If you're experiencing issues with emails or SMS not being delivered, it may be due to consent issues. 

An easy way of checking if this is an issue that's affecting a message you've tried to send would be to go to the Messages tab on the left-hand nav bar and Filter by Status > No Consent

Alternatively, head into a contact that hasn't received a message and click on the Messages tab. If you see a red circle with the No Consent label (as in the screenshot above) you'll know that this is the root cause. 

Consent is enforced whenever an Email, SMS or Call is attempted to be sent or made. If a contact hasn't granted permission for you to contact them via that medium, the attempt to reach them will fail.

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How to get your message to send

Fortunately, there are a number of ways around this issue. 

1. The most immediate would be to re-send the email/SMS or to run your call campaign by toggling the Ignore Consent Preferences option:

This overwrites the requirement for consent to be granted. It can also be applied to workflows too!

2. Add consent en mass. If you've hundreds or thousands of contacts for whom a message hasn't sent and individually Ignoring Consent Preferences isn't an option, why not run a mass action to give all of the contacts consent? Be sure to follow our guide for more information. (note: you can even create an advanced contact search to only add consent to those for whom an email outcome has been 'No Consent'.) 


3. Manually add consent to a contact. If it's smaller scale numbers you're dealing with, this may prove a good option. To update consent, simply click into the Overview of your contact, scroll down to Consent and manually add the requisite permission.

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Finally, some recommended reading on how to prevent this from occurring again in the future. Click here for a short guide on how to collect consent

Any questions? Feel free to start a live chat with a member of our support team or explore the rest of our academy at your leisure.


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