Is messaging working?¶
When someone says texts aren't going out, Comms status tells you whether that is true, and why.
Check every channel at once¶
- Choose Settings in the left rail.
- Choose the Comms status tab.
The tab is a read-only summary. It shows four cards — Inbound SMS, Outbound SMS, Inbound email and Outbound email — each with its state and a plain-language explanation. A working channel is green and reads Active with "This channel is working normally." Any other state is amber.
Below the cards, when they apply:
- Registered number — your texting number.
- TFV submission — your number's toll-free verification, with its Submission ID, State and, if it was turned down, the Reason.
- Last status check — when the texting state was last checked, in UTC.
- Forwarding addresses — your inbound email address, with a Copy button. Customer email sent here is filed automatically; see Emailing a customer.
Admins also see Set up SMS / start TFV at the top of the tab, which opens the number registration wizard. See Registering your texting number.
What each state means¶
| What you see | What it means | What to do |
|---|---|---|
| SMS outbound is pending TFV approval | Your number is being verified. Verification typically takes 1–3 business days. | Nothing. Outbound texting switches on by itself once the number is approved. Use email meanwhile. |
| SMS outbound was rejected by Twilio TFV | The verification was turned down. The Reason says why. | Resubmit the verification with the reason addressed. |
| SMS isn't configured for this tenant yet or Inbound SMS isn't configured for this tenant yet | No texting number has been set up. | Choose Set up SMS / start TFV. |
| SMS outbound is suspended or Inbound SMS is suspended | Your number has been temporarily suspended. | Contact Lupa support — see Getting help from Lupa. |
| Inbound SMS is pending | The number exists, but incoming texts are not being received yet. | Wait, or contact Lupa support if it persists. |
| Outbound email isn't configured or Inbound email isn't configured | Lupa cannot send, or receive, email for your company. | Contact Lupa support. |
While outbound texting is off, incoming texts still arrive and email keeps working.
Spot a problem from inside a conversation¶
You don't need to open Settings to notice a problem. When the channel of the thread you are in cannot send, an amber pill appears in the thread header:
- SMS · outbound pending TFV
- SMS · outbound rejected
- SMS · not configured
- SMS · outbound suspended
- Email · not configured
When the channel is working, there is no pill.
To see the details, choose the pill. In Lupa Dash it opens Settings on the Comms status tab. In the same state, the composer below the thread is switched off and reads Sending unavailable — see Texting a customer.
The How does this work? section at the foot of the Comms panel also shows your texting number and whether outbound texting is working.
See messages that failed to send¶
When outbound messages have failed in the last hour, an open customer shows an amber pill under the tabs reading Texts: N failed in last hour. The count covers your whole company, not only the customer you have open, and despite the label it includes emails that bounced or failed as well as texts.
- Choose the pill, or Show details beside it.
- Read Recent failed outbound SMS: each failed message — text or email — with its status, the start of its text, and the time.
Choose Hide details to fold the list away. To see why a single text failed, hover over its failed or undelivered badge in the customer's thread.
When incoming email is running late¶
On the Email tab, a pill reading Email — Last poll: followed by a time (for example 12 min ago) means Lupa has not checked for new email as recently as it should, so mail sent to your inbound address since then may not have appeared yet. If the pill stays, contact Lupa support.
For technicians¶
Technicians see the same information, read-only, on the Comms status page in Lupa Tech. They reach it by choosing the status pill in a thread header. The page has no Set up SMS / start TFV button; setting up texting is an admin job.