SMS Messages Documentation¶
Menu Location: Tools > SMS Messaging > Queue (sms-pending.php)
Access Level: Customer Service / Manager
Last Updated: 2026-03-01
Overview¶
The SMS Messages page manages your text message queue. View pending and sent SMS messages, monitor delivery status, and control the automated SMS system.
Primary Functions:
- View SMS message queue
- Monitor pending and sent messages
- Send pending messages immediately
- Delete messages from queue
- Track SMS delivery success/failure
- View SMS statistics
Page Layout¶
Header Section¶
- SMS On/Off Toggle: Enable or disable SMS system
- Send Pending Now: Manually trigger SMS sending
- Settings Link: Configure SMS service
- Search Bar: Find specific messages
Status Filter¶
- Pending: Messages waiting to be sent
- Sent: Successfully delivered messages
- Failed: Messages that couldn't deliver
- All: Complete message history
Statistics Dashboard¶
- Active Cell Numbers: Customers with SMS enabled
- Messages Incoming (30 days): Received from customers
- Messages Sent (30 days): Delivered to customers
SMS Queue System¶
How SMS Sending Works¶
Automatic Process:
- System generates SMS messages
- Messages added to queue
- Queue processes batches every 10 minutes
- Sends during allowed hours (typically 9am-6pm)
- Marks messages as sent or failed
- Retains history for 14 days
Batch Size:
- Sends limited number per batch (e.g., 100 messages)
- Prevents carrier throttling
- Ensures reliable delivery
Estimated Queue Time: Shown at top of page based on pending count and batch size.
Viewing Messages¶
Table Columns¶
- Created: When message was generated
- SMS ID: System identifier
- Cust ID: Customer receiving message (clickable link)
- Date Sent: When delivered (or "pending"/"failed")
- To: Customer phone number
- Message: Text content
- Options: Delete button
Message Statuses¶
Pending:
- In queue, not yet sent
- Will process in next batch
- Shows "pending" in Date Sent column
Sent:
- Successfully delivered
- Shows delivery timestamp
- Includes carrier SID (message ID)
Failed:
- Delivery failed
- Shows red "failed" label
- Includes error message
- Common reasons: Invalid number, carrier block, opt-out
Managing SMS Queue¶
Send Pending Now¶
Click button to immediately process queue:
- Bypasses normal schedule
- Sends all pending messages
- Respects batch limits
- Useful for urgent communications
Delete Messages¶
Individual: Click delete icon (red X) to remove message from queue
Bulk Delete: Click "DELETE ALL" button to clear entire pending queue
- Confirmation required
- Only deletes pending (not sent) messages
- Cannot be undone
Search & Filtering¶
Search Function¶
Search by:
- Customer ID
- Phone number
- Message content
Usage:
- Enter search term
- Select status filter
- Click "Search"
- View filtered results
Filter by Status¶
Choose from dropdown:
- Pending (default)
- Sent
- Failed
- All
SMS Statistics¶
Active Cell Numbers¶
Count of customers with:
- Cell phone on file
- SMS opt-in active
- Valid, verified number
Message Metrics¶
Incoming (30 days): Messages received from customers responding to your SMS
Outgoing (30 days): Messages delivered to customers from system
Use for:
- Track SMS engagement
- Monitor program growth
- Justify SMS investment
- Identify trends
Common Use Cases¶
Use Case 1: Monitor Daily SMS Queue¶
Goal: Ensure messages are processing normally
Steps:
- Go to SMS Messages page
- Check pending count
- Review estimated queue time
- Check for unusual failures
- Investigate any errors
- Ensure SMS toggle is ON
Use Case 2: Send Urgent Message Immediately¶
Goal: Bypass normal queue for time-sensitive message
Steps:
- Create SMS to customers (via another tool/page)
- Go to SMS Messages queue
- Verify messages in pending
- Click "Send Pending Now"
- Messages process immediately
- Confirm sent status
Use Case 3: Troubleshoot Failed SMS¶
Goal: Resolve delivery failure
Steps:
- Filter by "Failed" status
- Review failed messages
- Check error messages
- Common issues:
- Invalid phone format
- Customer opted out
- Carrier block
- Twilio service issue
- Correct customer phone number if invalid
- Respect opt-outs (don't retry)
- Contact support for carrier issues
SMS Settings¶
Click "Settings" link to configure:
- Twilio credentials
- SMS sending window (hours)
- Opt-out keyword handling
- Phone number validation
- Message templates
Troubleshooting¶
Messages Not Sending¶
Check:
- SMS toggle is ON
- Twilio configured correctly
- Sending window allows current time
- No carrier outages
- Sufficient Twilio credits
All Messages Failing¶
Likely Causes:
- Twilio credentials expired
- Twilio number deactivated
- Account suspended
- Service outage
Solution:
- Verify Twilio account status
- Check credentials in Settings
- Test with single message
- Contact Twilio support if needed
Customer Not Receiving SMS¶
Check:
- Customer has cell number on file
- Number is valid format
- Customer hasn't opted out
- Message not in spam filter
- Carrier not blocking
Best Practices¶
Queue Management¶
- Monitor queue daily
- Address failures promptly
- Don't let queue back up
- Clear old messages periodically
Message Timing¶
- Respect sending windows
- Don't send too early/late
- Consider time zones if applicable
- Use "Send Now" sparingly
Compliance¶
- Honor opt-outs immediately
- Include opt-out language
- Don't send marketing after opt-out
- Keep records of consent
Related Pages¶
- SMS Settings (
brinks.php) - Configure SMS service - Customer SMS History (
customer-sms.php) - Individual SMS history - Twilio Incoming - View customer replies
Quick Reference¶
| Task | Action |
|---|---|
| View pending | Default view shows pending |
| Send immediately | Click "Send Pending Now" |
| Check failures | Filter: Failed |
| Search customer | Enter customer ID > Search |
| Delete message | Click red X icon |
| Clear queue | Click "DELETE ALL" > Confirm |
| Enable/Disable SMS | Toggle switch at top |
| View settings | Click "Settings" link |
FAQs¶
How often does the queue process?¶
Every 10 minutes during allowed sending hours.
Can we send SMS outside business hours?¶
Not by default. System typically limits to 9am-6pm to respect customers.
What happens when customer replies STOP?¶
They're automatically opted out. Future messages are blocked.
How much do SMS messages cost?¶
Depends on Twilio pricing. Typically $0.0075-$0.01 per message.
Can we see customer replies?¶
Yes, check Twilio Incoming page for responses.
Change Log¶
2026-03-01¶
- Initial documentation created
- Covered queue management and monitoring
- Documented status types and troubleshooting
- Added SMS best practices
End of Documentation
For additional help, contact your system administrator or Kiva Logic support.