A Twilio SMS account may be automatically deactivated in BoldDesk when repeated message-delivery failures exceed the applicable failure threshold.

One possible cause is repeatedly sending messages to a recipient who has opted out. Twilio blocks messages sent to an opted-out recipient. If BoldDesk, an agent, an automation, or another application continues sending messages to that recipient, each attempt may result in another delivery failure. To prevent ongoing failures and protect the messaging integration, BoldDesk may automatically deactivate the affected Twilio SMS account and notify the relevant users.

Prerequisites

Before troubleshooting, ensure that:

• Twilio SMS is integrated with BoldDesk.
• You have permission to manage SMS settings in BoldDesk.
• You have permission to view audit and failure logs.
• You have access to the Twilio Console.
• You know which Twilio SMS account or phone number was deactivated.

Symptoms

You may experience one or more of the following symptoms:

• The Twilio SMS account appears in the inactive account list.
• Agents cannot send SMS messages from the affected account.
• New customer SMS messages are not received through the inactive account.
• BoldDesk sends a notification about the account deactivation.
• The Omnichannel failure logs contain repeated message-delivery failures.
• Twilio message logs show failed attempts to send messages to the same recipient.
• The failure details contain an error such as:

Attempt to send to unsubscribed recipient.

The Twilio error may also include one of the following error codes:

21610

or

30630

Deactivating the Twilio SMS account stops new SMS communication through that account. Existing SMS conversations and message history are not deleted.

Cause

This issue occurs when a message is sent to a recipient who has opted out of messages from the Twilio phone number, sender, or Messaging Service.
A recipient may opt out by replying with a supported keyword such as:

• STOP
• STOPALL
• UNSUBSCRIBE
• CANCEL
• END
• QUIT
• REVOKE
• OPTOUT

Custom opt-out keywords may also apply when Advanced Opt-Out is configured in Twilio.
After the recipient opts out, Twilio blocks further messages from the affected sender or Messaging Service until the recipient legitimately opts back in.
If message attempts continue, repeated failures can accumulate. These attempts may originate from:

• An agent
• A welcome message
• An offline message
• A conversation-closure message
• An AI Agent response
• A campaign
• A workflow or automation
• A scheduled message
• A third-party integration
• An external application using the same Twilio account

When the recurring failures exceed the applicable threshold, BoldDesk may automatically deactivate the affected Twilio SMS account.

Identify the Opted-Out Recipient

Review the Omnichannel Failure Logs in BoldDesk

To review the failure details:

1. Open the account-deactivation notification.
2. Select the link in the notification to open the related failure logs.

Alternatively:

1. Go to Admin > General > Audit Logs.
2. Open the Omnichannel Failure Logs.
3. Filter the logs by the approximate date and time of the deactivation.
4. Review the error messages and timestamps.
5. Look for the following error:

   Attempt to send to unsubscribed recipient.
   

6. Identify the recipient phone number associated with the repeated failures.
7. Check whether the same recipient appears in multiple failure entries.
8. Record the affected phone number, Twilio account, sender, and time of failure.

Review the Twilio Message Logs

After identifying the approximate time and recipient in BoldDesk:

1. Sign in to the Twilio Console.
2. Open Monitor > Logs > Messaging.
3. Filter the logs by the affected date or time.
4. Filter by the recipient phone number, if required.
5. Open one of the failed message records.
6. Review the message status and error details.
7. Check for Twilio error 21610 or 30630.
8. Confirm which sender or Messaging Service attempted to send the message.
9. Determine whether multiple messages were sent after the recipient opted out.

Resolve the Issue

Complete all the following actions before activating the Twilio SMS account.

Step 1. Stop Messages to the Opted-Out Recipient

Stop all outbound messages to the affected phone number.
Do not repeatedly retry the failed message. Twilio will continue blocking messages from the affected sender or Messaging Service while the recipient remains opted out.

Check whether messages are being generated by:

• Agents
• Welcome messages
• Offline messages
• Conversation-closure messages
• AI Agent responses
• Campaigns
• Workflows
• Scheduled messages
• Third-party integrations
• External applications connected to Twilio

Temporarily disable the affected workflow, automation, campaign, or integration if you cannot immediately prevent it from sending messages to the opted-out recipient.

Step 2. Add the Recipient to a Suppression List

Remove or suppress the opted-out recipient from every system that can initiate an SMS message.
Review and update:

• Outbound SMS contact lists
• Campaign recipient lists
• Scheduled messages
• Automated notification processes
• Messaging workflows
• AI Agent processes
• Customer communication preferences
• Third-party applications
• External systems connected to Twilio

If multiple Twilio senders are used, maintain an internal suppression list across the relevant senders and applications.

Step 3. Check for Other Opted-Out Recipients

Review both the BoldDesk Omnichannel failure logs and Twilio message logs for similar failures involving other recipients.
Search for:

Attempt to send to unsubscribed recipient.

Also check for Twilio error codes:

21610
30630

Resolve all recurring opt-out failures before activating the account. Correcting the issue for one recipient may not be sufficient if messages continue to be sent to other opted-out recipients.

Step 4. Check for Other Recurring Failures

Confirm that the Twilio SMS account is not also experiencing failures caused by:

• An invalid or expired Auth Token
• An incorrect Account SID
• A misconfigured messaging webhook
• Network connectivity issues
• Rate-limit violations
• An inactive Twilio phone number
• A phone number without SMS capability
• A misconfigured endpoint
• An unexpected Twilio API or server error

Resolve all recurring errors identified in the Omnichannel failure logs and Twilio message logs.

