SMS Campaign Not Sending or Delivering Slowly

Symptoms

• A scheduled SMS campaign shows no sends or very few deliveries at the expected time
• Campaign appears configured correctly but contacts have not received messages
• Campaign is sending but at a much slower rate than previously experienced

Common Cause 1: Speed Lane Not Selected

When creating a text blast, a Speed Lane must be selected before sending. If no Speed Lane is chosen, the campaign will not go out. This is the most common reason a campaign appears set up correctly but never sends.

Resolution

1. Open the campaign in Verity CRM
2. Edit the campaign and confirm a Speed Lane is selected
3. If the campaign was already attempted without a Speed Lane, create a new campaign with the Speed Lane field populated before resending

Common Cause 2: Campaign Throttling or Slow Send Rate

Large campaigns (particularly those over a few thousand contacts) may experience slower-than-expected delivery due to SMS batching and platform-level send rate limits. This can be worsened during active platform releases.

Resolution

• Add additional phone numbers to the campaign. This allows the system to send from multiple numbers simultaneously, increasing overall throughput.
• If the campaign is still in progress, monitor the batch live. Messages will eventually deliver; the issue is speed, not delivery failure.
• If all campaigns are consistently slower than previously experienced, contact Portico Support to open an engineering investigation. Provide the campaign name, send date, expected volume, and actual delivery counts observed.

When to Escalate

Contact Portico Support if: the campaign shows zero activity after confirming a Speed Lane was selected, or if all campaigns are consistently taking significantly longer than their historical norm.