9bx Connect
Message log
Every SMS, WhatsApp message, email and push your organization sent or received, with its delivery result.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Use the log to answer "Did the customer get it?", to find out why a message failed, and to send it again.
Who can use it
Users with the Messages view permission. Reading the message text needs an extra permission; without it the text is hidden. New message and Send again need the matching send permissions.
Where to find it
Chat & Messaging → Messages → Message log
The screen explained
The log with filters, one row per message.
Top bar
| Control | What it does |
|---|---|
| New message | Sends one message, see below. |
| Resend failed | Sends again every failed message in the current view ("Resend failed messages"). Opted-out recipients are skipped. If more than the limit match, narrow the filters first. |
| Search ("Full number or email…") | Finds a recipient. Use the full number or address. |
| Any date | Date range. |
| Channel, Purpose, Provider, Origin, Branch | Filters. |
| Show every message | Clears a broadcast filter ("This broadcast") you arrived with. |
Columns
Time, Recipient, Channel, Purpose, Segments, Cost, status. A marker In shows a received message; resent marks a resend.
Statuses
| Status | Meaning |
|---|---|
| Queued | Waiting to be handed to a provider. |
| Held | Waiting for quiet hours to end. |
| Sending | With the provider. |
| Sent | Accepted by the provider. |
| Delivered | Reached the phone or mailbox. |
| Read | Read (WhatsApp, where the provider reports it). |
| Not delivered, Failed, Rejected | It did not arrive. Open the message for the reason. |
| Opted out | The person opted out, so nothing was sent. |
| Cancelled, Expired | Stopped before sending, or too late to send. |
Origin
Automatic, Sent by a team member, Developer API, Broadcast, Automation, Resend, Customer asked again, Support, Platform, Staff notification.
Message detail
Click a row to open the Message panel.
| Part | What it shows |
|---|---|
| Overview | To, From, the Message text, and Details: Provider, Purpose, Kind (verification code, transactional or marketing), Origin, Segments, Cost reported (information only), Created, Sent, Delivered. |
| Related | The linked record, "Resend of", "Fallback for". |
| Timeline | What happened and when. |
| Delivery | Attempts (a later attempt reads "after the first failed"), the Route plan, and Delivery reports from the provider. |
| Send again | Opens "Send again". |
| Cancel sending | Stops a message that has not gone yet. |
| Open record | Goes to the ticket, client or other record. |
"The text is not shown" means you may not read message text, or the text is older than your retention period.
Send again
A new message is sent and the original stays unchanged.
| Option | Meaning |
|---|---|
| The usual way | Routes it like any new message. |
| Through one provider | You choose the provider. Untick "Try other providers if this one fails" to try only that one. |
| By another channel | SMS, WhatsApp or email. The recipient needs an address and there must be a template for that channel. |
| Use current details | Writes the text again from the template with today's data. |
A verification code is never repeated. A new code is requested instead.
Tasks
Send a single message
- Press New message.
- Enter To (+8801… for phone, or an email) and choose Send by.
- Choose a template, or Write my own if your organization allows it. Use Insert to add variables such as the customer name.
- Choose Kind: transactional (about something they asked for) or marketing (offers; follows opt-outs and quiet hours, and adds an opt-out line).
- Optional: Send later and pick a date and time.
- Check How it goes (which provider, or "Waits for quiet hours until …"), then Send or Schedule.
The counter shows characters and segments ("N left in this segment"). One SMS segment is a billing unit, and long or non-English text uses more segments.
Find out why a message failed
- Search the recipient's full number.
- Click the row with Failed or Not delivered.
- Read Attempts and Delivery reports from the provider.
- Press Send again if appropriate.
Example scenario
A customer at 01711-000111 says she never got her payment confirmation. The agent searches her number, opens the message, sees Not delivered on the first provider and Delivered on the fallback provider one minute later. She did receive it.
Tips
- Filter by Origin = Broadcast to see only campaign traffic.
- Cost is what providers report. Nothing is charged by 9bx.
Troubleshooting
"Messages appear here as soon as they are sent." Nothing matches. Widen the date range or clear filters.
The text shows as hidden. Ask your administrator for permission to read message text.
New message cannot send by WhatsApp. A provider and an approved template must exist first, see WhatsApp setup.