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Short answer: open Logs → Communications, check whether the message was Sent and which error it shows, fix the cause, then click Resend.
1

Check the log

Go to Logs → Communications and find the message. Look at Message Channels, Sent and SMS Length, which shows the error code if it failed.
2

Check the phone number

The patient’s number must be correct and include the country code.
3

SMS: check your balance

Go to Settings → Clinic → Main. If Available Messages is 0, all SMS stop, including reminders. See SMS balance and sender name.
4

WhatsApp: check the bot

In Settings → Integrations → WhatsApp Bot, make sure the number is still connected. Messages to patients who haven’t written to you in the last 24 hours need a Meta-approved template, Allow Paid SMS Outside 24h Window turned on, and a payment method in Meta.
5

Resend

A failed message is retried once automatically. After you fix the cause, click Resend in the log.
For important reminders, tick both SMS and WhatsApp Bot in the template’s Message Channels. Dentolize tries WhatsApp first and sends an SMS only if WhatsApp fails.
Meta can reclassify a WhatsApp template from utility to marketing, even after approval. Check your templates in your Meta account if WhatsApp messages suddenly stop.
Full guide: SMS and WhatsApp connection and pricing

Still stuck?

Send us a message in System Chat inside Dentolize with a screenshot, and tell us which step didn’t work. Tip: next time, search this site first. Most answers take less than a minute.