26.2 SMS & Calling Troubleshooting (Delivery Errors, Spam Flags, Quality)

  • SMS Failing to Send/Deliver?
    1. Check Conversations for Error Icon (⚠️) next to the message. Hover for error code (See 7.7 for common codes).
    2. Check Contact's SMS DND status (Did they reply STOP?) (See 3.18).
    3. Is it a valid mobile number? Use Number Validation (Settings > Business Profile) (See 7.6 / 22.2). Sending to landlines fails (Error 30006).
    4. CRUCIAL: Check Compliance Registration Status (Settings > Phone Numbers > Trust Center). Is A2P Brand Approved? Is A2P Campaign Approved/Active? Is Toll-Free Verification Approved? Are numbers linked to campaigns? Pending/Failed registration is the most common cause of blocking (Error 30034/30032/30007) (See Chapter 23).
    5. Check Geo-Permissions if sending internationally (See 7.8).
    6. Check Wallet Balance (Settings > Company Billing) (See 7.9 / 22.21).
    7. Check message content for forbidden keywords or blocked URL shorteners (See 7.4).
    8. Try resetting number webhooks (Settings > Phone Numbers > ... > Re-validate) or contact support.
  • Outbound Calls Marked "Spam Likely"?
    1. Did you register SHAKEN/STIR and CNAM in the Trust Center? (See 23.3 / 23.4).
    2. Are you using a Verified Caller ID? (See 7.2).
    3. Avoid making excessive numbers of calls from the same number in a short period. Rotate numbers if high volume.
    4. Ensure good call practices (don't hang up immediately if voicemail answers).
  • Poor Call Quality (Web Dialer/Mobile App)?
    1. Check Your Internet Connection: Run speed test (speedtest.net). Need stable, low ping (<50ms ideal), low jitter (<10ms ideal), sufficient upload/download bandwidth. Wired connection is more reliable than Wi-Fi.
    2. Check Your Device/Browser: Use latest Chrome. Grant microphone permissions. Close other demanding apps/tabs. Ensure correct headset/mic is selected.
    3. Disable VPNs / Strict Firewalls: These can interfere with call audio streams.
  • Call Forwarding Not Working?
    1. Ensure the Forward Calls To number (in Number Config or User Profile) is an external, non-Close Master number (e.g., your cell, not another LC Phone number).
    2. Check Incoming Call Timeout isn't too short.
    3. Ensure Call Connect is ON if forwarding to a number where you don't want personal voicemail to pick up.