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For texts, the usual cause is business registration: US numbers cannot send until they are registered, and messages simply do not arrive rather than producing an obvious error. For email, the usual cause is your plan, since email starts at Pro, or your own domain not being verified.

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My texts are not being delivered

Why this happens. In the US, a number must be registered for business messaging before it can send. Until then messages are not delivered, and the failure is quiet rather than loud. Fix it. Register your business, and expect approval to take a week or two. Identity verification alone is not enough: registration is a separate form with a one time carrier fee. See Register your business. Still stuck. Check texting is switched on for the number itself. A number that takes calls perfectly well can have messaging switched off.

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Texts send but replies never reach my agent

Why this happens. Replies go to whichever agent handles texts for that number. If none is set, the reply arrives and nothing answers it. Fix it. Check which agent is set to handle texts for the number. Calls and texts on one number can go to different agents, which is easy to half configure. See Assign a number to an agent. Still stuck. If the customer replied STOP at any point, they are opted out and further messages to them are blocked by design.

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My agent is not sending email at all

Why this happens. Email needs the Pro plan or above. On Free and Starter your agent cannot send email regardless of what its instructions say. Fix it. Check your plan. See Plans and what they include. Still stuck. On Pro and above, check your email allowance for the month. Pro includes 800 emails and Growth 2,000, and once the allowance is gone your agent stops sending unless extra usage is switched on, which is off by default. See Limits.

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My agent’s emails land in spam

Why this happens. Mail sent from a shared domain is treated with more suspicion than mail from your own verified one, and receiving systems judge unfamiliar senders harshly. Fix it. Send from your own domain, which is available on Pro and above and is the single biggest improvement you can make. See Bring your own domain. Still stuck. Ask one recipient to mark a message as not spam, and check the content is not link heavy, which reads as bulk mail to filters.

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Some recipients never receive anything

Why this happens. Either they have opted out, or their carrier or mail provider is filtering. Business messaging rules also differ by country, so what works in one place may not in another. Fix it. Check whether that recipient opted out. For a whole country not receiving messages, contact support@brilo.ai with the country and a sample number. Still stuck. Send one message to your own phone on the same carrier as the affected recipient. That tells you quickly whether it is the carrier or the individual.

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FAQ

In the US, because the number is not registered for business messaging yet. Registration takes a few days to approve and messages are not delivered until it completes. See Register your business.
Because no agent is set to handle texts for that number. Calls and texts on the same number can go to different agents, so a number answering calls perfectly can have nothing handling its messages.
Email needs Pro or above. On Free and Starter your agent cannot send email at all, whatever its instructions say. See Plans and what they include.
Most often because they are sent from a shared domain rather than your own. Sending from your own verified domain, available on Pro and above, is the biggest single improvement. See Bring your own domain.
They are opted out and no further messages are sent to them. That is deliberate and required by messaging rules, so treat an opt out as final rather than something to work around.
Check the conversation in your inbox. A message that was never sent looks different from one sent and not delivered, and that distinction points at either your plan and setup or the recipient’s carrier.