SMS Logs and Delivery Status
What SMS Logs Shows
The SMS Logs tab in the sidebar shows every sent and received message for the current ticket:
| Column | Description |
|---|---|
| Direction | Whether the message was sent (outbound) or received (inbound) |
| From | The number the message was sent from |
| To | The number the message was sent to |
| Body | The message content |
| Timestamp | When the message was sent or received |
| Status | The last known Twilio delivery status for the message |
Logs are paginated. Navigate between pages using the pagination controls at the bottom of the list.
Delivery Status Values
Twilio reports the following delivery statuses:
| Status | Meaning |
|---|---|
queued | Message accepted by Twilio but not yet dispatched |
sent | Message dispatched to the carrier |
delivered | Carrier confirmed delivery to the recipient’s device |
failed | Message could not be sent (e.g. invalid number, carrier error) |
undelivered | Message was sent but the carrier reported it was not delivered |
Not all carriers report delivery status back to Twilio. sent is as far as confirmation goes for some networks.
Refreshing Delivery Status
Delivery status may update after the message is first logged. To get the latest status from Twilio:
- Find the message row in the SMS Logs tab.
- Click the refresh icon next to that row.
- The app queries Twilio for the current status of that Message SID and updates the row.
Each refresh is independent — you can refresh a single message without reloading the entire log.
Availability
SMS Logs are available on:
- Freshdesk
- Freshservice
- Freshsales
SMS Logs is the only feature available on Freshsales. All other features (auto-reply, scheduled SMS, incoming SMS) require Freshdesk or Freshservice.
Need Help?
Email support@taroo.in and we’ll respond within one business day.
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