Step 5. Confirm the Recipient’s Subscription Status

Do not manually remove a Twilio opt-out block or resume messaging without appropriate recipient consent.
If the recipient wants to receive messages again, the recipient must complete the applicable Twilio opt-in process. Depending on the sender type and Twilio configuration, supported opt-in keywords may include:

START
YES
UNSTOP

The recipient should send the applicable opt-in keyword to the same Twilio sender from which they opted out.

If Advanced Opt-Out or custom keywords are configured in Twilio, review the Messaging Service settings to determine the correct opt-in process.

Step 6. Activate the Twilio SMS Account

After resolving all recurring failures:

1. Go to Admin > Chat > SMS > Manage.
2. Open the inactive account list.
3. Locate the affected Twilio SMS account.
4. Select the More options icon.
5. Select Activate.
6. Select Yes, Activate to confirm.

Verify the Resolution

After activating the account, verify that the integration is working correctly.

1. Confirm that the Twilio SMS account appears in the active account list.
2. Send a test message to an internal or authorized test recipient who has consented to receive messages and has not opted out.
3. Confirm that the message is delivered successfully.
4. Send a reply from the test recipient.
5. Confirm that the incoming message appears in BoldDesk.
6. Verify that agents can send and receive SMS messages.
7. Review the Omnichannel failure logs.
8. Confirm that no new opt-out-related failures have been recorded.
9. Review the Twilio message logs and confirm that the test message has a successful status.
10. Monitor the affected workflows, campaigns, and integrations to ensure that they do not attempt to message suppressed recipients.

The issue is resolved when:

• The Twilio SMS account remains active.
• Agents can send and receive SMS messages.
• A message to a consenting test recipient is delivered successfully.
• Incoming SMS messages are received in BoldDesk.
• No new 21610, 30630, or unsubscribed-recipient failures are recorded.
• Automated processes no longer attempt to send messages to opted-out recipients.

If the Account Is Deactivated Again

If the account is automatically deactivated again:

1. Note the date and time of the latest deactivation.
2. Open the latest Omnichannel failure logs.
3. Check whether the same recipient caused the failure.
4. Check for additional opted-out recipients.
5. Confirm that all campaigns, workflows, automatic messages, and third-party integrations were reviewed.
6. Verify that the suppression list is used by every system that can send SMS messages.
7. Review the Twilio message logs for the latest error code and sender.
8. Check for unrelated credential, webhook, connectivity, or rate-limit failures.
9. Capture the relevant failure timestamps, recipient numbers, Twilio Message SIDs, and error codes.
10. Contact BoldDesk Support if the issue persists after all recurring failures have been resolved.

When contacting BoldDesk Support, provide:

• The affected BoldDesk organization
• The name of the affected Twilio SMS account
• The affected Twilio phone number
• The approximate deactivation date and time
• Screenshots of the Omnichannel failure logs
• The Twilio error code
• The relevant Twilio Message SID
• The troubleshooting actions already completed

Prevent Future Account Deactivations

Follow these recommendations to reduce recurring opt-out delivery failures:

• Monitor Omnichannel failure logs regularly.
• Review Twilio message logs for delivery and opt-out errors.
• Stop sending messages as soon as a recipient opts out.
• Maintain a suppression list of opted-out phone numbers.
• Synchronize opt-out information across BoldDesk, Twilio, campaigns, and external applications.
• Ensure all SMS-sending systems check the suppression list before sending.
• Exclude opted-out recipients from workflows, campaigns, and scheduled messages.
• Review welcome, offline, and conversation-closure messages.
• Review AI Agent responses and external automations.
• Avoid automatically retrying permanent opt-out failures.
• Investigate recurring errors before they reach the account-deactivation threshold.
• Periodically verify Twilio credentials, phone-number settings, and webhook configuration.
• Obtain appropriate recipient consent before sending SMS messages.
• Retain opt-in and opt-out records according to your organization’s compliance requirements.

Frequently Asked Questions

1. Can One Opted-Out Recipient Cause the Twilio Account to Be Deactivated?
   Yes. Repeatedly sending messages to even one opted-out recipient may generate enough delivery failures to cause the Twilio SMS account to be automatically deactivated.

2. Why Does Twilio Reject the Message?
   Twilio rejects the message because the recipient opted out of messages from the Twilio phone number, sender, or Messaging Service. Messages remain blocked until the recipient completes the applicable opt-in process.

3. What Error Should I Look For?
   An opt-out-related failure may appear as:

Attempt to send to unsubscribed recipient.

The associated Twilio error code may be:

21610

or:

30630

4. Does Account Deactivation Delete Previous SMS Conversations?
   No. Existing SMS conversations and message history remain available. However, agents cannot send or receive new SMS messages through the inactive account.

5. Where Can I Find the Failure Details in BoldDesk?
   Open the account-deactivation notification and select the failure-log link.
   You can also go to: Admin > General > Audit Logs > Omnichannel Failure Logs
   The available options may depend on your role permissions.

6. Can I Activate the Account Immediately?
   You can activate the account from the BoldDesk Admin Center, but you should first resolve the recurring failures. Otherwise, new failures may cause the account to be automatically deactivated again.

Related Articles

1. In-App & Push Notifications for Omnichannel Account Deactivation Due to API Failures
2. Twilio SMS Accounts in BoldDesk: Add, Remove, Reconfigure
3. How to Manage Twilio Account in BoldDesk
4. How to View Audit Logs for Changes in Admin Settings
5. Twilio Error 21610: Attempt to Send to Unsubscribed Recipient
6. Twilio Error 30630: Attempt to Send to Unsubscribed Recipient