If your clients aren’t receiving survey requests via SMS, there are several things to check depending on whether the send is manual or automated.
1. Check if your SMS limit has been reached
First, make sure you haven’t reached the monthly SMS limit included in your InputKit plan, you can access this info in the billing settings.
2. Manual sendings
If you're manually sending surveys (e.g., using an Excel file or a manual sequence form), here’s what to verify:
Presence of a phone number column: Your file or form must include a dedicated column for phone numbers.
Field mapping: During the field matching step, make sure the phone number column is not set to "Ignore", but is correctly mapped to "Phone number".
If this mapping is incorrect, SMS messages won’t be sent even if the phone number is present in your file.
3. Automated sendings
If sends are triggered automatically via an integration (like Dentitek, Medesync, Progitek, etc.):
Go to Sendings, then click the “i” icon to open the Send Info panel.
Check if a phone number appears in the information section.
If no phone number is shown, that means your software did not send it to us.
This can happen if:
Your software isn’t configured to send mobile phone numbers;
The field used in your software isn’t the one mapped to the integration;
The client simply doesn’t have a mobile phone number saved in your system.
If needed, contact us and we’ll help identify the cause.
If the issue persists after these checks, feel free to contact us via the chat