Resolve message delivery problems

A new bubble means Holidario stored the message. External delivery depends on the indicator shown underneath.

Read status before acting#

• spinner: the message is queued or still processing;
• double check / accepted: the external channel confirmed acceptance;
• question mark: read its help text; it distinguishes unconfirmed acceptance, a scheduled retry, a check before retrying, or permanent rejection;
• blocked: the message was skipped or expired and will not be retried again;
• single check without external confirmation: do not interpret this as a guest read receipt.

Wait and reload the conversation once before repeating anything. Treat the bubble and its indicator as the source of truth; do not infer status from elapsed time.

OTA#

• confirm you are in the correct reservation's OTA thread;
• a conversation may not exist until the platform or guest starts it;
• retry scheduled: the failure was temporary; retain the text and do not send another copy while Holidario retries it;
• checking acceptance: the previous outcome was ambiguous; Holidario checks the external thread before deciding whether retrying is safe;
• permanent rejection: automatic retries stopped; correct the cause first and confirm in the OTA that the message did not appear before creating a new one;
• expired: the bounded delivery window ended or no further safe attempt fitted; confirm the external thread and escalate before replacing it;
• if a thread exists but is not writable, do not silently switch to WhatsApp without informing the team;
• for an urgent message, use an approved alternative channel and record the switch.

Failed OTA attempts are not recorded as delivered and do not by themselves consume the budget intended for accepted messages. Holidario preserves one logical attempt and stops recovery when the provider rejects permanently, safe attempts are exhausted, or the message becomes too old. WhatsApp and SMS do not use this OTA recovery process.

WhatsApp#

• confirm the integration is available and the number is correct;
• follow the contact opt-in warning;
• outside an allowed window, a template available in the interface may be required;
• do not send repeated variations to force delivery.

SMS#

• confirm phone number and international prefix;
• check that SMS is available for the team;
• if it fails, retain the text and use another approved channel instead of creating several conversations.

Attachments#

Each channel supports different types and sizes. If an attachment fails, send text without it only when the message still makes sense, and retain the file for a secure alternative channel.

When to escalate#

Escalate when an urgent message remains unconfirmed or under review, appears rejected/skipped/expired, or the expected channel does not exist.

Include reservation, property, channel, time, displayed state, and whether it was text, template, or attachment. Do not add unrelated personal data or integration credentials.

Expected result#

The operator distinguishes storage from delivery, avoids duplicates, and leaves a clear trace when using an alternative channel.