WayaDesk / Customer service and SMS
A timeout creates uncertainty: the provider may have received the request even though the application did not receive a clear response. Automatically repeating every uncertain request can send the same customer several messages.
Preserve the ambiguous state
LinkDesk holds a send interrupted by a timeout or restart for review instead of automatically repeating it. The owner can check provider evidence and then close the attempt or deliberately queue a new tracked send.
Review before taking action
Locate the original event and any available provider identifier. Check the provider dashboard through the authorised process. Do not assume that the absence of a local success response proves no message was accepted.
- Keep the original attempt in the history.
- Record the evidence used to resolve its status.
- Mark a deliberate replacement as a new tracked action.
Avoid mixing communication and entitlement
A customer may already have valid internet access even if the confirmation message is uncertain. Do not suspend service or repeat a payment because an SMS result is unresolved. Investigate the communication path separately.
Train the owner workflow
The person reviewing uncertain sends needs to understand both the application and the provider record. Include a controlled timeout or restart scenario in the pilot where practical. The goal is a defensible decision about each attempt, not simply clearing every warning as quickly as possible.
Frequently asked questions
Does every timeout mean the SMS failed?
No. The request may have reached the provider even when the response was lost.
Will LinkDesk automatically repeat every uncertain send?
The documented workflow holds ambiguous attempts for owner review instead of automatically resending them.
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