Tag: error

aNinja Trigger Events

aNinja trigger events is a specific incident, when verified, triggers the execution of one or multiple actions.

aNinja trigger events include:

“Custom Field Value Changed”, “Incoming Calls”, “Incoming SMS or Email”, “Lead creation”, “Outgoing SMS with error code”, and “Workflow step status changed”.

aNinja Trigger Events

You can access the Trigger Events from the left sidebar > Automations > Triggers > Add trigger.

 

aNinja Trigger eventsTrigger Events
  • Custom Field Value Changed
    • Indicate the custom field value that when changed in the lead view, fires the trigger action.
  • Incoming Call

    • Specify the call type: missed call, busy, or completed.

  • Incoming Email or SMS
    • When you receive an Email or Text from outside aNinja.
    • Add a specific body content for the incoming Texts to be identified by the system.
  • Lead Created via API
    • Leads coming through API are the result of aNinja integrations (e.g. Forms, Ads, etc…).
  • Lead Created via Chatbot
    • Leads coming through Chatbot are the result of Chatbot conversations.
  • Outgoing SMS with error code

    • If the phone number saved in the lead contacts is wrong, landline, or blocked by the carrier, your sent SMS will return with an error code that we log for each call.

  • Workflow step status changed

 

 

Error codes returned by the carrier on SMS or MMS

You might receive error codes returned by the telephone carrier after you’ve sent a SMS or MMS.

The telephone carriers filter all the messages to protect the mobile subscribers from spam and other forms of unwanted messaging.

And, these systems look at both message content and volume.

Filtering in the United States and Canada can affect the delivery of your SMS and MMS messages.

Where do the error codes appear in aNinja

When in the lead view, in the history section, you can see error in red on the right corner under the sent SMS or MMS.

Hover your mouse over “error” to see the error code.

Error codes on SMS or MMS

Then, search for this code in the below section to understand the reason for this error.

Error codes references on SMS or MMS

Below are the most common error messages returned by the carriers.

  • 11751 => Media exceeds messaging provider size limit.
    • Maximum size limit depends on the messaging channel.
    • aNinja supports an MMS of 600KB.
  • 12300 => Invalid Content-Type.
    • Our carrier is unable to process the Content-Type of the provided URL.
    • You must return a Content-Type for all requests. Requests without a Content-Type will appear in the Debugger as a 502 Bad Gateway error.
  • 30003 => Unavailable or unreachable destination.
    • The destination handset you are trying to reach is switched off or otherwise unavailable.
  • 30005 => Unknown or inactive destination number.
    • The destination number you are trying to reach is unknown and may no longer exist.
    • The device you are trying to reach is not on or does not have sufficient signal.
    • The device cannot receive SMS (e.g. the phone number belongs to a landline).
    • There is an issue with the mobile carrier.
  • 30006 => Landline or unreachable destination.
    • The destination number is unable to receive this message. Potential reasons could include trying to reach a landline. Or, in the case of short codes, an unreachable carrier.
  • 30007 => Your message was blocked by the carrier due to spam, phishing, and fraud content.
  • 30008 => Delivery of your message failed for unknown reasons.
    • Our carrier receives a very generic error from the destination carriers that they have no further details about. They associates the message with the error code 30008 letting you know that they truly don’t know what caused this error from the provider.
  • 30019 => Content size exceeds carrier limit.
    • Message failed because the size of the content associated with the message exceeded the carrier limit.
  • 30410 => Provider timeout.
    • The provider used may be experiencing disruptions resulting in errors or request timeouts. Messages are failed and not retried to avoid duplicate message delivery.
  • 32017 => Carrier blocked call due to poor reputation score on the telephone number.
    • The calling number has a low answer rate from end users; or, generates low-duration calls; or it is responsible for large volumes of unwanted calls.

Notifications on incorrect lead contact data

The Lead contact is the lead info saved in the Lead View (email addresses, phone numbers, URLs). When the lead is created, the contacts are saved as entered/provided.

The system uses the lead contacts to send your emails and texts. This means, in case the lead contact was incorrect, your outbound will surely not reach the lead.

Notifications on unsent emails outbound

You receive an email notification that the email address of this lead is incorrect and your outbound did not reach them.

Notifications on unsent texts outbound

You can see an error message in red in the lead history.

Notifications on incorrect lead contact data

Note: You also receive an error message after you send a text if the primary phone number is a landline number.

You can handle the outgoing SMS with an error code through triggers. e.g. mark as “do not contact” the lead with a landline number.

Reconnect / Re-authorize your email account with aNinja

Reconnect your email account with aNinja if it’s disconnected to be able to send and receive email through the app.

Disconnected email alert

If your email stopped running correctly, you need to reconnect your email account with aNinja to be able to send and receive emails through the app.

When an email is no longer synced, an alert pops up in red on the top middle of the page as a warning to reconnect the email.

When the email gets disconnected, any attempt for sending emails fails and it shows an error in the lead view.

Failed emails don’t show up on the reports page, however, they show up on the logs page with an error status.

But what are the reasons for a synced email to disconnect from aNinja?

