These include:
- Order confirmations
- Appointment reminders
- Shipping notifications
- Password reset emails
- SMS alerts for reservations, check-ins, etc.
When transactional messaging fails, customers can be left in the dark. This guide will help you fix common issues.
Common Transactional Messaging Problems
1️⃣ Emails or SMS Messages Not Sending
- Possible Causes:
- Email service outage (like SendGrid, Mailgun, Postmark)
- SMS provider limits reached (like Twilio or Plivo)
- Webhooks or automations are broken
- SMTP settings misconfigured
- Fix:
- Check your provider’s status page for outages
- Test your webhook or API integration
- Review SMTP settings or API keys
- Ensure you have enough credits for SMS platforms
2️⃣ Messages Going to Spam
- Possible Causes:
- No SPF, DKIM, or DMARC records set up
- “Transactional” emails look too much like marketing
- Email volume changes flagged by spam filters
- Fix:
- Set up SPF, DKIM, and DMARC correctly in your DNS
- Use a dedicated IP address if possible
- Avoid promotional language in transactional messages
3️⃣ Incorrect or Duplicate Messages Sent
- Possible Causes:
- Automation flows duplicated
- CRM or POS system sending messages twice
- Customers triggering multiple actions
- Fix:
- Review automation conditions and logic
- Use unique triggers for each event
- Implement safeguards to prevent duplicates
4️⃣ Data Errors in Messages
- Possible Causes:
- Placeholder text not replaced (e.g., “Hello {FirstName}”)
- Broken integration between software and CRM
- Data mapping errors
- Fix:
- Test with real data entries
- Check data mapping in your messaging platform
- Review API logs if applicable
Why Transactional Messaging Matters
- These messages build trust with customers
- They often have higher open rates than marketing emails
- Legal compliance often requires them (like receipts or terms updates)
Messaging Emergencies
If your emails or SMS systems are completely down or you’re facing a critical failure, please visit the Emergency Section for priority help.