Install Reach: Get the browser extension from the Chrome Web Store.
The Message sent screen (WhatsApp)
When you click Send via WhatsApp in the WhatsApp review screen, Reach navigates to the Message sent screen. It confirms the send and starts polling for delivery updates.
You’ll see:
A green circular check icon.
The heading Message sent.
A confirmation sentence: WhatsApp message to [contact name] via channel #[channel id] has been queued for delivery.
The Delivery tracking card with a vertical timeline that updates as the provider reports new status.
A Send another message button at the bottom that takes you back to the home screen.
If Reach also created a new CRM conversation, a green success alert appears with the heading Conversation created in Intercom and the message A new conversation has been opened for this contact.
The SMS sent screen
The SMS flow uses a simpler post-send screen — Reach navigates to a confirmation screen with the heading SMS sent and a sentence describing how many segments were delivered, the recipient name, and the channel used. This screen does not include a live delivery timeline.
The buttons at the bottom are Send another and Done. To track delivery for an SMS after the fact, open the message from the contact’s history. See Viewing Contact Details and Message History.
If a new Intercom conversation was created alongside the SMS, an info alert appears with the heading Conversation created in Intercom.
Delivery statuses you’ll see
The Delivery tracking card shows a vertical timeline with four steps. Each step is filled in as the provider reports it, and shows the time it occurred next to the label. Steps that have not yet been reached show waiting… while the polling continues.
Queued — Reach has accepted the message and handed it off to the provider.
Sent — The provider dispatched the message to the carrier or WhatsApp network.
Delivered — WhatsApp confirmed the message reached the recipient’s device.
Read — The recipient opened the message in WhatsApp.
If delivery fails, a separate red Delivery failed alert appears below the timeline with the failure reason and any provider error code. The timeline itself stops at whichever step was the last one reported before the failure.
The timeline updates automatically — you do not need to refresh the side panel.
How real-time polling works
On the WhatsApp Message sent screen, Reach polls the message status every two seconds. Polling continues until one of these happens:
The message reaches a terminal status — Delivered, Read, or Failed.
Polling runs for about a minute without reaching a terminal status. At that point the tracker stops and shows Status updates may be delayed. — delivery can still complete; you’ll see the final state in the message history.
If you leave the confirmation screen and come back later, open the message from the history list to see the latest status.
When a message fails
If delivery fails, Reach shows a red alert below the tracker:
Delivery failed heading.
A short description of why the message didn’t reach the recipient.
An error code in monospace, if the provider returned one.
Common failure reasons:
Invalid or unreachable phone number — Check the number format and country support.
Recipient opted out — The contact has unsubscribed from messages on that channel.
Rate limit or carrier rejection — The carrier or provider temporarily declined the message.
Channel configuration issue — The channel used for sending is not fully set up. Ask an admin to verify the channel status.
Template issue (WhatsApp) — The template was paused, rejected, or the variables didn’t pass validation.
Retrying a failed message
If the message failed and you want to retry:
Open the failed message from the contact’s message history — see Viewing Contact Details and Message History.
On the Message detail screen, the action buttons at the bottom depend on the channel. For a failed WhatsApp message, the primary button is Resend template (re-runs the same template flow) and the secondary button is Back to history. For a failed SMS, the primary button is Edit & retry (reopens the SMS composer with the original text) and the secondary button is Back to history.
Fix what needs fixing (for example, correct the phone number or switch to a different channel), then send again.
To start a brand-new WhatsApp message after a failure, click Send another message on the confirmation screen to return to the home screen.
Where to check delivery later
Once you leave the confirmation screen, the message still lives in the contact’s history:
Open the home screen for the contact.
In the Recent section, click a message card to see its detail — or click View all history for the full list.
Alternatively, open Sent history from any contact’s profile.
The message detail page shows the full delivery timeline with timestamps and any failure information, no matter how long ago the message was sent.
What’s next