Troubleshooting index — symptom, cause, fix
This is the master lookup table for everything that can go wrong in REDA Connect. Find the row that sounds like your problem (use your browser's find-on-page, Ctrl+F / Cmd+F), read the one-line cause, and follow the link for the full fix. Error texts in code style are quoted exactly as they appear on screen. If your symptom isn't here, start from the two workhorse guides: A message isn't sending and An incoming message didn't arrive.
Sending problems
| Symptom | Cause | Fix |
|---|---|---|
| Message stuck — Status stays blank, nothing happens | The message record was created without its Send Message box ticked, so it was never dispatched | A message isn't sending |
Message Failed with a long technical error starting CONNECT_API -> | The Connect path reported an exception. Read the underlying cause: the prefix alone does not prove where delivery stopped | A message isn't sending |
Error contains Bad Connect Account Setup. | The Connect Account is inactive, missing required channel fields, or the channel isn't selected in Messaging Channels | A message isn't sending · Creating a Connect Account |
Error: Recipient has opted out of receiving SMS Messages. (or the WhatsApp variant) | The Lead/Contact has that channel's opt-out box ticked | Opt-out fields on records |
Error: Value of the target phone number must be provided for outbound messages. | The record's phone field is empty, or the object configuration points at the wrong field | A message isn't sending · How to enter phone numbers |
| Whole bulk send fails because one person opted out | One opted-out recipient in the selection blocks the entire batch | Tracking a bulk send |
| Scheduled message went out immediately after saving | Its Schedule Date Time was already in the past — past-dated schedules fire right away | Scheduling messages |
Scheduled or record-created message fails: 3. Bad Request - Provide either the message body or connect template. | The message has neither a usable body nor a template; the documented direct-record workflow uses a Connect Template | Scheduling messages |
| Failed with a provider error about authentication, authorisation or an expired token | Stored API tokens are wrong or expired | Updating your API tokens safely |
Customer received the raw text {{FirstName}} instead of their name | The template's Merge Field(s) checkbox was left unticked, so the body went out verbatim | Merge fields |
Sending anything but text on SMS fails: 4. Message type not supported for SMS. | SMS is text-only in both directions | What you can send on each channel |
Receiving problems
| Symptom | Cause | Fix |
|---|---|---|
| Customers' messages don't arrive in Salesforce at all | The public Site is inactive, the two endpoint classes lost guest access, or the webhook is no longer registered at Meta/Twilio | An incoming message didn't arrive · Creating the public Site |
| Replies arrive but appear only in the global feed, on no record | The sender's phone isn't stored in the exact digits-only format, or no object configuration matches | An incoming message didn't arrive · How to enter phone numbers · How incoming messages find their record |
Delivery ticks not updating — messages stay Sent, never Delivered/Read | Delivery receipts travel the same Site/webhook path as incoming messages; for SMS also check the status callback URL was saved with its trailing slash | An incoming message didn't arrive · Creating the public Site · Connecting the Twilio webhooks |
| Incoming messages land on the wrong record | Matching found a different record for that number, or the related-record rule filed it where you didn't expect | How incoming messages find their record · Messaging through related records |
| Unknown numbers don't get a new record created | No configuration is marked as the default for new records | Auto-creating records from incoming messages |
Files and media
| Symptom | Cause | Fix |
|---|---|---|
| Pictures not arriving — WhatsApp text shows, the photo never appears | The Remote Site Setting for Meta's file server is missing, or the media expired before download | Files and images aren't coming through · The Remote Site Setting WhatsApp media needs |
| Incoming file has no file extension and won't open properly | The file's type isn't in the file-type mapping | Files and images aren't coming through · Emoji options and file-type mappings |
| Customer texted a photo by SMS and nothing usable arrived | Incoming SMS media isn't supported — the message records as Failed: Inbound media messages are not supported currently for Twilio. | Files and images aren't coming through |
| Worried who can open a file we sent on WhatsApp | Outgoing files travel via a public link that anyone holding it can open | Sending files, images and video |
Consent and opt-out
| Symptom | Cause | Fix |
|---|---|---|
| Customer replied STOP but still gets messages | Check the configured keyword, channel and link to a Lead or Contact. Ask the customer to send the complete word on its own; a sentence such as "please stop" is not the expected reply | How opt-out works |
| Customer opted out on a conversation that isn't on a Lead or Contact | Automatic opt-out only updates Leads and Contacts — conversations filed on other objects need manual handling | How opt-out works |
Templates
| Symptom | Cause | Fix |
|---|---|---|
Template won't activate: Template must be tested prior Activation. | Every template must pass a test before it can be activated | Testing and activating templates |
Can't edit a template: Only inactive templates can be updated. Please use the "Deactivate Template" button to deactivate the template prior to making any changes. | Active templates are locked against edits by design | Testing and activating templates |
| A previously working template suddenly shows Pending Test and inactive | A failed re-test clears the test stamp and deactivates the template immediately | Testing and activating templates |
Send fails with 5. Template Error: Input parameters provided are invalid. | A merge-field template was sent without a valid record of its object | Merge fields |
Chat scripts
| Symptom | Cause | Fix |
|---|---|---|
Chat script never starts: Bad Chat Script Template Configuration [ Missing First Step ]. | The script template's first step isn't set correctly | Building a chat script |
| Chat script stops after the first reply | The session window closed — or the template's Active Session (Minutes) was left blank, which prevents the script from ever advancing | Chat script sessions |
| Script saved a cryptic code instead of the button text the customer tapped | Interactive button/list replies record the option's id, not its label — design your option ids as the values you want stored | Chat script steps |
Feed, access and monitoring
| Symptom | Cause | Fix |
|---|---|---|
| Feed shows "Nothing in the current time range" | The conversation's newest message is older than the feed's loading window | Feed performance settings |
| "Insufficient Access" errors naming an object or field | The user is missing a REDA Connect permission set (or the right one) | Giving your team access |
| No emails arrive when background processes fail | REDA Connect does not currently send these emails automatically — set up the monitoring routine instead | Getting notified about errors |
| Not sure where errors are recorded at all | Background failures are written to the Connect Log tab | Reading and working with Connect Logs |
FAQ
Check the message's Error Message field for an embedded phrase from the tables in A message isn't sending; for background failures, read the Exception on the Connect Log. If it's a plain provider error, search Meta's or Twilio's error documentation for the exact text.
The exact error text (copied, not retyped), the Connect Message number or Connect Log number, the channel, the Connect Account name, and when it happened. That set usually makes the first reply the fix. Reach support at support@reda.one.
Put monitoring in place: a pinned unresolved-logs list view plus a subscribed report — the full recipe is in Getting notified about errors.
Where to go next
- A message isn't sending — the deep guide for the outbound half.
- An incoming message didn't arrive — the deep guide for the inbound half.
- Reading and working with Connect Logs — where every background failure is recorded.