# Dispatching, SMS Replies, and Recalls

Use this page to troubleshoot dispatch-related SMS behavior, duplicate SMS delivery, dispatch order, and recall-related workflows.

For cases where a client does not receive SMS or email notifications at all, use [Message delivery issues](/docs/help-center/troubleshooting/overview/message-delivery-issues.md).

### SMS reply issues

#### A contact replied, but no SMS Reply was created

An **SMS Reply** is created only when the contact responds with something other than the **SMS Acknowledgement Phrase**.

If the contact replies with the acknowledgement phrase, Liberty treats that message as an acknowledgment instead of a reply for agent review.

For example, if the acknowledgement phrase is `Ok` and the contact replies with `Ok`, no SMS Reply is created.

#### What to do next

* create a new message
* ask the contact to reply with something other than the acknowledgement phrase
* review the acknowledgement phrase in **Admin Preferences**

SMS Replies are designed to let clients respond to automated SMS notifications so agents can review and adjust dispatching when needed.

### Duplicate SMS messages

#### A client says they are receiving duplicate SMS messages

Check the account setting **Ignore SMS Timeout**.

When this setting is off, Liberty can retry SMS delivery if the mobile carrier does not return a delivery confirmation in time.

That can result in the client receiving the same message more than once, even though the earlier message already reached the phone.

#### How to stop it

Enable **Ignore SMS Timeout** on the account.

This stops the automatic re-delivery behavior and sends the SMS only once.

### Dispatch order issues

#### Oncall dispatch steps are in the wrong order

Oncall calendar dispatch order follows the order in which events are entered and updated.

If events are entered as `Sam`, `Bob`, `Joe`, then `Bob` is updated later, the effective order becomes `Sam`, `Joe`, `Bob`.

#### How to correct the order

Delete the affected events and add them back in the exact order you want used for dispatch.

For future changes, use the same approach whenever order matters.


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