Reply ticks and "Not delivered"
What the ticks under your replies mean, and what to do when one wasn't delivered.
Updated
Replies from your agent and your team show ticks beside their time, from the channel's own reports:
- One tick: sent.
- Two ticks: delivered to the customer.
- Two ticks in colour: read.
On WhatsApp you can see all three. Messenger, Instagram and website chat show one tick once the reply is accepted, then more as each channel reports: Messenger when it's delivered and read, Instagram when it's seen, and website chat when the visitor's chat has received and shown it. A customer who turned read receipts off never shows as read, so two grey ticks don't mean the message is unread.
Not delivered replaces the ticks when the channel accepted a reply and then reported that it couldn't deliver it, with the reason, for example when your WhatsApp account has no payment method in Meta past the first 1,000 replies a month (see Adding a payment method in Meta).
"Delivery uncertain · do not resend" means the channel didn't confirm a reply. It's never sent again automatically, so the customer won't get it twice; reload the conversation's status before deciding to send it again.