If leads in your campaign are not progressing after an SMS sequence step, this article explains what causes the issue and how to resolve it.
Symptoms
Leads remain on the SMS step and do not advance to the next step in the sequence.
The SMS message appears to have sent, but the lead's status doesn't update.
Subsequent steps in the sequence are not triggered for affected leads.
What causes this
In some cases, an SMS sequence step could send successfully but fail to advance the lead to the next step in the sequence. This was caused by a processing issue after the message was sent. The issue has been resolved in v26.07.03 — leads now progress correctly after an SMS step completes.
If leads are still stuck
If you're seeing leads stuck on an SMS step after the v26.07.03 update, follow these steps:
Open the affected campaign and navigate to the People tab.
Filter leads by the SMS step to identify those that haven't progressed.
Check whether the SMS message was delivered by reviewing the lead's activity log.
If the SMS was delivered but the lead is still stuck, contact our support team via Intercom Chat with the campaign name and the affected lead details.
📌 Note: Leads that were stuck on an SMS step before the v26.07.03 update may need to be manually advanced or re-enrolled in the sequence. Contact support if you need assistance with bulk remediation.
Preventing SMS step issues
Ensure your SMS integration is correctly configured and your sending number is active.
Test your SMS sequence steps with a test lead before launching a campaign.
Monitor the Activity Log for any errors on SMS steps shortly after a campaign goes live.
Need help?
Reach out to our support team via the In-app Chat (Access Digital Assistant) or contact your Customer Success Manager for assistance with SMS sequence issues.