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Patient Copilot Help Center

Troubleshooting SMS Delivery

It’s frustrating when a text never arrives—whether it’s an appointment reminder, a promotion, or a two-way chat. This guide walks you through each step of our delivery pipeline, shows you where things can go wrong, and gives you clear, actionable fixes so you can get back on track fast. * * * ## How Message Delivery Works When you send a message from Patient Copilot, it travels through multiple layers:!(https://assets.patientcopilot.ai/c44ba3291bd855fa.jpg) If the message fails at any layer, it may not be delivered to the end user. Let’s look at how to spot these issues and fix them. * * * ## Where to Find Error Messages in Patient Copilot If your message didn’t go through, check the Conversations View. In most cases, when a message fails to send or deliver, we display an error in the conversation view that appears like this:!(https://assets.patientcopilot.ai/5bd47fa15b21afee.jpg) The error message and error code will provide you with clues about what is going wrong and how to proceed from there. * * * ## Common Reasons Why Messages Fail (And How to Fix Them?) ### 1. At the High-Level Layer | Issue | Cause | Fix (Help docs) | | --- | --- | --- |

Contact has DND (Do Not Disturb) enabledWhen DND is enabled for a contact on the message channel or overall, Patient Copilot doesn’t send the message and displays an error in the conversation screen.Remove DND status from the contact to resume message sending. ➡️ DoNotDisturb DND
The Number Is a LandlineWhen number validation is enabled, the system checks if a number is message-capable (i.e., not a landline). If not, it prevents the message from being sent.Use a mobile number instead or disable number validation if necessary. ➡️ Number Intelligence
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Sub-Account is New and Undergoing Ramped SendingPatient Copilot restricts message volume for new sub-accounts to prevent spam, gradually increasing limits over time.Wait for limits to increase automatically, or have the agency request a lift. ➡️ LC Phone Messaging Policy (check Ramp-Up Model: section)
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Sub-Account Has Hit Its Daily Message LimitEach sub-account has a daily message limit set by the agency. Bulk and automated messages stop sending once this limit is hit, but individual replies can still be sent. Agencies have control over these limits for each sub-account.Adjust daily limits from the agency settings, or wait until the next day. ➡️ LC Phone Messaging Policy
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Sub-Account Sending Suspended Due to High Errors, Opt-Outs, or ComplaintsSub-accounts exceeding spam, opt-out, or carrier complaint thresholds have message sending suspended. Attempts to send messages during suspension will be skipped and display an error.Follow deliverability best practices and contact support if needed. ➡️ Best Practices for Deliverability