Sent, Delivered, Read, Failed
For agent messages (not bot, not internal notes), Kazenly shows a small status line under the bubble on both WhatsApp and Instagram.
Status Labels
| Label | Meaning |
|---|---|
| Sending... | Message is still being submitted |
| Sent | Handed off to the channel |
| Delivered | Reached the customer’s device (when the channel reports it) |
| Read | Customer opened the message (when supported) |
| Failed | Send or delivery failed — check channel connection or template rules |
Icons and colours match the label (grey for sent/delivered, blue for read, red for failed).
When a message is Read, you may also see by [name] if an agent read receipt is recorded.
What Does Not Show Status
- Customer messages — no outbound ticks
- Bot messages — no agent delivery row
- Internal notes — team-only; no delivery tracking
- Temporary messages while sending may hide the menu and status until saved
WhatsApp vs Instagram
The same labels appear on both channels.
On Instagram, Meta delivery and read receipts are limited compared to WhatsApp. Status may stay on Sent and not advance to Delivered or Read even when the customer received the DM.
On WhatsApp, ticks usually progress through Sent → Delivered → Read when Meta webhooks update the message.
Failed Messages
Failed means the platform could not complete delivery. Common follow-ups:
- Reconnect WhatsApp or Instagram token expired
- Customer care window closed — try a Utility template on WhatsApp
- Troubleshooting (chapter 17) — message failed and window errors
Related Articles
- Send a Text Message (8.1)
- WhatsApp Reactions (8.9)