Resolving Common TX SMS Errors

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Issue/Error	Resolution
User can't send SMS messages	If you've Installed & Configured TX SMS but a user cannot send SMS messages, the reason is likely due to permissions. To set permissions for Advisors: Navigate to Setup and search for Users. Navigate to the ‘Permission Set Assignments’ section. Select Edit Assignments. Click the TX SMS Advisor permission set from the Available Permission Sets list and select Add. Save your changes. To set permissions for Admins: Navigate to Setup and search for Users. Navigate to the ‘Permission Set Assignments’ section. Select Edit Assignments. Click the TX SMS Admin permission set from the Available Permission Sets list and select Add. Save your changes.
Send SMS button isn't pre-filling with the Contact's phone number	This issue is typically due to incorrect permissions. You'll need to verify the affected user(s) have the SMS Advisor Permission Set assigned: Navigate to Setup and search for Permission Sets. Click on the TX SMS Advisor Permission Set. Click Manage Assignments. Verify the affected user(s) are listed or Add the User(s) by clicking Add Assignments. Save your changes.
Disappearing Texts/Student Information	It is best practice always to search for the student first in the search menu in the blue column on the left-hand side of the SMS page, and if the student does have a pre-existing conversation, you should add new texts on the pre-existing conversation. The green plus button on the top left of the screen is intended for use when starting new conversations with students who have not been previously sent SMS messages from the inbox you are using or when merging duplicate conversations. Using the search function on the left instead of the green plus button to search for existing conversations should eliminate most UI issues with the student information or conversation history disappearing.
SMS messages not being sent	If you are having problems with SMS texts not being sent, please check the A2P 10DLC registration status of your inbox in your Twilio configuration. As of September 1, 2023, A2P 10DLC registration is legally required for all inboxes to ensure SMS deliverability. If you have not gone through the A2P 10DLC registration process with each of your inboxes, please do so via your Twilio account configuration. To determine if your registration process has been completed, see the Twilio Support article How do I check that I have completed US A2P 10DLC registration? If your registration is listed as Failed, please open a case with Twilio and then a case with TargetX Support, including your case number with Twilio. In the TargetX support case, providing the names and IDs of the impacted inbox(es) would also be helpful. If your registration is listed as Verified and message sending fails, please open a case with TargetX Support. In this case, please provide a few examples of recipients' names and phone numbers that are not correctly sent. (Please note that depending on the error, It may be necessary to open a case with Twilio subsequently.)

For details on viewing Console errors, see Troubleshooting using Console Mode.