Summary: If messages aren't being delivered, check the channel configuration, verify guest contact details, and review the message delivery status in the Conversation thread for specific error information.
When messages sent through the Alliants Experience Platform (AXP) aren't reaching guests, the issue could be with channel configuration, guest contact information, or external provider limits. This article covers troubleshooting for SMS, email, and WhatsApp delivery failures.
Troubleshooting by Channel
Supported vs Unsupported Use Cases
AXP is optimized for guest communications. Using the platform for non-guest interactions, such as with third-party vendors or internal staff, may result in delivery failures. To avoid this:
Ensure conversations are set up as guest interactions.
Use supported guest communication channels like SMS or WhatsApp with approved templates.
SMS Messages Not Delivered
Verify the guest's phone number is in the correct international format (e.g., +44 for UK)
Review your SMS provider's dashboard for delivery reports and error codes
Confirm you haven't exceeded your SMS quota or rate limits
Check if the recipient's number has opted out of messages
Monitor your daily message usage under A2P 10DLC regulations to avoid hitting the carrier-imposed cap. If you frequently encounter this issue, contact your carrier or AXP support to explore solutions like increasing your daily message cap.
Email Messages Not Delivered
Verify the guest's email address is correct and valid
Check your email sending domain configuration (SPF, DKIM, DMARC records)
Ask the guest to check their spam/junk folder
Review bounce reports for permanent or temporary delivery failures
Ensure your sending domain hasn't been blacklisted
WhatsApp Messages Not Delivered
Confirm the guest has an active WhatsApp account on the registered number
Verify your WhatsApp Business API connection is active
Check that you're using an approved message template for outbound messages (outside the 24-hour window)
Ensure you haven't exceeded WhatsApp's messaging limits
Frequently Asked Questions
Why do unsupported use cases lead to delivery failures?
AXP is designed specifically for guest communications. Using it for non-guest interactions, such as with vendors or internal staff, can result in delivery issues because these scenarios are not supported. Ensure all communications are guest-related to avoid such problems.
How can I check if a message was delivered?
Open the Conversation thread with the guest. Each message shows a delivery status indicator: sent (single tick), delivered (double tick), or failed (error icon). Click the status icon for more details about any delivery issues.
Why do some messages show as "sent" but the guest didn't receive them?
"Sent" means the message left AXP successfully but doesn't guarantee delivery to the guest's device. The message may be queued at the carrier or provider level. If the status doesn't update to "delivered," check with your channel provider for more information.
Can I resend a failed message?
Yes, you can resend a failed message from the Conversation thread. Click the failed message and select "Retry" to attempt delivery again. If it continues to fail, check the error details and resolve the underlying issue first.