The reasons that lead to reconnecting your email account

Several reasons may lead to reconnecting / re-authorizing your email account. Of which we mention:

  • If you have changed your password and did not update it here.
  •  Or, if you’ve enabled two-factor authentication and did not generate an aNinja app password.
  •  It could also be an issue communicating with your email provider.
  • Lastly, to help identify the problem, check for any error messages at your end.

Reconnect / Re-authorize the email account

On the left sidebar, click on Settings > Email accounts

  • Then, click the edit pen next to your name.

  • Lastly, hit the “Connect / Re-auth” button and follow the on-screen instructions to re-authorize your email.

Still unable to connect / re-authorize

Need help reconnecting your email account with aNinja? Just leave us an email at support@aninja.com. And we will happily assist you!

 

Relevant links:

Connect your Gmail account

Connect. your Microsoft Outlook account

Connect your email account using Custom IMAP

MMS messages

MMS stands for ‘multimedia messaging service’. It was built using the same technology as SMS (short message service) text messages.

While SMS was built to send short messages, MMS focuses on sending multimedia messages.

Some of the rich content types which can be sent include phone contacts, audio and video files, and images.

Types of MMS messages

  • Audio files
  • Video files
  • Images

Sending MMS through aNinja

  • Search for your lead
  • When on a lead View, click on Text in the toolbar
  • Your phone number is automatically injected next to “From”.
    • If you’re an Admin user, from the dropdown, you can choose the phone number you want to send the text through.

  • The primary phone number is also automatically injected next to “To”.
  • You can either select an available template
    • Then, the content of the template is injected into the body section. And the media file saved in the template is attached to it.
  • Or, you can manually type the message in the body section.
  • Click on the attachment icon and select a file
    • Supported file formats (jpeg, png, and gif)
    • Check the “Supported media types” below.
  • Before you send your text, you want to make sure that the total message size is under the maximum size limit for the channel.
    • Check the “Attachment Limits” section below.
  • Click Send to send your text immediately,
  • Or, click on the arrow next to send to schedule to a later date and time.
  • An MMS can also be sent in bulk text sequences. Attach the media file to the template and use it in the sequences.

Note!

Make sure to include content in your template before saving it, not only attachment(s). Otherwise, when attaching it to a text sequence, it will not be launched.

Supported Media Types

Different carriers support different types of media, regardless of the media types allowed in aNinja.

When you send an MMS, the telephone carrier checks the content-type header at the provided MediaURL to validate the content type of the media file. If the content type header does not match that of the media file, the request will be rejected.

You can check the status of the MMS in the lead view, on the bottom right of the message. Hover your mouse over the error to see the message provided by the carrier. Some carriers don’t provide error messages.

The following types of content are fully supported. This content will be formatted for delivery on destination devices.

  • image/jpeg
  • image/jpg
  • image/gif
  • image/png

 

The following types of content are accepted. Requests will not be rejected, but the content will not be modified for device compatibility.

Audio
  • audio/basic
  • audio/L24
  • audio/mp4
  • audio/mpeg
  • audio/ogg
  • audio/vnd.rn-realaudio
  • audio/vnd.wave
  • audio/3gpp
  • audio/3gpp2
  • audio/ac3
  • audio/webm
  • audio/amr-nb
  • audio/amr
Video
  • video/mpeg
  • video/mp4
  • video/quicktime
  • video/webm
  • video/3gpp
  • video/3gpp2
  • video/3gpp-tt
  • video/H261
  • video/H263
  • video/H263-1998
  • video/H263-2000
  • video/H264
Image
  • image/bmp
  • image/tiff
Text
  • text/vcard
  • text/x-vcard
  • text/csv
  • text/rtf
  • text/richtext
  • text/calendar
  • text/directory
Application
  • application/pdf
  • application/vcard
  • application/vnd.apple.pkpass

Most of the phone carriers support image file attachments in one of the supported file formats (jpeg, png, and gif) and they might not support these types (PDF, BMP, MPEG, MP4, Quicktime, and 3GPP).

Attachment Limits

When sending text and pictures in the same message (MMS messaging), a message can contain up to 10 images and 1600 characters.

Through aNinja, you can send an MMS of 600KB. If your message (including body text and media) is larger than 600KB, your message request will fail to send.

We have reduced the size of the MMS to 600KB to increase the chances of deliverability. As the top US carriers have recently reduced their allows MMS sizes as follows:

Carrier Short code MMS attachment size
AT&T 600 KB <—- ideal size
Sprint 1400 KB
T-mobile 1000 KB
Verizon 1200 KB

So you want to provide a shorter video that is ideally < 600KB if you want to reach all the targeted audience.

Our carrier will automatically compress JPEG, PNG, or GIF files to reduce their size if they exceed certain thresholds, to help you fit more images on your message when needed.

Hence, there will not be any additional charges applied for the message body. It will be included in the MMS cost.

If your media is not an image file and is larger than the limit allowed by the destination carrier, your MMS message will fail.

You can always compress the size of your media file using tools online.

Lastly, we recommend hosting your media file on your website or a file hosting service and adding the link to download it in your template or text call to action.