What's happening

A caller expected a confirmation text and didn't get one. Scarlett only texts when she's told the caller she would — so start with the call itself.

1. Did she promise a text?

Open the call in the call log. If she didn't say she'd text, none was sent — that's expected. The call record shows the post-call text when one was sent.

2. Is the number right?

Texts go to the number the caller rang from — Scarlett never sends to a different number, for security. If that number was withheld or mistyped by the caller, the text can't reach them.

3. The text comes from a different number

Confirmations are sent from Scarlett's texting line, not the number your customers dial. That's expected — ask the caller to check for a text from an unfamiliar number.

What's next

• Read and act on your calls — open the call to see what she sent.
• What Scarlett says and does on a call — when and how she texts.