A contact isn't getting texts

Open the contact and read the first events on the timeline. One of these usually explains it.

Filtered

Mav decided not to text this contact at all, for one of these reasons. The timeline doesn't say which; the reason goes out with the Filtered event to your outbound webhooks.

• Contact has opted out. Opt-out is permanent for that number in your account.
• This phone number is blocked. The number is under Settings › Filters › Blocked Numbers.
• On the DNC.com list or on the Blacklist Alliance. A scrub service you turned on flagged it, and the number was added to Blocked Numbers.
• This marketing source is blocked. Leads from that source are blocked for your account.

Undeliverable

Mav can't text this number. Either the vendor sent no phone, a number that isn't a valid US number, or sms_consent as false, and Mav stopped before the first text. Or the carrier refused the message: common causes are a landline, a disconnected number, or a number that cannot receive texts. If the very first text bounces, the engagement ends here. Some carrier rejections mark the contact as spam-blocked; those show under the same Undeliverable filter.

Opted Out

The contact replied with a stop word. Mav treats these whole-message replies as an opt-out: STOP, QUIT, END, REVOKE, CANCEL, UNSUBSCRIBE, OPT OUT and their Spanish equivalents, plus clear phrases like "take me off this list" or "wrong number." A plain "no" or "not interested" is not an opt-out. The contact gets one confirmation text and never hears from Mav again. A carrier can also opt a contact out on their behalf; those show no confirmation text.

The text is waiting

If the timeline shows Started but no text yet, the message is held for an allowed window:

• Quiet hours. Mav texts between 8 AM and 9 PM in the contact's local time. Some states are tighter: Florida, Maryland, Oklahoma and Washington end at 8 PM; Maryland also starts at 9 AM; Florida also skips Sundays. Florida, Oklahoma, Maryland and New Jersey allow at most three attempts in 24 hours, texts and calls together. The contact's timezone comes from the Timezone field on the contact, or your account timezone when that is blank.
• Transfer hours. Follow-up nudges and Mav's own calls only go out while your transfer hours are open, and never on the holidays that close them. The first text is not held for hours or holidays, only for the quiet-hours window.

A callback the contact asked for at a specific time goes out at that time, even outside the window.

Still nothing

If a contact shows no engagement at all, or the last event is hours old with no reply from Mav, Mav's monitoring has likely already flagged it to our team. Write to support with the contact's link and we will look at the conversation with you.