Check if there is a number assigned to the user. Click on Settings.

Click on Members.

Click on the Assigned phones dropdown next to the user and select the number to be assigned to the user.

Check the user’s access level — admins cannot send messages. Click on the “Access level” drop down and assign the correct access level.

Verify that they have not hit their plan limit via the analytics page. Navigate to the Analytics page from the home screen. If all these check out, contact Clerk Chat support.

How can I address issues with message delivery or receipt?

Contact Clerk Chat support and provide them with the originating and receiving numbers, timestamp, and message contents.

What happens when the SMS limit is reached?

When your limit is reached, you will no longer be able to send messages. You can monitor this on the Analytics page. Navigate to the Analytics page from the home screen.

Can I stop a customer from receiving messages if they opt out?

Yes, click on Contacts.

Select the contact you would like to opt-out.

Toggle the Opt-Out switch.

A message will appear stating the user has been unsubscribed.

Can I delete a message?

Yes, hover over the message or thread and use the trash can icon to delete individual messages.

To delete an entire thread click on the three dots on the right side of the thread. Select Delete.

Can I block a number?

Yes, you can block numbers by hovering over the thread, clicking the three dots. Select Block.

You can manage the blocklist from the Contacts page. Select Contacts. Then Block list.

Then click on the trash can icon to remove the number from the block list.