Start with the event, not a new test
Open the affected conversation and the Message Delivery Log. Record the Contact, exact destination endpoint, channel, event time, status, displayed reason, and provider reference when shown. Do not create extra messages simply to reproduce a failure.
Read the state correctly
- Scheduled: the canonical event is waiting for its dispatch time. Eligibility and provider readiness will be checked again.
- Pending: Crewvana has not yet recorded a terminal provider result.
- Sent/accepted: the provider accepted the handoff; this does not prove the recipient read it.
- Failed: use the event or Message Delivery Log reason before retrying.
- Dismissed: retry attention was cleared; delivery history was not changed.
A retry is appropriate only after the underlying condition is corrected. It reuses the failed event path and still enforces current eligibility.
Check the common eligibility layers
Every outbound path—including Inbox, templates, scheduled jobs, retries, quotes, reminders, and Automations—must pass the applicable checks:
- the exact endpoint is not suppressed;
- Contact-wide and channel-specific DND are off;
- required marketing subscription/consent is current;
- the selected channel and provider are ready; and
- the content, template, variables, attachments, and reuse rules are valid.
See Understand Communication Consent and Suppression before changing recipient settings.
SMS checklist
- SMS Sending is enabled in Communications > SMS.
- The selected Twilio number is active, functional, and allowed for the traffic type.
- SMS business registration plus the number's 10DLC campaign or toll-free verification is in an allowed provider state.
- The recipient phone is normalized and not suppressed by STOP or provider error 21610.
- The message is within the 1,000-character Crewvana limit and has no more than five 5 MB attachments.
Do not switch to a different tenant number to route around a recipient suppression.
Email checklist
- Email Sending is enabled in Communications > Email.
- The Contact has the intended email endpoint and is not blocked by DND/suppression/marketing rules.
- Reusable templates are active, are email type, have valid subject/content, and resolve every required variable.
- Attachments meet the five-file, 5 MB-per-file limits.
- A provider rejection, bounce, or network error remains provider-dependent even when local validation passes.
Meta checklist
- Facebook is connected to the intended Page in Settings > Integrations.
- The conversation contains a valid Messenger PSID or Instagram-scoped identity.
- The Meta composer is text-only, limited to 1,000 characters, and does not support scheduling.
- Meta App Review, Advanced Access, Page subscriptions, account relationships, and provider policy can still block delivery.
Use Send and Troubleshoot Meta Messages for the full provider checklist.
Templates and Automations
Template sends can fail for inactive/wrong-type templates, missing identity, unresolved variables, DND/marketing/reuse rules, or an unavailable channel. Automation Send SMS and Send Email run as soon as the path reaches them; Scheduling Hours are not applied implicitly. Add an explicit Wait action before the send when delivery must occur inside a business-hours window.
Escalate with evidence
Provide the event ID/time, channel, exact masked destination, sending channel, displayed reason/status, provider reference, and whether the failure came from Inbox, template, schedule, retry, or Automation. A human should review consent and provider configuration before any real resend. This guide was verified without sending a message or provider request.