> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Sms troubleshooting

> Fix common SMS channel issues — missing replies, undelivered texts, number verification errors, and carrier blocking.

Before debugging, have these ready: your **phone number**, the **channel status** in your [OpenCX dashboard](https://platform.open.cx), and a **recent message** if available.

<Tip>
  Looking for setup steps? See [Connect SMS](/sms/connect-sms). For routing logic, see [SMS Flow](/sms/message-routing). For US number registration, see [US Number Compliance](/sms/compliance).
</Tip>

## Common Troubleshooting Scenarios

| Symptom                                      | Likely cause                                      | What to do                                                                                                     |
| -------------------------------------------- | ------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- |
| **No AI reply**                              | **Autopilot** disabled for SMS                    | Enable under your org's [Autopilot settings](https://platform.open.cx/settings/autopilot).                     |
| **Message not in inbox**                     | SMS delivery not configured correctly             | Re-enable SMS on the number under **[Channels → SMS](https://platform.open.cx/channels/sms)** and save.        |
| **"Phone number not found or not verified"** | Number not in verified-numbers list               | Verify the number under **[Settings → Phone Numbers](https://platform.open.cx/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](/sms/compliance).                   |
| **Reply contains raw HTML**                  | Unusual AI output                                 | This should not happen — contact support.                                                                      |

<Info>
  If texts are not arriving in your [OpenCX dashboard](https://platform.open.cx), the problem is almost always the **number configuration** — not a platform outage.
</Info>

## 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

<CardGroup cols={2}>
  <Card title="Connect SMS" icon="plug" href="/sms/connect-sms">
    Re-check number verification and channel setup.
  </Card>

  <Card title="SMS Flow" icon="route" href="/sms/message-routing">
    Re-check session matching and delivery path.
  </Card>

  <Card title="US Number Compliance" icon="flag" href="/sms/compliance">
    Carrier blocking? Check 10DLC and toll-free registration.
  </Card>

  <Card title="Autopilot And Topics" icon="sliders" href="/handoff/topics">
    Verify channel-level Autopilot and topic rules.
  </Card>
</CardGroup>