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Troubleshooting Conversations API messages that are not delivered

Here is a quick guide to troubleshoot your message delivery in Conversations API

Check if your user has a conversation role with SendMessage permission

Only those participants with the SendMessage permission can create messages in a conversation. Other permissions can be found here: Conversations Scoped Permissions 

Check if your onMessageAdd event in the conversation webhook is returning a 2xx response

Pre-action webhooks can help you to edit messages or conversations before any changes are published. In case the webhook returns a 4xx or 5xx, Conversations API will reject the change and no publication will be made. For more information: Using Pre-Action Webhooks 

For non-chat participants (SMS, MMS, Whatsapp), check your message delivery receipts

If the participant who is not receiving the message is an SMS, MMS or Whatsapp user, you can check for any possible error using the delivery receipts. These receipts contain information about message delivery: status and error codes. With this information, you can check out our Messaging Help Center to identify the issue. What are the possible Message Status's 

For more information please check: 

API: Receipt Resource 

SDK: Delivery Receipts 

None of these work for you?

If you can rule out all of the above issues, Twilio's Support team can help investigate what went wrong. Please collect 3 or more examples of messages that are not delivered in your conversation log from the last 24 hours and include the following information:

  • Conversation Service Sid
  • The Conversation Sid
  • Participant Sid or Participant identity of the user who is unable to send or receive conversation messages

Once you have collected this information, please share it with our Support team.


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