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# How can I troubleshoot cases where MyOperator agents don’t receive SMS notifications?

| Tip
Quick answer — Agents miss SMS alerts when any of nine blockers occur (e.g., daily SMS quota exhausted, SMS feature disabled, invalid phone number, personal opt-out, rule conflicts, or carrier issues). Run the self-check table below to confirm quota, settings, numbers, and rule priority before escalating.

## When should you read this?

— Open this FAQ the moment an agent says, “I didn’t get the SMS,” or if you’re setting up After-Call SMS for the first time and want to know every condition that can silently suppress a notification.

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Agents will not receive SMS notifications if any of the following conditions apply:

## 1. SMS Quota Exhausted

* Each account has a defined daily SMS limit (e.g., 100 SMS per rolling 24 hours).
* Once the quota is used, no further SMS will be sent until the usage window resets.

Fix: Check usage in Billing & Usage → SMS Usage and wait for a reset or increase quota.

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## 2. SMS Notifications Feature Not Enabled / Not Included in Plan

* If SMS notifications are not part of the customer's current plan or the feature is turned off in settings, notifications will not trigger.

Fix:

* Check plan under Settings → Plan & Features.
* Enable under Manage → After Call SMS.

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## 3. Invalid or Missing Agent Mobile Number

* If the agent’s registered number is missing, incorrectly formatted, or does not include a country code, SMS will fail.

Fix: Update phone number in the agent profile in E.164 format (e.g., +91XXXXXXXXXX).

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## 4. Agent Disabled SMS in Notification Preferences

* If the SMS notification toggle is OFF in the user's profile, they will not receive messages.

Fix: Enable SMS under User Profile → Notifications → SMS ON.

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## 5. Department Name or Template Text Is Too Long

* If the SMS exceeds allowed parameters (length, unsupported characters), the system may reject delivery.

Fix: Keep department names and templates concise and avoid emojis or special characters.

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## 6. Rule Conflicts in Custom SMS Setup

* When multiple rules match the same scenario, only the highest priority rule is executed.
* If the high-priority rule does not apply to that agent, they may receive no SMS.

Fix: Adjust rule priority under After Call SMS → Rules → Set Priority.

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## 7. DND/Opt-Out Restrictions

* If an agent’s number is under DND or has opted out by replying STOP, SMS delivery will fail as per telecom regulations.

Fix: The agent must manually opt-in again (if supported).

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## 8. Account Limitation or Suspension

* In rare cases where billing is overdue or SMS access is paused by the carrier/provider, messages may be blocked.

Fix: Verify account status under Billing.

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## 9. SMS Deliverability Issue at Carrier Level

* If the network is down, the phone is switched off, roaming restrictions apply, or the inbox is full, SMS may fail.

Fix: Retry once the number is reachable.

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## Quick Self-Check Before Reporting an Issue

| Check | Where to Verify |
| ---- |
| SMS balance available | Billing & Usage → SMS Usage |
| Feature enabled | Manage → After Call SMS |
| Agent mobile number is valid | Users → Edit Profile |
| Notification toggle ON | Notification Settings |
| No rule conflicts | After Call SMS → Rules |

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Expected result: Once all conditions are met, agents should receive SMS notifications within 1–3 minutes of a call ending or event trigger.