HelpNotificationsDid it arrive? (delivery log)

Did it arrive? (delivery log)

At the bottom of the WhatsApp and email pages, Did it arrive? shows the last messages your shop tried to send on that channel — so a missed message is something you can see and act on.

Owner & Manager Where: WhatsApp / Email → Did it arrive? 3 min read

What the log shows

This is the first place to look when a customer says nothing arrived — before you change any setting. It answers the only question that matters right then, did we try and what happened. Both owners and managers can read it.

On a multi-branch business, the log shows the whole business. A row doesn't say which branch a message came from — so if you manage one branch, some of what you see belongs to another.

Three health counts up top — Sent, Failed and Skipped over the last 7 days — then a table of recent messages with when, the message type, and the result.

If any message gave up after retrying, a callout tells you how many, so you can reach those visitors another way.

Nothing there at all? A log with no rows says “Nothing sent yet”. On a brand-new line, that's correct, not a fault.

Channel	What would put a row in the log
WhatsApp	A visitor joining with a phone number.
Email	Someone joining or booking with an email address.

The statuses

Status	What it means	What to do
Sent	Accepted for delivery on the channel.	Nothing — it went out.
Queued	Waiting to go out.	Give it a moment.
Skipped	We didn't try. Switches are re-checked at send time, so turning a moment off also stops messages already queued.	Read the reason shown underneath the row.
Opted out	Nothing may be sent to this address or number again — usually because they asked to stop, but a hard bounce or a spam report lands here too.	Check the address or number with the customer before assuming they unsubscribed.
Failed	Didn't get through. Retried up to 3 times; one that keeps failing gives up ('dead-lettered') and is counted in the callout above the table.	Call the visitor, or rely on the tracking link and lobby TV.

A Sent can later turn Failed. “Sent” means the channel accepted the message — a delivery receipt arriving afterwards can reveal it never reached the phone. On a live visit, the visitor's card on the queue is flagged so staff know to call their name out loud.

The "you're almost up" message doesn't sit through retries. A failure there flags the visitor for a voice call straight away, because a heads-up that arrives late is no heads-up at all.

A Skipped row always says why, right underneath it, in plain words. That one line is usually the whole answer when a customer says nothing arrived. Read it before you change a setting.

Reasons a “Skipped” row can give

What it says
This message is switched off.
We have no phone number or email for this visitor.
Not needed any more — by the time it was due to go, this visitor had already been served, moved to another line, or had left.
The appointment was cancelled, or they had already arrived, before this could go out.

No contact details

The log is deliberately free of personal information — no phone numbers, no email addresses, no names. It answers "did our messages go out?" without becoming a list of your visitors' contacts.

Messages gave up? When the log flags dead-lettered messages, the safest move is the human one — call those visitors by name, or rely on the lobby TV. Their place in the line was never at risk.

Related: The Queue console