Summary: Occasionally, a message sent to a guest may stay on "Sending" for longer than expected instead of going through. This usually happens when the channel used to send it (such as WhatsApp, SMS/Twilio, Facebook Messenger, Telegram, Line, etc) hadn't been fully set up for that property yet at the time the message was sent — for example, if the property has just been onboarded and that channel is still being set up, or if the channel is in the process of being re-integrated. Once the channel is set up, resending the message should work as normal.
Permissions Required:
Conversers with access to conversations can view and resend messages.
Only a location admin or brand admin can check whether a channel is integrated, under Settings > Channels.
Steps to follow
Open the conversation and check whether the message is still showing "Sending".
Check with your location or brand admin whether the channel used (such as WhatsApp, SMS/Twilio, Facebook Messenger, Telegram, Line, etc) has been fully set up for the property.
Admins can go to Settings > Channels, then filter by the location, and click at 'Sync channels' to see the latest integrated channels:
ℹ️ Info: This can happen if the property has recently been onboarded with that channel, or if the channel is currently being re-integrated. Your admin can confirm this under Settings > Channels.
If the channel is now set up, try resending the message from the conversation.
If there's no option to resend, get in touch with our support team and we'll help you resolve it.
Common Questions
Q: Why does my message stay on "Sending" instead of showing as failed?
A: This can happen when the channel used to send it — such as WhatsApp, SMS/Twilio, Facebook Messenger, Telegram, Line, etc — wasn't fully set up for the property yet when the message was sent.
This is most common if the property was newly onboarded with that channel, or the channel was being re-integrated at the time. Rather than marking the message as failed right away, it can be left showing "Sending".
Q: Will resending the message work now?
A: Yes. Once the channel is set up for the property, resending or sending a new message should go through normally.
Q: Should I always use a WhatsApp template to start a conversation?
A: Yes, when reaching out to a guest first over WhatsApp. Using the WhatsApp template option makes sure your message is sent through the correct channel. If the guest last messaged you through the mobile app, your message would go there instead.
Q: How do I know if a channel is set up for my property?
A: Check with your location or brand admin, who can view this under Settings > Channels. You're also welcome to get in touch with our support team and we can confirm this for you.
Q: Is this related to a recent change to my account?
A: It can be. This is most common when a property has just been onboarded with a new channel (such as WhatsApp, SMS/Twilio, Facebook Messenger, Telegram, Line, etc), or when a channel is being re-integrated.
Your location or brand admin can check whether setup is complete under Settings > Channels, or get in touch with our support team and we can confirm this for you.