Duke, the AI teammate, works inside every app.A message didn't send
What “Failed” means on an email or WhatsApp message, and how to fix the usual causes.
On this page
A message that couldn't be sent shows Failed in red on the customer's Messages card, with the reason next to it. The timeline shows “Email failed” or “WhatsApp failed” too.
WhatsApp messages
| What you see | What to do |
|---|---|
| WhatsApp allows free messages only within 24 hours of their last message | Send an approved template instead |
| (Template) hasn't been sent to WhatsApp for approval | Open the template and click Send to WhatsApp for approval |
| (Template) is rejected (or paused) by WhatsApp | Read WhatsApp's reason on the template, change it and send it again |
| Connect your WhatsApp number first | Connect your number in Settings → WhatsApp |
| Save the phone number with its country code | Edit the customer's phone, for example +44 7700 900123 |
| WhatsApp couldn't deliver it, or WhatsApp refused it | The number may not be on WhatsApp, or WhatsApp refused it; its reason is shown after the message |
| WhatsApp disconnected | Replace the access token. See WhatsApp isn't replying |
Emails
| What you see | What to do |
|---|---|
| The email address was refused | Check the customer's email address for typos |
| Couldn't reach the email service | Try again in a few minutes |
| (Customer) has no email address | Add their email on their page |
If emails keep failing for everyone, contact us.
“Give a value for {{…}}” or “Fill in {{…}} before sending”
The message uses a placeholder SmartDuke couldn't fill in. Type the value (or replace the placeholder in the text) and send again. SmartDuke never sends a message with a blank in it. See Message templates.
In a demo
Demo businesses record messages as sent but never actually send them.
Still stuck?
Contact supportAsk Duke inside the app, or write to us and a person will help.
