Delivery and Statuses
Common questions about message delivery, statuses, retries and exports.
Why Is My Run Sitting in "Preparing"?
Because its messages are still being built, and a large audience spends longer doing it. When that happens depends on the audience. A File run builds its messages just after the run is created, on the way to Ready to Run. A run against All Contacts or a segment builds them when the run starts, after the warming-up window on a run started now. See When Preparing appears.
What Is the Difference Between "Sent" and "Delivered"?
For SMS, Sent means the message has been handed to the recipient's carrier with no confirmation back yet, so it can still fail. Delivered means a confirmation came back, which normally means it reached the handset. See Campaign and Message Statuses.
What Does "Delivered (Assumed)" Mean?
For SMS, a message that has been in Sent for more than 10 minutes with no confirmation is marked Delivered (Assumed), because not all carriers report a final delivery status. A confirmation arriving later updates it. See Campaign and Message Statuses.
What Does "Retrying" Mean for Email?
The recipient's mail server temporarily refused the message, so the delivery provider is retrying automatically for up to 72 hours, until it succeeds or permanently fails. No action is needed, and nothing can be done to intervene. While a run holds one or more Retrying messages it shows Active Retries. See Retrying explained.
Can I Retry Failed Messages?
Yes. Retry a single message from its row in the messages table, or use Resend Failed on a run that finished with failures to retry all of them. Messages that failed because the recipient opted out cannot be retried. See Monitoring and Messages.
What Is "Warming Up"?
The five minute window before a run started now begins sending. Cancelling during it returns the run to Ready to Run and sends nothing. A run scheduled for later has no warming up window, because the Scheduled state is its cancellation window. See Starting a Run.
Why Are My Messages Queued After the Run Started?
Sending capacity is already fully used, so the messages are waiting their turn. The run still shows In Progress: sending is pending rather than failed. High priority messages are dispatched ahead of normal priority messages in other active runs. Priority comes from a contact file, so a run against All Contacts or a segment has none to read and everything in it sends at normal priority.
How Do I Export Run Results?
Select Export to CSV on the run. All messages or just the filtered set can be exported, and the file includes recipient details, statuses, failure reasons, priority and the field values used in the message. See Monitoring and Messages.