Why didn't my client get a text?

Go through these steps in order. Most cases are solved by step 3.

Step 1: Find the text in Marketing > SMS

1. Go to Marketing > SMS (the Texts page).
2. Pick the days around when the text should have gone out (Last 7 days, or Custom).
3. Type the client’s number in Customer’s phone number (the whole number).
4. Switch on Show texts not sent.

Now look at what you see:

What you see	Go to
No text at all	Step 2
Not sent · Not opted in to appointment texts (or marketing texts)	Step 3
Not sent · No number to send from	Step 5
Not sent with no reason	Step 4
Failed · Unsubscribed recipient (21610)	Step 4
Failed or Not delivered with another error	Step 6
Sent or Delivered	Step 7
Queued	It’s on its way. Check again in a few minutes.

Step 2: Was the text supposed to go out?

If there’s no row at all, FocalPOS never tried to send it. Check:

For appointment texts (confirmations, reminders, thank-you):

• Is it turned on? Marketing > Messages > Appointment texts. Nothing is on by default. See Appointment texts.
• Was it booked in time? A booking made less than 48 hours ahead gets no 48-hour reminder; less than an hour ahead, no 1-hour reminder.
• Is the client on the booking? Guests without a client record get no texts. Walk-ins get no booking confirmation.
• For the thank-you: was the visit marked Complete?
• Was the appointment moved? Reminders already sent for the old time aren’t sent again.

For marketing texts (automatic messages, one-time sends, rebook reminder):

Clients who can’t get a marketing text are left out before any text is made, so they never show in the list. A client is left out when:

• They haven’t said yes to marketing texts (see Step 3).
• They got another marketing text within the last few days (3 by default). See Marketing settings.
• They already got this message within its Each customer gets it limit.
• They didn’t match the message (for example, not exactly N weeks after their visit for the rebook reminder).
• The send fell outside the sending hours and was skipped, or is waiting for 8 AM.
• The message’s offer ended (the message shows Paused · its offer ended).
• The message was off at the time.

Step 3: Did the client say yes to texts?

1. Go to Customers and open the client.
2. Look at the Text messages card. Each kind of text shows Opted in, Not asked or Opted out.

• Appointment texts need Appointment texts: Opted in.
• Marketing texts need Marketing texts: Opted in. A yes to appointment texts is not enough.

If the client tells you they want texts, press Opt in, type What the customer agreed to, and press Record opt-in. They get a welcome text right away. See Text consent.

नोट

The booking site says “we’ll text you a confirmation” to everyone, but the two text boxes on the booking form start unticked. Many clients don’t tick them. Clients with an email address still get the email.

Step 4: Did the client text STOP?

If the client ever replied STOP, CANCEL, END, QUIT, UNSUBSCRIBE, STOPALL, REVOKE or OPTOUT to your number, they’re opted out of every text from your business. Their texts show as Failed (“Unsubscribed recipient (21610)”) or Not sent. You may also see the reply as a Received row.

Only the client can fix this: they text START to your texting number (the same number they texted STOP to), then reply 1, 2 or 3. Recording a yes on their page or on the booking form does not lift the block. See Text consent.

ध्यान दिनुहोस्

Clients often reply CANCEL to a reminder to cancel the appointment. That stops all their texts, and the appointment stays booked. Cancel it for them if they meant to.

Step 5: Does your texting number work?

Go to Settings > Texting number.

• No number anywhere: buy one. Without a number, texts show Not sent · No number to send from.
• A location without its own number texts from the Whole business number. That’s fine, as long as one of them has a number.
• The number must show Verified. Not verified, Submitted, In review or Rejected numbers get blocked by carriers. See Your texting number.

Step 6: The text was sent but not delivered

Failed or Not delivered means the phone carrier refused it. The reason shows on the row. Common ones:

• Unsubscribed recipient (21610): the client texted STOP. See Step 4.
• An invalid or landline number: check the client’s phone number on their record.
• A carrier block: usually an unverified texting number (Step 5).

Step 7: It says Delivered but the client didn’t get it

The carrier says the text reached the phone. Ask the client to:

• Check they gave you the right number (compare with their client record).
• Look for texts from your toll-free number, and check blocked or filtered messages (“Unknown senders” on iPhone, “Spam” on Android).
• Make sure they haven’t blocked your number.

Still not solved?

Email [email protected] with the client’s phone number, the kind of text (reminder, confirmation, marketing) and when it should have gone out.