-check session matching and delivery path.
US Number Compliance
Carrier blocking? Check 10DLC and toll-free registration.
Autopilot And Topics
Verify channel-level Autopilot and topic rules.