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Delivery Alerts

  • When will Plivo determine that my inbound delivery rates are low?

    Plivo’s message delivery monitoring systems evaluate the delivery rate of inbound messages every 15 minutes. The delivery rates of all inbound message received for your account in the last hour is calculated. An alert is triggered if the percentage of undelivered messages is more than 5%.

    For example

        - At 13:00, delivery rate of inbound messages received between 12:00 PM to 13:00 PM is evaluated.

        - If delivery rate is less than 95%, an email alert is sent to your configured email address. 

    Note: For inbound messages, an evaluation period is only considered valid if at least 10 inbound messages were processed during that one hour. For cases where the number of messages is less than 10 no email alerts are triggered.

     

  • I have received an inbound delivery email alert from Plivo. What should I do?

    This email is triggered when Plivo’s message delivery monitoring systems observe a significant drop in your inbound message delivery rate.

    A drop in inbound message delivery rate is caused by any of the following reasons:

    1. An incorrect message URL configured in your Plivo Application.
    2. An unresponsive message URL.
    3. The message URL takes more than five seconds to respond to HTTP request.
  • I have received an outbound delivery email alert from Plivo. What should I do?

    This email is triggered when Plivo’s message delivery monitoring systems observe a significant drop in your outbound message delivery rate.

    The email contains the following information: 

    1. Total outbound messages sent in the past hour.
    2. Total number of undelivered messages in the past hour. 
    3. The number of undelivered messages grouped by Plivo’s error codes.

    Based on the error code provided, you can take the relevant action to resolve the issue.

  • Will I start receiving multiple emails if I enable inbound/outbound message delivery alerts?

    You will receive, at most, one email alert per hour (each for inbound and outbound alert). This email is only triggered when a significant drop in your inbound and/or outbound message delivery rate is observed. 

  • When will Plivo determine that my outbound delivery rates are low?

    Plivo’s message delivery monitoring systems evaluate the delivery rate of the outbound messages every 15 mins. This data is then compared with the delivery rates for the same time period over the last seven days. If a 25% or more drop in delivery in observed from the data, an email alert is sent to the configured email address. 

    For example: 

    1. At 13:00 Jan 10, 2019, our systems calculated the delivery rate of the messages processed between 12:00 Jan 10, 2019, to 13:00 Jan 10, 2019. Let's assume the delivery rate calculated here is 70%. 
    2. This is then compared with average delivery rates over the last seven days (Jan 4 to Jan 10 ) for the time period 12:00 to 13:00 each day. Say the average delivery rate from these data points is 95%.
    3. The drop in delivery rate here is 26.3% which is more than 25%. This will trigger a delivery degradation email alert to the configured email address.

    Note: For outbound messages, an evaluation period is only considered valid if at least 250 outbound messages were processed during that one hour. For cases where the number of messages is less than 250, no email alerts are triggered.

  • Will Plivo send me an alert when my inbound message URL is unresponsive?

    While Plivo’s systems do not perform health checks on your inbound message URLs, they do monitor inbound message delivery rates. If your inbound message URL is unresponsive, we will start seeing a drop in inbound message delivery rate. 

    You can enable SMS delivery alerts for your account to receive emails whenever we observe a drop in your inbound delivery rates. 

    To enable delivery alerts for your account, click here.

  • Can I receive email alerts whenever there is a significant drop in the delivery rates of my outbound/inbound messages?

    Go to the SMS Delivery Alerts page to configure email alerts for your account. If you have alerts enabled for your account, Plivo will send you an email whenever our delivery rate monitoring systems observe a significant drop in your outbound and/or inbound message delivery.

    To enable Alerts for your account, go Console > SMS > Settings > Delivery Alerts

    Here you can enable/disable alerts for your outbound and inbound message delivery rates.

  • Why did my outbound SMS delivery fail?

    SMS error codes are sent at each stage of the delivery process. Depending on the message_state returned, an accompanying error_code may be given. That is, if delivery is unsuccessful when we tried to deliver the SMS to the carrier, the message_state will be updated from “queued” to “failed” and an accompanying error_code will be given.

     If the message has been successfully sent to the carrier, it can still hit roadblocks that can cause the SMS to fail. In this scenario, the message_state would change from “queued” to “sent”, and then to “undelivered”, which will be accompanied by an error_code. SMS error codes can help you learn more about a delivery issue. 

    The following illustration shows a successful delivery path and the message_states that can occur.

    Screenshot__2_.png

    Click here for a comprehensive list of Plivo error codes for outgoing and incoming messages. 

  • Will Plivo retry callbacks if the message_url is not reachable?

    Yes. If the message_url for your Plivo application returns a non-2xx HTTP status code, Plivo will retry the request to the message_url. 

    A maximum of three retry attempts will be made as per the logic defined below.

    • The first retry attempt will be made 60 seconds after the original attempt.
    • The second retry attempt will be made 120 seconds after the first retry attempt.
    • The third retry attempt will be made 240 seconds after the second retry attempt.

     Retry attempts are made for both inbound messages and status update callbacks for outbound messages.

     Please note that Plivo expects your server to respond to our requests within five seconds. Requests are timed out if an HTTP response is not received within five seconds. Timed out requests are retried based on the retry schedule described above. 

     For incoming messages, you can set the message_url for your Plivo application using our API or in the Applications tab from the user dashboard. For outgoing messages, you can set the message_url in your API code by adding this parameter "URL" = "https://.example.com/sms".

  • What are the different SMS states in Plivo?

    Outbound messages

    Your outbound message could be listed as queued, sent, failed, delivered, or undelivered.

    • All outbound messages are initially queued as Plivo accepts the message and attempts to send the message to a carrier.
    • A message is marked as "failed" if an internal error occurs before the message is passed on to downstream carriers. The user will not be charged for a failed message. 
    • A message is marked as "sent" when the message is successfully passed on to a downstream carrier. The user will be charged for sent messages.
    • The message is marked "delivered" or "undelivered" based on the delivery receipt received from the carrier. The user will be charged in this scenario.

    Note that delivery receipts are not universally supported across countries, number types, or mobile networks. The final status of a message may remain “sent” in cases where delivery receipts are not received. Delivery reports are not supported in the US and Canada due to federal regulations. 

    Inbound messages

    Your inbound message will be categorized as received, delivered, or undelivered.

    • All inbound messages are initially marked as "received". 
    • If the Plivo phone number that received the message is associated with an application, and the application has a valid message_url configured, then the message will be forwarded to that URL. The message is marked as delivered following a successful response from the message_url; otherwise, it will be marked as undelivered.