Troubleshooting

Encountering issues with EchoWords? This troubleshooting guide covers common problems and their solutions.

EchoWord Not Matching

Check EchoWord Status

Problem: EchoWord isn't processing matches when recipients text the code.

Solutions:

• Verify the EchoWord status is "Live" (not "Paused")
• Check if the EchoWord has expired (review expiration date/time)
• Ensure the EchoWord hasn't been deleted
• Reactivate if paused or extend expiration if expired

Verify Code Match

Problem: Code isn't matching even though it looks correct.

Solutions:

• Check for exact match (case-insensitive, but must match exactly)
• Verify no extra spaces or characters
• Ensure code is 3-20 characters
• Test by sending the exact code yourself
• Check if code was changed (codes can't be changed after creation)

Check Phone Number Association

Problem: EchoWord only works with some phone numbers.

Solutions:

• Verify phone number association in EchoWord settings
• Check if EchoWord is assigned to a specific phone number
• Ensure recipient is texting the correct phone number
• Update phone number association if needed
• Test with the associated phone number

Actions Not Triggering

Autoresponder Not Sending

Problem: Autoresponder isn't sending when EchoWord is matched.

Solutions:

• Verify an autoresponder is assigned to the EchoWord
• Check that the autoresponder belongs to the same campaign
• Ensure the autoresponder exists and isn't deleted
• Test the autoresponder separately
• Reassign the autoresponder if needed

Contact Groups Not Adding

Problem: Contacts aren't being added to contact groups.

Solutions:

• Verify contact groups are selected in EchoWord settings
• Check that contact groups exist and aren't deleted
• Ensure contact groups belong to the same campaign
• Test by using the EchoWord yourself
• Reassign contact groups if needed

Opt-In Not Recording

Problem: Opt-in records aren't being saved.

Solutions:

• Check system processing logs if available
• Verify contact creation is working
• Ensure phone number format is correct (E.164)
• Test with a different phone number
• Contact support if issue persists

Configuration Issues

EchoWord Not Found

Problem: System can't find the EchoWord.

Solutions:

• Verify EchoWord exists and isn't deleted
• Check that you're in the correct campaign
• Ensure EchoWord belongs to the campaign
• Verify EchoWord code is correct
• Recreate if necessary

Wrong Actions Triggering

Problem: Different actions than expected are triggering.

Solutions:

• Check EchoWord configuration in settings
• Verify autoresponder assignment
• Review contact group selections
• Check for multiple EchoWords with similar codes
• Update configuration if needed

Expiration Not Working

Problem: Expired EchoWords are still processing matches.

Solutions:

• Verify expiration date and time are set correctly
• Check timezone settings
• Ensure expiration date/time has passed
• Test with a future expiration date
• Contact support if issue persists

Phone Number Issues

Wrong Phone Number

Problem: EchoWord works with wrong phone number.

Solutions:

• Check phone number association in EchoWord settings
• Verify which phone number is associated
• Update phone number association if needed
• Test with the correct phone number
• Ensure recipient is texting the right number

Phone Number Not Working

Problem: EchoWord doesn't work with any phone number.

Solutions:

• Verify campaign has phone numbers configured
• Check phone number status (active, not deleted)
• Ensure phone numbers are properly set up
• Test with primary phone number
• Contact support if issue persists

Code Availability Issues

Code Not Available

Problem: Code shows as "taken" but shouldn't be.

Solutions:

• Check if code exists in the same campaign
• Verify you're checking in the correct campaign
• Look for similar codes (case-insensitive)
• Try a different code
• Check if a deleted EchoWord is blocking reuse

Code Can't Be Changed

Problem: Need to change EchoWord code but can't.

Solutions:

• EchoWord codes cannot be changed after creation
• Create a new EchoWord with the desired code
• Delete the old EchoWord if no longer needed
• Update promotional materials with new code
• Plan codes carefully before creation

Performance Issues

Delayed Processing

Problem: EchoWord matches are taking too long to process.

Solutions:

• Check system processing times
• Verify message queue status
• Review carrier delivery times
• Check for system-wide delays
• Contact support if delays persist

High Credit Usage

Problem: EchoWords are using too many credits.

Solutions:

• Review autoresponder message length
• Check segment counts
• Optimize autoresponder content
• Monitor credit usage patterns
• Consider shorter autoresponders

Best Practices for Troubleshooting

Before Troubleshooting

• Document the issue clearly
• Note when it started occurring
• Check recent changes to EchoWords
• Review system status
• Test with a simple scenario

During Troubleshooting

• Test with the exact code yourself
• Verify each step of the process
• Check EchoWord configuration
• Review autoresponder and contact group settings
• Test with different scenarios

After Resolving

• Document the solution
• Update EchoWord if needed
• Monitor for recurring issues
• Share learnings with team
• Update documentation if helpful

Common Scenarios

EchoWord Worked Before But Not Now

1. Check if status changed to "Paused"
2. Verify expiration date hasn't passed
3. Check if phone number association changed
4. Ensure autoresponder still exists
5. Verify contact groups still exist

New EchoWord Not Working

1. Verify status is "Live"
2. Check code is correct (exact match)
3. Test with associated phone number
4. Verify autoresponder is assigned
5. Check contact groups are selected

Autoresponder Sending But Wrong One

1. Check EchoWord autoresponder assignment
2. Verify correct autoresponder is selected
3. Review autoresponder list for similar names
4. Update assignment if needed
5. Test again

Getting Help

If you've tried these solutions and issues persist:

1. Check Documentation - Review related guides
2. Contact Support - Reach out with specific details
3. Provide Information - Include:
   • EchoWord code
   • Campaign name
   • Phone number used
   • Expected vs. actual behavior
   • Steps to reproduce
   • Screenshots if helpful

Related Topics

• How EchoWords Work - Technical details
• Features - Available capabilities
• Best Practices - Tips for success