Texts aren't sending
The diagnosis path for silent SMS — from missing Twilio keys and A2P approval down to opt-outs, quiet hours, and daily caps.
Troubleshooting7 in this section
Outbound texting passes through a stack of compliance gates, and every one of them fails silently by design — carriers punish shops that text when they shouldn't. When texts stop, walk the gates in order: they're checked in this exact sequence on every send. Settings → Messaging shows the state of the first four at a glance, and each texting agent's page has a Before it can run checklist that does the same.
Ask Dash to check your setup
Open the ? button (bottom-right) → Ask Dash and ask "why aren't my texts sending?" — Dash can read your shop's messaging state and point at the failing gate.
Troubleshooting
Number and keys are fine, but nothing automated ever sends — and the inbox composer is disabled.
Why: The per-shop Automated messaging (A2P) toggle is off. It's off by default and gates all outbound texts, the composer included.
Fix: After your A2P 10DLC registration is approved, flip Settings → Messaging → Automated messaging ON. Don't enable it earlier — unregistered traffic gets blocked by carriers.
Agents text most customers but always skip certain ones.
Why: Those customers opted out (never texted, by anyone) or lack marketing consent while the consent requirement is on.
Fix: Check the customer's record. Opt-outs are honored unconditionally; the consent rule is the Win-Back Agent's "Only text leads with marketing consent" toggle.
Sends happen in the morning then stop, or never happen in the evening.
Why: The agent hit its daily send cap, or the time is outside the shop's quiet-hours window (default 9:00–19:00, shop-local).
Fix: Both are per-agent settings on its page under AI Agents. Raise the cap or widen the window — the agent resumes on its next run.
Common questions
Can I still reply manually from the Inbox while Automated messaging is off?
No — the composer is disabled too, with a note telling you why. The toggle is the shop-wide A2P compliance gate for every outbound text. Inbound texts still arrive and are readable the whole time.
How long does A2P 10DLC approval take?
Typically 1–3 weeks, handled in the Twilio console. Start it on day one — it's the long pole of texting setup, and nothing automated can send until it's approved and the toggle is on.