Start by checking the scope
Are all of your organization's texts affected, or is this happening with one person? Open the Inbox conversation and read any banner beside the composer or warning card attached to a message. A banner before sending and a warning after sending point to different problems.
If no one can send texts
Ask an administrator to check Settings → Texting setup for the registration and setup status, then Settings → Phone → Numbers for an active texting number. A number still being ordered or moved, or a number not attached to an approved carrier registration, may not be ready to send. If those settings look ready but texts still fail across your organization, contact CoolFocus Support.
If one person cannot be texted
Check the phone number on their record and the banner in Inbox:
• The number must be a valid mobile number that can receive texts.
• If the person opted out by texting STOP, staff cannot undo the opt-out. The person can text START to your organization's texting number if they want to receive texts again.
• If texting consent is missing, record the person's permission next to their phone number when they have given it. Your organization's consent settings may require positive consent before sending.
• If several records share the number, review which person owns it before texting. Do not guess or send to an uncertain match.
A closed or deactivated client case by itself does not block an existing outbound Inbox reply. Some case-based workflows still require an active case.
If the message was sent but has not arrived
Open its Inbox conversation. A yellow delivery warning belongs to that send attempt and can identify a landline, invalid number, carrier rejection, or another delivery problem. Follow the card's advice and see “Understanding Text Message Delivery Warnings.”
A message still marked Sending has not received a final delivery result. Do not treat that status as proof the carrier rejected it. If many messages remain in Sending, contact CoolFocus Support so the delivery status can be checked.
If replies seem missing, check the Inbox mailbox and assignment filters your team is using. Your permissions can also limit which conversations you see. Ask an administrator if a teammate can see the reply but you cannot.
When to contact Support
Contact CoolFocus Support when texting fails across your organization, your number or registration is stuck, delivery statuses stop updating, a carrier error is unclear, or the person disputes an opt-out or consent status. Include the approximate time, whether the problem affects everyone or one conversation, and a link to the conversation or the warning code. Do not send private message contents in the first report.
For help sending an ordinary Inbox text, see “Sending Text Messages.” Appointment reminders have separate settings and history; see “Appointment Reminders — Settings & Sending.”