Why a send was held

Sometimes you press Send and KretaOS holds the message instead. That is on purpose. In every case nothing was sent and nothing was added to the client's timeline. KretaOS tells you exactly why, keeps your draft, and points you to the fix.

You see the explanation in the Inbox composer, on a draft from the AI assistant, and in an automation's run log. In the composer it shows before you even press Send: a Send is on hold box under your message gives the reason and the fix, and it clears by itself once the fix is recorded.

The reasons, and what to do

"Not sent — nothing left your outbox"

This person can't be messaged on this channel.

• Opted out: they asked not to be contacted on this channel, so KretaOS won't send there. If they have since said yes again, record it on their page (Open their page) and send.
• No recorded yes (only if your admin turned on Require recorded consent): press Record their OK, mark it on their page, and send again.

"Held — it's late for them"

It is inside quiet hours in the client's own time zone, for example "It's 9:40 PM for them in Mumbai (IST)". Send it after the time shown. Your draft is kept.

If it can't wait, for example when the client has just written to you and is waiting, press Send anyway under the hold, then Yes, send now. The message goes out, and the timeline and the activity log note that it was sent inside quiet hours by your choice. This is the only hold you can send through: an opt-out, the daily limit and WhatsApp's 24-hour window never have a Send anyway button, and an automation never sends inside quiet hours — it waits for the morning.

"Held — they've heard from you enough today"

This person has already had the daily limit of messages from your team today. It can go tomorrow. Your draft is kept.

"Held — their 24-hour reply window has closed"

On WhatsApp, the client last wrote more than a day ago, or has never written to that number. WhatsApp only allows a business to start with an approved template. Press Pick a template, or wait for their next message. See Sending and the 24-hour window.

"Not sent" because the channel is not connected

• Email: connect Google first. The composer shows Connect Google to send.
• WhatsApp: connect a number, or use Log it instead to record a chat you had on your phone.

Held messages from automations

When an automation's message is held, the run is marked in its run log with the same sentence, and nothing is sent. Fix the cause (for example, record the client's OK) and the next run can send.

The teammate who made the automation (or, if they have left, your admins) also gets one bell a day per automation, such as "couldn't message 3 clients today", with the reason and a link to its runs. The same happens when nobody at the client has an email address or WhatsApp number to send to. For WhatsApp's 24-hour window, add an approved template to the send step — see Steps.

Good to know

• Only one reason is shown at a time, the one you can fix first. If more than one check fails, the next shows after you fix the first.
• Admins get a shortcut. For quiet hours and the daily limit, admins see a link to the settings behind them.
• Something else? "Something stopped this message before it left. Nothing was sent — please try again." If it repeats, tell us.