Diagnosing Email and SMS Delivery Failures

When experiencing email or SMS delivery failures, it is essential to have a structured approach for diagnosis and resolution.

Below is a guide to help you identify and troubleshoot common issues : -

Common Causes of Delivery Failures -

1. Gateway Issues: Connectivity problems or outages with email/SMS gateways can lead to failed deliveries.

2. API Timeouts: Delays or timeouts in API requests can impede messages from being sent successfully.

3. Configuration Errors: Incorrect API keys, invalid endpoint URLs, or misconfigured sender details can prevent successful delivery.

4. Recipient Address Errors: Invalid or blocked email addresses and phone numbers may result in non-delivery logs.

5. Content Filters: Messages flagged as spam due to content or formatting issues might not reach the recipient.

Understanding these common issues can help in preventing and addressing communication failures effectively.

Troubleshooting Methods for Ensuring Reliable Email & SMS Delivery -

1. Check Gateway & API Status

• Verify if the email/SMS gateway provider is experiencing downtime.

• Test API connectivity to ensure requests are being processed correctly.

2. Validate Sender Credentials & Configuration

• Ensure SMTP settings, API keys, and authentication details are correctly configured.

• Confirm that the sender ID and domain are whitelisted and not blocked.

3. Monitor Bounce & Failure Reports

• Check hard bounces (invalid addresses) and soft bounces (temporary issues).

• Identify reasons like spam filters, full inboxes, or carrier restrictions.

4. Review Message Content & Format

• Avoid spam-triggering words, excessive links, and attachments in emails.

• Ensure SMS messages adhere to character encoding (e.g., GSM-7) and length limits.

5. Ensure Compliance with Regulations

• Confirm that recipients have opted in to receive communications.

• Adhere to DND (Do Not Disturb) lists and local telecom regulations.

6. Test with Sample Contacts

• Send test emails/SMS to internal recipients before launching large campaigns.

• Use different email providers and phone networks to check for consistency.

7. Retry Failed Messages

• Retry sending to failed recipients after verifying and correcting issues.

• Consider using fallback channels (e.g., WhatsApp or phone calls) for critical messages.

8. Contact Support if Needed

• If persistent issues occur, reach out to ExtraaEdge support or your email/SMS provider for further diagnosis.

How to Avoid Communication Failures in Email, SMS, and WhatsApp -

1. Ensure Proper Template Formatting

• Email: Use well-structured HTML or Advanced Builder with properly closed tags to avoid rendering issues.

• SMS: Keep messages within the 160-character limit to prevent splitting.

• WhatsApp: Use approved templates to comply with platform guidelines.

2. Verify Placeholders & Personalization

• Double-check placeholder formats (e.g., {{name}} or {username}) to avoid broken messages.

• Test personalized messages before sending to ensure correct data mapping.

3. Maintain a Clean Contact List

• Remove invalid or duplicate phone numbers and email addresses.

• Ensure recipients have opted in to receive messages to avoid delivery issues.

4. Check Sending Limits & Compliance

• Email: Avoid excessive sending to prevent being marked as spam.

• SMS: Adhere to character encoding (e.g., GSM-7) to prevent message corruption.

• WhatsApp: Use only pre-approved templates to avoid message rejections.

5. Test Before Sending

• Use test environments or internal numbers to check delivery and formatting.

• Verify links, attachments, and images to ensure they load correctly.

6. Monitor Delivery Reports & Errors

• Track open, bounce, and failure rates to identify potential issues.

• Address errors like spam flags, undelivered messages, or blocked contacts promptly.

7. Keep Messages Clear & Concise

• Avoid excessive formatting, emojis, or all-caps text that may trigger spam filters.

• Ensure the message conveys the intended information in a professional manner.

8. Regularly Update & Optimize Templates

• Review templates periodically for accuracy, branding updates, and compliance.

• Make necessary improvements based on user feedback and analytics.

By following the outlined steps, you can ensure more reliable message delivery and maintain effective communication with clients.