On this page
The Message History page provides a combined log of outgoing SMS and WhatsApp messages. Use it to confirm which channel was attempted, investigate failures, and audit notification activity.
Accessing SMS History
Navigate to SMS & Notifications > SMS History in the left sidebar.
What This Page Shows
Each row in the SMS History log represents a single outgoing SMS message:
| Column | Description |
|---|---|
| Recipient | The phone number (and customer name, if linked to a customer account) that received the SMS. |
| Message Preview | The first portion of the message content. |
| Event Type | The trigger for the SMS — see Event Types below. |
| Status | Whether the message was sent successfully, failed, or is pending. |
| Timestamp | Date and time the message was dispatched. |
| Channel | SMS or WhatsApp. |
| Gateway | The SMS or WhatsApp gateway used for the attempt. |
Event Types
| Event Type | Description |
|---|---|
| Manual | Sent manually by an operator via Send SMS. |
| Broadcast | Sent to a group of customers via SMS Broadcast. |
| Event SMS | Triggered automatically by a system event (e.g., payment received, account activated, account suspended). |
| Notifier | Sent by an automated notifier (e.g., Due Date Notifier, Expiration Notifier). |
| Payment Link | A payment link broadcast sent to customers with outstanding balances. |
SMS Status
| Status | Meaning |
|---|---|
| Sent | The message was accepted by the SMS gateway and dispatched to the carrier. |
| Failed | The message could not be sent. See Diagnosing Failed SMS below. |
| Pending | The message is queued and awaiting processing by the SMS gateway. |
Note: A status of Sent means the gateway accepted the message — it does not guarantee delivery to the handset. Final delivery confirmation depends on your SMS gateway’s DLR (Delivery Receipt) capabilities.
Filtering the Log
| Filter | Description |
|---|---|
| Date Range | Show only SMS messages sent within a specific date range. |
| Recipient | Search by phone number or customer name. |
| Event Type | Filter to a specific trigger type (e.g., show only Notifier messages). |
| Status | Filter to only Failed or only Sent messages. |
| Channel | Show SMS, WhatsApp, or all message attempts. |
Default and fallback channels
Group Admins choose the Default notification channel and Fallback notification channel in Settings → App Settings. Supported manual messages, OTPs, and automated notifications try the default channel first. If it cannot deliver, the fallback attempt is recorded as a separate channel result in this history.
Use the test-message action on the SMS Gateway or WhatsApp Gateway page before enabling a channel for production notifications.
Diagnosing Failed SMS Deliveries
If a message shows a Failed status:
- Check the Event Type and Timestamp — was it during a known outage of your SMS gateway?
- Verify the Recipient phone number is correctly formatted (country code + number, no spaces or dashes).
- Navigate to Settings > SMS Gateway and test the gateway connection using the built-in test function.
- Check your SMS gateway account’s balance — messages fail if your SMS credit is exhausted.
- Review error codes in your SMS gateway’s dashboard for more specific failure reasons.
Common failure causes:
| Cause | Resolution |
|---|---|
| Insufficient SMS credit | Top up your SMS gateway account balance. |
| Invalid phone number format | Correct the customer’s phone number in their profile. |
| Gateway timeout / API error | Contact your SMS provider’s support team. |
| Message blocked by carrier | Some carriers block bulk SMS — contact your gateway for DND (Do Not Disturb) list management. |
Exporting the History Log
- Apply any desired filters.
- Click Export to Excel or Export to CSV.
- The export includes all columns shown in the log for the filtered result set.
Use exports for SMS cost auditing or investigating delivery issues with your gateway provider.