When a text is not sent
| Reason | What it means |
|---|---|
| SMS is off for this business | Turn it on in Settings. |
| No phone on the lead | Common and not an error — many requests have none. |
| No sender number configured | The business needs a number to send from. |
| Customer opted out | They replied STOP. This is permanent until they reply START. |
Opt-outs are per phone number, not per lead
A customer who replies STOP stops receiving texts from us entirely — including on future requests, to any business. This is a legal requirement, not a preference, and it cannot be overridden from the dashboard.
STOP, UNSUBSCRIBE, CANCEL, END, QUIT and a few others all count. Whole-message matching is used, so "please stop by around 3pm" is treated as what it is — a scheduling note.
Replies come back to the same lead
A text from the customer lands in the same conversation as the marketplace messages, cancels follow-ups and wakes the AI exactly as a chat reply would.
Before you can text in the US
US carriers require registration (A2P 10DLC) before they will deliver business texts reliably. Until it completes, messages may be filtered without warning. Failed deliveries show on the lead timeline with the carrier's reason rather than disappearing.