If your AI assistant isn't sending messages, customers aren't getting responses—which means lost business. This guide will help you diagnose and fix message delivery issues across SMS, WhatsApp, and Instagram.
Quick Diagnostic Checklist
Before diving into specific solutions, check these common issues:
- ✅ Is your account active and paid up?
- ✅ Are all integrations showing "Connected" status?
- ✅ Have you exceeded any message limits?
- ✅ Is your phone number or account verified?
- ✅ Are there any service outages? (Check status.infinityproai.com)
SMS Messages Not Sending
Common Causes
1. Phone Number Not Verified
Verify Your Number
Go to Settings → Integrations → SMS
Check if your number shows "Verified" status.
If not verified, click Verify Now and follow the prompts.
2. Insufficient SMS Credits
Check Your SMS Balance
Navigate to Billing → SMS Credits
If your balance is low or zero, purchase more credits.
Enable auto-recharge to never run out of SMS credits. Set it to top up when you reach 100 messages remaining.
3. Carrier Blocking
Some carriers block automated SMS messages. Signs include:
- Messages to certain numbers never deliver
- High bounce rate on specific carriers (AT&T, Verizon, etc.)
Solution: Register for 10DLC (10-Digit Long Code) or use a short code. Contact support for assistance.
4. Invalid Phone Numbers
Ensure phone numbers are formatted correctly:
- ✅ Correct: +1 (555) 123-4567 or +15551234567
- ❌ Wrong: 555-123-4567 (missing country code)
WhatsApp Messages Not Sending
Common Causes
1. Message Template Not Approved
WhatsApp requires pre-approved templates for certain messages.
Check Template Status
Go to Settings → Integrations → WhatsApp → Templates
Ensure all templates show "Approved" status.
Solution: Submit templates for approval in Facebook Business Manager. Approval usually takes 24 hours.
2. 24-Hour Window Expired
WhatsApp only allows free-form messages within 24 hours of customer contact. After that, you must use approved templates.
If a customer hasn't messaged you in over 24 hours, you can only send pre-approved template messages.
3. Quality Rating Too Low
WhatsApp monitors your message quality. Too many blocks or reports will limit your account.
Check Your Quality Rating
Go to Facebook Business Manager → WhatsApp → Insights
Your quality rating should be "High" or "Medium." If it's "Low," your sending is restricted.
Solution: Improve message quality, reduce spam, and respect opt-outs. Quality ratings update weekly.
4. Message Limit Reached
WhatsApp Business accounts have daily limits:
- Tier 1: 1,000 messages/day
- Tier 2: 10,000 messages/day
- Tier 3: 100,000 messages/day
Solution: Wait for the limit to reset (midnight UTC) or request a tier upgrade from Facebook.
Instagram DM Not Sending
Common Causes
1. Instagram Account Not Connected
Verify Connection
Go to Settings → Integrations → Instagram
Status should show "Connected." If not, reconnect your account.
2. Business Account Required
Instagram automation only works with Business or Creator accounts, not personal accounts.
Solution: Convert to a Business account in Instagram settings.
3. Message Requests Not Enabled
If someone hasn't followed you, their messages go to "Message Requests."
Enable Auto-Accept
In Infinity Pro AI, go to Settings → Instagram → Auto-accept message requests
Toggle this ON to automatically accept and respond to new message requests.
4. Rate Limiting
Instagram limits how many DMs you can send per hour to prevent spam.
Solution: Spread messages over time. The AI automatically queues messages to stay within limits.
General Troubleshooting Steps
Check Integration Status
Go to Settings → Integrations
All channels should show "Connected" with a green indicator.
If any show "Disconnected" or "Error," click to reconnect.
Review Message Logs
Navigate to Messages → Logs
Look for failed messages. Click on any failed message to see the error reason.
Test with a Different Number
Send a test message to a different phone number or account.
If it works, the issue is with the specific recipient. If it fails, the issue is with your setup.
Clear Cache and Reconnect
Sometimes a simple reconnection fixes the issue:
- Disconnect the problematic channel
- Wait 60 seconds
- Reconnect and re-authorize
- Test again
Contact Support
If none of the above works, contact our support team:
- Include your account email
- Specify which channel (SMS, WhatsApp, IG)
- Provide screenshots of error messages
- Share the message log ID if available
Prevention Tips
- Monitor credits: Enable auto-recharge for SMS to avoid running out
- Keep templates updated: Regularly review and update WhatsApp templates
- Maintain quality: Monitor your WhatsApp quality rating weekly
- Verify integrations: Check integration status daily
- Stay within limits: Track your message volume to avoid hitting caps
- Test regularly: Send test messages weekly to catch issues early
Pro tip: Set up monitoring alerts in Settings → Notifications to get notified immediately when messages fail or integrations disconnect.
Frequently Asked Questions
Why do some messages send and others don't?
This usually indicates carrier-specific blocking (SMS), template issues (WhatsApp), or rate limiting (Instagram). Check the message logs for specific error codes.
How long does it take for messages to send?
SMS and WhatsApp: Usually instant (under 5 seconds). Instagram: Can take up to 30 seconds due to API limitations.
Can I resend failed messages?
Yes! Go to Message Logs, find the failed message, and click "Retry." Fix the underlying issue first to avoid repeated failures.
Will customers know if a message failed?
No, they won't receive any notification. That's why it's critical to monitor your message logs and fix issues quickly.
Critical: Message delivery issues can cost you customers. Set up alerts and check your dashboard daily to catch problems early.