Messages XR Enterprise delivery troubleshooting guide

Successfully delivering messages through Messages XR Enterprise requires understanding how SMS and email work differently, troubleshooting when things go wrong, and verifying your message before you send. The right approach, correct settings, and advance planning affect whether your messages reach families, how quickly they arrive, and whether recipients can actually read them. This three-part series covers everything you need to know—from choosing between SMS and email to fixing common errors and testing before you send.

Part 1: Message delivery: Troubleshooting common errors

When sending messages, you may encounter error messages that prevent delivery. This article explains the most common errors, why they occur, and how to resolve them so your messages reach families successfully. Start here if you're getting an error when trying to send.

Topics include:

• Understanding error messages: "Failed to send. Type error," "Fix languages," "500 server error," and more
• Why errors happen and what each one means
• Step-by-step fixes for each error type
• Recipient list loading issues and timeouts
• Prevention: testing your message before sending to your full list
• Quick reference table of all common errors

Read Message delivery: Troubleshooting common errors →

Part 2: SMS vs. email delivery: What you need to know

SMS and email are fundamentally different technologies with different capabilities, limitations, and best practices. Understanding how each works helps you choose the right delivery method for your message and get better results. Use this guide to compare SMS and email and decide which is best for each situation.

Topics include:

• Character limits: SMS (160 English, 70 translated) vs. email (unlimited)
• Delivery speed and reliability for each method
• Special characters, emoji, and accent support
• Formatting and attachment support
• When to use SMS (urgent alerts) vs. email (detailed information)
• Hybrid approach: sending both SMS and email for maximum reach
• Common mistakes and how to avoid them
• Quick comparison table of SMS vs. email features

Read SMS vs. email delivery: What you need to know →

Part 3: Before you send: Pre-delivery checklist

Before clicking "send" on any message, take a few minutes to verify everything is correct. This checklist helps you catch problems before they affect families, ensures your message delivers properly, and prevents common mistakes that lead to support tickets. Use this guide every time you send an important message.

Topics include:

• Content review: typos, tone, call to action, sensitive information
• Character counting for SMS messages
• Special character checking (emoji, accents, symbols)
• Recipient verification: correct group and count
• Delivery method selection (SMS vs. email)
• Delivery timing and blackout hours
• Language and translation settings
• Test send procedure: how to verify before sending to your full list
• Troubleshooting before you send
• Quick checklist table for SMS, email, and always checks

Read Before you send: Pre-delivery checklist →

Quick reference: when to read each article