Investigate failed message delivery

Question

Staff says WhatsApp/SMS/email was sent but the member did not receive it. What should manager check?

Steps

• Open Communications and review Connected Providers for account status and health status.
• Click Verify or Sync on the affected provider account if credentials/templates may have changed.
• Open Health Monitor and check health checks, sync logs, and Dead Letters.
• Use the dead-letter queue name, reason, and status to identify whether the failure came from provider credentials, template approval, recipient opt-out, invalid phone/email, rate limit, or worker failure.
• Open Template Registry and confirm the template is active, channel-matched, and, for WhatsApp, approved.
• Open Consent & Opt-Out register and confirm the recipient is not suppressed for that channel.
• If the issue came from a campaign, open Campaign Detail > Delivery and inspect recipient value, status, error text, and provider message id.
• Fix the root cause before retrying. Do not repeatedly send the same failed message without changing provider/template/recipient state.

Correct outcome

The manager can explain whether the message was sent, suppressed, failed, or blocked by provider readiness and can fix the correct source.