Scheduled Messages and Failed to Send let you keep track of emails and SMS that are waiting to go out, and those that Rex couldn't send. Checking Failed to Send regularly means you can fix the problem and resend before a contact misses something important.
This article covers where to find these pages, who can see whose messages, how to fix and resend a failed message, and how to edit or cancel a scheduled message.
What Are Scheduled Messages and Failed to Send?
- Scheduled Messages - emails and SMS that have been scheduled to send at a later time
- Failed to Send - emails and SMS that Rex couldn't send, for example because of an invalid email address, a contact with no mobile number, an SMS that's too long or not enough marketing credits. This covers all messages sent from your account, not just scheduled ones.
❗ Please Note: Failed to Send only lists messages that were never sent. Emails that were sent but then bounced or were blocked are shown in Email Health instead. See - Communication Centre: Introduction to Email Health.
Where Do I Find Scheduled Messages and Failed to Send?
Go to Other Lists > Communication Centre, then choose:
- Failed to Send
- Scheduled Messages
- Email Health, if you have access
You can also select Scheduled messages from the Leads icon.
To see the scheduled and failed messages for one contact, open the contact record and use the options in the right-hand menu.
🔒 Can I See Everyone's Messages or Just My Own?
It depends on your privileges. Two privileges in the Communication Centre group decide whether you see the whole account's messages or only the ones you sent:
- View Everyone's Scheduled Messages
- View Everyone's Failed to Send Messages
Super Admin, General Admin, Agent: Open Office and Agent: Hybrid Office roles have these privileges, as do users and roles with Mail Merge "Read Any" access. Agent: Closed Office roles, and custom roles without these privileges, only see their own messages.
To let someone see everyone's messages:
- Go to Settings > Users & Security.
- Open the user or role.
- Go to Privileges > Communication Centre.
- Tick View Everyone's Scheduled Messages and/or View Everyone's Failed to Send Messages, then save.
For more on privileges, see - Privileges: Advanced Privileges Mode.
How Do I Fix a Message That Failed to Send?
- Go to Other Lists > Communication Centre > Failed to Send.
- Click the message to open it. The error message shows along the top.
- Fix the problem. This is usually on the contact record, for example updating an email address or adding a mobile number.
- Click Resend Message to send it again.
If you don't want to send the message at all, click Delete & Don't Send to remove it.
Hover over the info icon beside the Failed to Send title for a reminder of what the page includes.
How Do I Edit or Cancel a Scheduled Message?
- Go to Other Lists > Communication Centre > Scheduled Messages.
- Find the email or SMS and click View/Edit.
- Make your changes. You can also change the scheduled date or time.
- Save your changes.
If you no longer want to send the message, click Delete & Don't Send to remove it.
For more on scheduling, see - Introduction to Scheduled Messages.
❓ FAQs
My team's failed messages have disappeared. Why?
You may only have access to your own messages. Ask your Rex admin to tick View Everyone's Failed to Send Messages and View Everyone's Scheduled Messages for you under Privileges > Communication Centre.
An email bounced but it isn't in Failed to Send. Where is it?
Failed to Send only shows messages Rex never sent. Emails that bounced or were blocked after sending are in Email Health. See - Communication Centre: Fixing Failing Email Addresses.
Why did a message fail because of marketing credits?
Some messages need marketing credits to send. If your account runs out, they'll fail until credits are added. See - Marketing Credits.
Can I change the time of a scheduled message?
Yes. Open it from Scheduled Messages with View/Edit and change the date or time.
Can I see the scheduled and failed messages for one contact?
Yes. Open the contact record and use the options in the right-hand menu.