Why Was My Message Blocked?
The safety checks every message passes, and what to do when one stops a send.
Every message passes safety checks before it's sent. A blocked message is never silently dropped: you see the reason, and it's logged.
Common Reasons
- No consent: marketing messages need the contact's permission on that channel. Transactional messages (replies in a conversation, booking notices) only stop if the contact withdrew permission.
- STOP or Do Not Contact: the contact replied STOP or is on the DNC Registry. A STOP reply blocks every channel.
- Quiet hours: by default, nothing automatic goes out between 20:00 and 08:00 in the contact's local time. Campaign emails wait and go out when the window ends.
- Message limits: there are caps per day, per email domain and per contact. Over a limit, the message goes to review instead of sending.
- Paused channel: the AI is switched off for that channel.
Quiet Hours Exceptions
Your own email reply in a conversation, and your own SMS or WhatsApp reply to someone who wrote in the last 24 hours, can go out during quiet hours. AI and bulk messages always wait.
Where to Look (Admins)
- Settings > DNC Registry > Blocked sends log: every send a safety check stopped, and why.
- Settings > Notifications > Outbound Quiet Hours: add quiet windows per region and channel. The default window can't be deleted.