Before you start
Retries are only available on a broadcast that is already in the Live state with one or more failed messages in its Analytics. If your broadcast itself never activated — showing the Failed state with “Broadcast has failed due to reaching maximum contact count” — you’ll need to delete it and create a new broadcast with narrower filters instead.
Note: Retries apply to individual failed messages within a Live broadcast, not to broadcasts that failed to launch.
Where the action lives
Open the Broadcasts page and click View on the broadcast you want to retry.
Scroll to the action buttons at the bottom of the detail page. When the broadcast is Live and has at least one failed message, you’ll see an amber Resend Failed Messages button.
If you don’t see the button, one of these is true:
The broadcast isn’t in the Live state.
Every message succeeded (the Failed count is zero).
The broadcast’s channel was disconnected after activation.
Review what will be retried
Before clicking the retry button, expand the Failed Contacts section on the detail page to confirm which contacts are affected and what errors they hit.
The Failed Contacts table lists up to 50 contacts with their ID, Name, Phone, and the Error returned by the channel provider. Common failure reasons include invalid or unreachable numbers, recipient opt-outs, and temporary carrier errors. For transient errors, a retry is usually all that’s needed. For permanent errors like invalid numbers, retrying will fail again — cleaning up the contact data in Intercom is the better fix.
Tip: Click Download as CSV at the bottom of the Failed Contacts section to export every failed message (not just the first 50). That gives you a full audit trail you can hand to whoever maintains your contact data.
Trigger the retry
Click Resend Failed Messages.
The button shows a loading state (“Resending…”) while Octopods queues the retries.
The page refreshes and the broadcast remains in the Live state.
What gets resent
The retry action only targets the messages that are currently marked as Failed. Successful messages are not re-sent. Pending messages (those still in flight from the original activation) are left alone.
The same message content and template variables are used — you cannot edit the message or change recipients during a retry.
Watch the updated analytics
After you trigger the retry:
The Failed count begins to drop as messages succeed on their second attempt.
The Succeeded count rises accordingly.
The Pending count may briefly rise while the new sends are in flight.
Refresh the detail page to see the counters update. The Failed Contacts table shrinks as each failed message either succeeds or hits the same error again.
When retries aren’t enough
If messages continue to fail after a retry, the underlying cause is usually not a transient issue. Typical follow-ups:
Invalid phone numbers. Clean up the numbers in Intercom or use a tighter filter next time.
Recipient opt-outs. Contacts who have opted out of messaging on the channel can’t be reached. Respect the opt-out and remove them from the audience.
Channel-side issues. Check the channel’s health dashboard in Octopods to confirm it’s still connected and delivering.
You can click Resend Failed Messages again after resolving the underlying issue, but for bulk data-quality fixes it’s usually faster to create a fresh broadcast with corrected filters.
What’s next
See the Channels section for channel health and delivery troubleshooting