Shared Pool Fallback is active
The intended Sender may not support sending SMS to the destination country of the contact's number.
Sakari will default to using numbers from the Sakari shared pool to send messages to countries unsupported by the Sender in the Group when Shared Pool Fallback is active (by default on all new Groups).
Messages sent from numbers in the Shared Pool appear in the Unassigned Inbox.
Troubleshooting steps
Compare the supported destinations of the intended Sender with the destination country of the contact's number. To find the supported destinations, go to Senders, open the individual Sender and review Countries Served.
If the destination country is unsupported, Archive the Conversation and select a Group containing a supported Sender for the destination.
Incorrect permissions
The user did not have permission to use the intended Sender.
Troubleshooting steps
- Add the user to the Group that contains the intended Sender
- Archive the Conversation
- Try sending the message again
- If this doesn't resolve the issue, please open a ticket with our Support team