> For the complete documentation index, see [llms.txt](https://www.kauneonga.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.kauneonga.com/docs/help-center/troubleshooting/overview/dispatching-sms-replies-and-recalls.md). # Dispatching, SMS Replies, and Recalls Troubleshoot dispatch replies, duplicate SMS, dispatch order, and recall-related workflows. 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. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://www.kauneonga.com/docs/help-center/troubleshooting/overview/dispatching-sms-replies-and-recalls.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.