Workshop provides delivery data to you at time of sending your text message as well as, after your message is sent.
There are multiple reasons for why a recipient of yours may not receive your text message. Workshop ensures that you know exactly which recipients will / did receive your text message and the reason for why those did not. If you have any questions on this delivery data, please reach out to Workshop support or your AM.
Delivery Data at time of Send:
After selecting the recipients of your text within the settings page, Workshop will inform you of the recipients that will not receive the text at time of send & why:
You can still proceed with sending to the selected recipients and after text message sends, we will inform of you of the specific recipients and their delivery status.
Delivery Data after Send:
Navigate to a sent text message via Text > Messages
Click into a sent text message and from the message analytics page, you will see a Recipients Tab
Within the Recipients tab, you can view all of the target recipients for the text message. Per recipient, you can view the status for each recipient. This status will tell you if the text message was successfully delivered to the recipient and if not, the reason why it was not.
You have the ability to filter this recipient list by the following options:
If you want to follow up with any recipients by status, you can filter down by that status and then from the 3dot menu - export those recipients or even directly create a distribution list of those recipients to use to send an email communication to.
What do the various undeliverable statuses mean?
- Invalid country code - Text messages to countries outside of US & Canada is not supported today in Workshop.
- Not routable - The recipient lacks credits on their phone plan, or the number is deactivated, unowned, a landline, or a non-routable wireless number without text messaging capabilities.
- To note - For recipients that lack credits on their phone plan - Workshop will always attempt to send your text message to them. Credits fluctuate on phone plans therefore, for a future send the recipient may receive it and their delivery status will thus change.
- Opted out - The recipients has opted out of receiving text messages. The recipient can reply "START" or "UNSTOP" to opt back in at any time.
- No phone number - There is not a phone number associated with this recipient in your Workshop directory.
- Failed to send - Text message was not received by the recipient and Workshop was unable to receive a reason why from our SMS provider.
Can I resolve any of these statuses?
- For recipients that fall within 'Not routable' or 'No phone number' - you could reach out to those recipients and ensure you have an up to date mobile phone number for them in your Workshop directory or to collect a phone number from them.
- For recipients that have 'Opted out' - you can reach out to those employees and get their feedback as to why they opted out of your text message content
- We do suggest informing employees, before your first text message send, of your new company phone number and the type of content that you will be sending to them via text message
How do I update phone numbers in my directory?
- If you are syncing your directory, including phone number, over from a third party source such as Azure AD or Workday - we suggest updating your employee's phone number within that third party application and then it will update in Workshop via the next sync.
- If you are syncing your directory but it does not include phone number, or you are uploading your directory via CSV - we suggest collecting those updated phone numbers within a CSV and uploading that CSV to your directory.
- If you have a one off phone number that needs to be updated and the contact was created via a CSV upload - we suggest updating the phone number directly within their profile in Workshop.