Use this section when something in Hellotext does not look right and you need to narrow down where to check first.
Troubleshooting usually starts in one of four places:
- Setup and integrations.
- Channels and message delivery.
- Tracking, reporting, and attribution.
- Inbox operations and team workflows.
If you are not sure where the issue belongs, start with the troubleshooting checklist.
Setup and integrations
If customer profiles, products, orders, or channel settings are missing or stale, start by checking the integration and setup path.
Keep reading: Setup and integrations overview.
Message sending and deliverability
If a message is not delivered, first check the channel used, sender configuration, consent, available balance or plan access, and any temporary sending limits.
For SMS-specific limits on new prepaid businesses, keep reading: SMS sending limits for new businesses.
For channel setup context, keep reading: Messaging channels overview.
Campaigns and broadcasts
If a campaign result looks lower than expected, review the selected audience, channel, message content, links, timing, and report metrics before comparing results.
Keep reading: Campaign reporting.
Tracking and attribution
If conversions, events, or attributed revenue do not match expectations, check whether tracking is installed, events are being sent, links are tracked, and attribution rules apply.
Keep reading: Analytics, reporting, and attribution overview.
If a signal, event, profile update, segment, playbook trigger, or report metric is missing, start with Troubleshoot missing signals or activity.
Inbox and team workflows
If conversations are not being handled by the right person, or response performance looks off, check assignment, roles, ownership, and response-time configuration.
Keep reading: Inbox and conversations overview.