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GHL SMS Delivery Troubleshooting — Texts Not Reaching Clients

When GHL shows a message as "sent" but the client never receives it, use this guide to diagnose and resolve the issue. This is a high-priority problem — if clients do not receive your texts, they may think you are a scam when you call.

Symptoms

  • GHL shows message status as "sent" or "delivered" but client says they never got it
  • Client does not respond to any texts but answers calls
  • Client accuses you of being a scam because they have no text history from you
  • Contact is NOT on DND in GHL but still not receiving messages

Step-by-Step Troubleshooting

Step 1: Verify in GHL

  • Go to the contact record → Conversations tab
  • Confirm the message shows as "Delivered" (not just "Sent" or "Failed")
  • Check if the contact has DND enabled — toggle it off if so
  • Verify the phone number is correct and includes the country code
  • Check if the number is a landline (landlines cannot receive SMS)

Step 2: Check for Carrier Spam Filtering

This is the #1 cause of undelivered texts. Mobile carriers (T-Mobile, AT&T, Verizon) aggressively filter business SMS.

Common reasons carriers block texts:
• Message contains spam trigger words (see SMS Guidelines page for blocked words list)
• Too many messages sent to the same number in a short period
• Client previously marked your number as spam
• A]2P (Application-to-Person) filtering flagged the message pattern
• Your sending number has a low trust score with the carrier

Step 3: Ask the Client to Check

When you get the client on a call, ask them to:

  • Check their spam/junk folder — some phones auto-filter unknown numbers
  • Search for your number manually in their Messages app
  • Check if they blocked the number accidentally
  • Check their carrier settings — some carriers have spam filtering that can be adjusted
💡 Pro Tip: Have the client text YOU first from their phone. This establishes a two-way conversation and significantly reduces the chance of future messages being flagged as spam.

Step 4: Workarounds

  • Have the client save your number as a contact — this dramatically reduces spam filtering
  • Send a shorter, simpler first message — avoid links, emojis, and marketing language in the first text
  • Try calling first, then text — once a call is established, texts are less likely to be filtered
  • Use email as backup — if SMS is consistently blocked, switch to email + phone calls

Step 5: Escalate if Persistent

If the issue affects multiple clients or persists after the steps above:

  • Report in #improvement-requests with: client name, phone number, what you tried, screenshots
  • Tag @Sam — he can check the GHL sending reputation and A2P registration status
  • Include whether this is a one-off or affecting multiple contacts

Prevention Tips

  • Always introduce yourself and the company in the first message
  • Avoid spam trigger words (see SMS Guidelines → Compliance section)
  • Do not send rapid-fire multiple messages — compose one clear message
  • Encourage clients to save your number during onboarding calls
  • If a client is not responding to texts at all, switch to phone calls immediately — do not keep texting into the void

Script — When Client Thinks You Are a Scam

"Hi [Name], I completely understand your concern — I want to assure you that I am [Your Name] from Crowned Credit. You signed up with us on [date] for credit repair services. I have been sending you updates via text but it seems they may not have come through on your end. I can verify your account details right now if you would like. You can also check our website at getcrownedcredit.com or call our main line at 336-310-0090 to confirm. We are absolutely legitimate and here to help you."

Page created: April 17, 2026 — triggered by team report in #improvement-requests (Reggie: clients not receiving GHL texts, thinking team is a scam)

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