Symptom
- Cadence step status is Skipped on the lead timeline
- Skip reason mentions SMS, phone, or opt-out
Common causes
- NO_PHONE or unverified mobile number
- LANDLINE_OR_VOIP — automated SMS requires mobile
- SMS_OPT_OUT — lead replied STOP
- DO_NOT_CONTACT or marketing consent missing (form leads)
- INVALID / UNKNOWN carrier lookup
Fix
- Open lead → verify mobile phone → run phone verify (uses credits)
- Check opt-out flags — do not clear without compliance approval
- Form leads without marketing consent skip SMS steps by design
- Review skip reason on cadence instance row for exact code
Still stuck?
- Full block-reason table — /docs/outreach/cadence-eligibility/
- STOP handling — /docs/communications/sms-opt-out/
- Send manual SMS from Inbox when automation cannot run