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Inbox & conversation FAQs
Inbox & conversation FAQs
Updated over a week ago

This section includes frequently asked questions (FAQs) about conversations and how to use the Inbox.

How do I know if I can text a phone number?

TextUs tries to determine whether every phone number in our system is a mobile number that is capable of receiving text messages. However, due to many different factors, we can only be 100% sure after the message is sent.

To check if you can text a number, look at the icons on the left side of the contact's phone number in the Contact Details view or in the Contact Info view.

  • If you see a cell phone icon with a checkmark, it means you've texted this number already and the message was delivered successfully.

  • If you see a cell phone icon that is blank, it means you can text this number but we are not 100% certain that the phone number belongs to a cell phone.

  • If you see a cell phone icon with an x, it means this number is not able to receive text messages.

  • If you see a question mark icon, it means TextUs does not recognize the number as a mobile phone or a landline. In this case, we recommend sending a text to the number to see if it will be delivered successfully.

Why does my sent message say "Unknown"?

Messages marked as "unknown" are those that are successfully sent but failed to receive a delivery receipt from the recipient's mobile carrier. If a message doesn't receive a delivery receipt after a specific amount of time, the message status switches to Unknown.

Delivery receipts are not always guaranteed from carriers. Typically when you see an Unknown message status, your message has been received by the recipient. It is normal to see this happen every once in a while, but if you are seeing it on every message this could be an indication that there is an issue with your phone number or our provider. If you have any concerns, contact TextUs Support for assistance.

What does a red exclamation mark next to my message mean?

If you are seeing a red exclamation mark next to your message, it means your message was not delivered to the recipient. Hovering over the exclamation point icon will tell you the error message that we received from our SMS provider.

Why was my message not delivered?

Common reasons a message was not delivered include the following:

  • The recipient's number was a landline.

  • The recipient's phone was disconnected from service, turned off, or unreachable.

  • The message was blocked by the recipient's carrier because it was filtered by their spam detection.

  • There is a problem with your account.

If you frequently see your messages not being delivered or you would like more information about why a message was not delivered, contact TextUs support.

Is group messaging supported?

No, group messaging is not currently supported (i.e. when a group of contacts can send and receive messages with a single text conversation). However, we do offer the ability to send a text message or campaign message to multiple contacts at a time, as well as the ability for multiple teammates to participate in a conversation with a single contact within a multi-user inbox.

Will I be able to see when a recipient has read my message?

No, the ability to show read receipts is not supported.

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