# Inspect Apple Messages history and failures

Use [**Apple Messages > Messages**](https://bird.com/dashboard/w/apple-messages/messages) when you need the recorded result of a particular message. Use [Conversations](/docs/guides/apple-messages/conversations) when you need the surrounding customer exchange.

## Find and open a message

1. Open **Messages** in the workspace that owns the business.
2. Choose **All**, **Received**, or **Sent** to filter by direction. Use **Business** when available and the timeline to narrow the time of the exchange.
3. Open the matching record. In **Details**, check **Business ID**, **Conversation ID**, **Content type**, and **Source**. Check the status and timestamp in the header.
4. In **Events**, inspect the message content, event history, and any error details. Retain the message ID when reporting the issue.

![Message details showing Sent status, the business and conversation identifiers, content type, and operator source.](/images/docs/dashboard-apple-messages.png)

[View the screenshot at full size](/images/docs/dashboard-apple-messages.png).

After a template send, **View message and events** opens the submitted record directly.

## Understand the status

| Status          | Meaning                                                  | Your next action                                                                    |
| --------------- | -------------------------------------------------------- | ----------------------------------------------------------------------------------- |
| **Accepted**    | Bird queued the outbound request for processing.         | Wait for processing and inspect subsequent events.                                  |
| **Sent**        | Apple's gateway accepted the message.                    | Check the customer interaction separately.                                          |
| **Send failed** | Processing or the provider send failed after acceptance. | Inspect the error and possible earlier acceptance before deciding whether to retry. |
| **Rejected**    | Bird refused the message before any send attempt.        | Read the recorded reason, including any billing problem.                            |
| **Received**    | Bird recorded an incoming customer message.              | Open the conversation and handle the request.                                       |

Bird does not provide Apple device-delivery or read receipts. An operator's **Mark as read** action changes the inbox state, not this status. A successful send also does not prove that a booking, payment, or account action succeeded.

A **Send failed** result can also follow a lost provider acknowledgement after Apple accepted the message. It is not proof that the customer received nothing. Check the error and attempt history before retrying; a new message can duplicate the original.

## Investigate a failed or uncertain send

Start with the error on the record rather than submitting another message immediately.

- **Media error:** verify that the source URL is public HTTPS, serves the expected file and media type, and meets the [media requirements](/docs/guides/apple-messages/attachments). A browser that is signed in to the file host can conceal an authorization problem.
- **Business or conversation error:** inspect the business approval and conversation status. The customer must reopen a closed conversation.
- **Suppressed destination:** review [Suppressions](/docs/guides/apple-messages/suppressions), including both business-specific and workspace-wide entries.
- **Billing rejection:** ask your organization administrator to resolve the recorded billing issue before another send.
- **No final outcome yet:** refresh the detail and retain the message ID. Acceptance is asynchronous; a second submission can create a duplicate if the first succeeded.

For API calls, retain the original [idempotency key](/docs/guides/idempotency) for retries of the same request. In the template review dialog, **Retry this send** retains the attempt while the recipient and content remain unchanged.

## Inspect a structured customer response

Open the related conversation to see a native answer with its customer-facing label. Compare it with the choices, time slots, or form pages you sent. Your integration should use stable identifiers when taking a business action; translated labels and row positions can change.

If the recorded answer is unclear, collect the sent and received message IDs and a redacted device capture. Use the [support checklist](/docs/guides/apple-messages/troubleshooting#contact-support) rather than sending credentials or unredacted customer records.

## Next steps

- [Read channel metrics](/docs/guides/apple-messages/analytics) to determine whether the issue affects other messages.
- [Troubleshoot the channel](/docs/guides/apple-messages/troubleshooting) for missing conversations or unsupported content.