Text Error

I just got a brand new quote & have never had contact with this person. I tried to send the initial text & I got the same error. I am currently on minute #6 & it still won't send.

It finally went through after 10 minutes from attempting to send the initial text. This is unacceptable, I can send them through the email notification just fine, but I can't do that when it's an initial contact.

I'm using a Mac, I've tried it on Safari & Chrome with the same result.

Can you advise if this is only affecting you or all workers on your account?

All workers. Chad cannot send either. He's on PC.

Thank you. I am sending this to our developer now and will let you know what they advise.

Thank you!

Good news — the issue you reported has been resolved and the fix is now live in your account. Please let us know if you have any questions.

Here is what our developer advised:

This was caused by their account hitting the IO Phone daily text safety limit, not by the user’s Mac, Safari, Chrome, or a problem with that specific lead.

The limit is account-wide, so it applies across all workers on the account. At 8:03pm CT on June 29, the account had sent exactly 301 billable outbound text messages in the previous rolling 24-hour window. At 7:16am CT on June 30, it was still at 301 messages in the previous rolling 24-hour window, so the account was still being rate limited.

The main spike came from Chad Burkholder on June 29. Between about 10:47am and 12:40pm CT, Chad sent 211 billable outbound text messages: 125 to worker/employee records and 86 to customer records. The worker messages went to 8 unique worker phone numbers, and the customer-record messages went to 6 unique customer phone numbers. The message content appears to be internal/team communication about equipment handling and warehouse/storage issues, including inflatable rolls, wet equipment, blowers, carnival games, trailer/hitch handling, pallets/shelves, and instructions that the messages should have gone as bulk texts rather than group texts.

Because those bulk sends generated many individual outbound text records, the account crossed the 300 texts/day threshold. Once that happened, other workers on the same account could also see “You are sending messages too quickly” even if they personally had not sent many texts that day.

The reason a manual text eventually went through is that manual texts are allowed intermittently during a rate-limited state after a short quiet period. In other words, the account was still over the daily limit, but the system allows occasional manual outbound texts once there has not been a successful billable outbound text in the last few minutes. That matches their report that it finally worked after waiting around 10 minutes.

I’ve added a temporary rate-limit override for their account in order to bypass this for today only. In the future, they should be more careful not to send too many outbound text messages too quickly; otherwise, our internal rate limiting will continue to kick in as it did this week.

Thank you.