Table of Contents

Dealing with Failed Broadcasts

Susan Swier Updated by Susan Swier

Reasons for Broadcast Failure

There are two main reasons broadcast messages may fail to be sent or delivered:

  • The broadcast has exceeded your respond.io broadcast message limits.
  • The broadcast has exceeded or violated the Channel limitations.

Investigating the Cause of Broadcast Failure

If you suspect a broadcast has failed, there are two methods to investigate it:

  1. Check the calendar in the Broadcasts Module.
  2. Check the Failed Messages Log in Reports.

Check the Calendar in the Broadcasts Module

In the calendar view, there will be a red triangle next to broadcasts that failed to send. Click on the triangle to see the error message.

screenshot of the calendar view in the broadcasts module

This error means that the entire broadcast was not sent because it exceeded the broadcast message limits for your subscription plan.

Check the Failed Messages Log in Reports

To find out whether messages failed to be delivered due to channel limitations, go to Reports > Messages > Failed Message Log.

The report contains the Date & Time, Sender, Contact Name, Channel, Type, Sub-type, Content, and Error.

screenshot of failed messages log

Filter messages to identify those that were part of the broadcast

Filter by date > select the date the broadcast was sent > filter by channel > select the channel the broadcast was sent on.

screenshot showing how to filter messages

View the errors

Scroll all the way to the right to see the the errors. In this example, the majority of errors were caused by a Contact blocking the business on the channel.

screenshot of errors in the failed messages log

If you find errors in the Failed Messages Log, check the limitations of the channel the broadcast was sent on.

Channel Limitations for Broadcasts

The following channels do NOT support broadcasts: Instagram, Website Chat, WeChat, Gmail or other email.

To avoid broadcast failure, take note of the limitations for each channel. See the following for specific channel limitations and policies on broadcasts:

Resending Failed Broadcast Messages

Often, when broadcasts fail due to channel limitations, they are partially sent.

Example: A business in WhatsApp’s standard tier can only send out 1,000 messages in a 24-hour period. If it sends a 1,500-message broadcast, 1,000 will go out and 500 will fail.

In a case like this, you may want to identify those who did not receive it and resend it to them.

There are two methods to resend failed broadcast messages:

  • Download Failed Messages using Data Export, reimport to add tags in bulk and resend (recommended).
  • View the Failed Messages Log from the Reports Module, manually add tags and resend.

Download Failed Messages using Data Export, reimport to add tags in bulk and resend

Tip: Learn more about Data Export here.
We recommend using this method because it provides you with the Contact ID, which makes resending messages in bulk easier.

Go to Settings > Data Export > Select Failed Messages from the dropdown > Set the date range for the date when the broadcast was sent > Export the data and download the CSV.

screenshot of how to export failed messages data

The CSV provides the following information: Date & Time, Sender ID, Sender Type, Contact ID, Message ID, Content Type, Content, Channel ID, Type, Sub-type and Error.

Filter the CSV by Channel ID to show only the failed messages from the Channel the broadcast was sent on.

How to find your Channel ID
To find your Channel ID number, go to Settings > Channels. The Channel ID is under the Channel name in the list.
Add tags and reimport to Contacts Module
Tip: Learn more about Contact Import here.

Go to Import Contacts > add the CSV file > select Update existing contacts only > select Contact ID for the identifier.

screenshot of importing contacts by Contact ID

Add a tag, e.g., failed broadcast 110122 to identify these as the Contacts that did not receive the broadcast and import.

screenshot of adding a tag to a contact import
Resend the broadcast

Resend the broadcast to these Contacts using the tag.

View the Failed Messages Log from the Reports Module, manually add tags and resend

Tip: Learn more about the Failed Message Log here.
View the Failed Messages Log from the Reports Module

Follow the steps to check the Failed Messages Log and identify the Contacts who did not receive the broadcast.

Go to the Contacts’ profiles and add tags
Tip: Learn more about Contact Tags here.

Go to each contact’s profile on the list who did not receive the broadcast because of the channel limitation and add a tag, e.g., failed broadcast 110122.

Resend the broadcast

Resend the broadcast to contacts with the new tag.

IS THIS ARTICLE HELPFUL?

We'd love to hear from you!

Start a Workflow Based on Broadcast Response

Can't find what you're looking for?

Talk to an expert here!

Contact Us
Powered by HelpDocs (opens in a new tab)

Powered by HelpDocs (opens in a new tab)