When a reply is not delivered

What Delivery failed means

Deskwoot sends every reply on the channel the conversation came in on. When that channel refuses it, the reply did not reach the customer. A red line under the reply then reads Delivery failed., followed by the reason, for example The contact has no email address. The reason comes from the channel and is always in English.

The line can show on email, WhatsApp, Telegram, SMS, LINE, X and API inboxes. WhatsApp and Twilio sometimes accept a message first and report a little later that it could not be delivered. The line then appears as soon as that report arrives. Everyone who has the conversation open sees it without reloading, in the web dashboard and in the iPhone and Android app.

What to do

1. Read the reason. It often names the fix: the contact needs an email address, the inbox needs to be connected again, or the customer has to write again first.
2. Fix the cause.
3. Send the reply again as a new reply. Deskwoot does not send a failed reply again by itself.

When only some files arrived

On WhatsApp (connected directly or through Twilio) and on Telegram, every file of a reply goes out as a message of its own, and your text goes with the first file or on its own. So a reply can reach the customer in part: your text and some files arrive, one file does not.

When your text arrived, or the reply had no text, the failed line offers a button: Send the missing file again, or Send the 2 missing files again when more are missing. One click sends only those files, as a new reply without text right below. The customer does not get your text a second time. The line under the first reply then reads The missing files were sent again below.

Each failed reply offers this once. If 2 teammates click at the same moment, only one new reply goes out, and the other sees There is nothing left to send again here.

The button follows the same rules as any reply. When the 24 hour WhatsApp window has closed, or a teammate is handling the conversation, it says so and sends nothing.

When there is no button

• Your text did not arrive either. Send the whole reply again, so the customer gets text and files together.
• A file is larger than the channel accepts. Sending it again would fail the same way. Send a smaller file or a link instead.
• The channel did not confirm a part in time. Deskwoot cannot tell what arrived, see the next section.
• Other channels. The button is there for WhatsApp and Telegram. An email, or a picture message by SMS, carries all its files in one message, so it arrives whole or not at all. Send the reply again.
• In the iPhone and Android app. The app shows the failed line and the note that the files were sent again. The button itself is in the web dashboard.

When the channel did not answer in time

Sometimes a channel takes a message but does not confirm it in time. Then nobody knows whether it reached the customer. Deskwoot does not mark such a reply as failed, because sending it again could give the customer the same message twice. Instead a line only your team sees says, for example: WhatsApp did not confirm the message “See you on Friday” in time, so it may or may not have reached the customer. Check with the customer before you send it again.

Frequently asked questions

Does Deskwoot try again by itself?

No. A failed reply stays as it is until someone on your team sends it again, or sends the missing files with the button.

Can a reply from Fynn fail too?

Yes. A reply from Fynn shows the same line with the same reason.

Why is the reason in English?

It is the channel's own text, shown as the channel sent it, so you see exactly what WhatsApp, Telegram, Twilio or the mail server said.

Does the customer notice anything?

They get only what the channel delivered. With the button they get the missing files afterwards, without your text a second time.

Can I send the missing files from the app?

Not yet. Open the conversation in the web dashboard and click the button there. The app then shows the note that the files were sent again.