Portal guide frequently asked questions
Copy page
Use these quick answers first. Each answer links to the full how-to article.
How do I create and launch a broadcast?
Section titled “How do I create and launch a broadcast?”Open Broadcasts, complete the form in order, calculate recipients, review the estimate, and confirm the launch. Follow the broadcast steps.
Why can I create a draft but not launch it?
Section titled “Why can I create a draft but not launch it?”Creating and sending are separate permissions. Ask the account owner to add send permission to your role. Read about launch access.
Why is Calculate Recipients unavailable?
Section titled “Why is Calculate Recipients unavailable?”Recipient calculation requires permission to read contacts. Ask the account owner to review your role. Read the cost-estimate steps.
Why does my message use two or more segments?
Section titled “Why does my message use two or more segments?”Long text, extended GSM-7 characters, Unicode, emoji, macros, and links can increase the part count. Read about segments and encoding.
What are the Sender ID rules?
Section titled “What are the Sender ID rules?”A Sender ID is 3–11 characters. Leading and trailing spaces are trimmed. It may use letters, numbers, hyphens, and spaces. A hyphen cannot be first or last. Hyphens cannot be consecutive. Consecutive spaces are not allowed. Read the sender steps.
Why was a broadcast stopped by the content budget?
Section titled “Why was a broadcast stopped by the content budget?”The template and every A/B variant must stay within 4096 bytes and 10 segments. Rewrite the content before launching again. Read the content limits.
Why can I not edit a scheduled broadcast near its start time?
Section titled “Why can I not edit a scheduled broadcast near its start time?”The new time must be more than 60 seconds in the future. Editing is blocked during the final 60 seconds before the scheduled start. Read the rescheduling steps.
What is the difference between pause and stop?
Section titled “What is the difference between pause and stop?”Pause is a temporary hold that can be resumed. Stop ends a running broadcast permanently. Read the broadcast controls.
What do SENT and ENROUTE mean?
Section titled “What do SENT and ENROUTE mean?”They are pending delivery states. Messages still pending after 3 days move to UNDELIV. Read the delivery-status explanation.
What does each delivery status mean?
Section titled “What does each delivery status mean?”SENT and ENROUTE are pending. DELIVRD is delivered. UNDELIV is undeliverable. REJECTD is rejected. EXPIRED means the delivery window ended. Not Billed means no message charge was recorded because the message was not accepted for sending. Read the delivery-status explanation.
Why does a message show UNDELIV?
Section titled “Why does a message show UNDELIV?”Delivery failed, or the message stayed pending for 3 days. Check the number before another attempt. Read the delivery-status explanation.
Why does a message show REJECTD?
Section titled “Why does a message show REJECTD?”The message was rejected before successful delivery. Review the recipient, sender, and text before retrying. Read the delivery-status explanation.
Why does a message show EXPIRED?
Section titled “Why does a message show EXPIRED?”The delivery window ended without confirmed delivery. Read the delivery-status explanation.
What does Not Billed mean?
Section titled “What does Not Billed mean?”The message was not accepted for sending, so no message charge was recorded. Read the broadcast counters.
How do opt-out links work?
Section titled “How do opt-out links work?”The {opt_out_link} macro becomes a unique unsubscribe link for each recipient. Opted-out numbers are excluded from later calculations. Read about opt-outs.
How do I find the cost of a campaign?
Section titled “How do I find the cost of a campaign?”Calculate recipients before launch for an estimate. Open broadcast details or Reports for recorded cost data. Read the reports guide.
Why does Clear all not show my full report history?
Section titled “Why does Clear all not show my full report history?”Clearing filters restores the default seven-day range. Choose the required date range before exporting. Read the report filters.
How do I export report data?
Section titled “How do I export report data?”Choose the tab, set the required date range and filters, then export the current CSV view. Read the CSV steps.
Which contact file formats can I upload?
Section titled “Which contact file formats can I upload?”The upload page accepts .csv, .txt, and .xlsx files. It does not accept .xls. Read the contact-upload guide.
Why will my contact file not import?
Section titled “Why will my contact file not import?”Map at least one column to the phone-number field. Check whether the first row is a header. Read the column-mapping steps.
What are databases and smart segments?
Section titled “What are databases and smart segments?”Databases organise contacts for targeting. Clicked and Converted segments narrow a database by recorded engagement. Read about databases and segments.
How do I reuse approved message copy?
Section titled “How do I reuse approved message copy?”Save it as a template. You can include macros, spintax, an optional sender, and organising tags. Read the templates guide.
What is the difference between a journey and an autoresponder?
Section titled “What is the difference between a journey and an autoresponder?”A journey is a visual multi-node flow. An autoresponder is a timed message sequence configured around one event. Read the journeys guide.
Why is my autoresponder not sending?
Section titled “Why is my autoresponder not sending?”Only Link Click and Conversion rules start automatically at present. Confirm that the rule is active and every message has content. Use a journey with a Tag Added trigger for follow-ups after a contact joins a database. Read the autoresponder guide.
Why is a portal menu item missing?
Section titled “Why is a portal menu item missing?”Team members see sections allowed by both their role and section visibility. Only the account owner can change member access. Read the team-access guide.
How do I add a custom short-link domain?
Section titled “How do I add a custom short-link domain?”Add the domain, publish the records shown by the portal, wait for propagation, and verify it. Read the domain setup guide.
How do I change the time zone used by reports?
Section titled “How do I change the time zone used by reports?”Open Account, choose the account time zone, and save it. Broadcast schedules have their own selected time zone. Read the account settings guide.
Why is the auto top-up tab missing?
Section titled “Why is the auto top-up tab missing?”Payment-method tabs appear only when that method is enabled for the account. You also need billing read access to see them. Read the billing guide.
Troubleshooting
Section titled “Troubleshooting”- Open the linked article for the full click path.
- Confirm the active workspace before changing data.
- Ask the account owner to review permissions when an action is missing.
- Open Support when the listed checks do not solve the problem.