There can be a few reasons that would cause this issue. Here are some simple troubleshooting suggestions:
- Did the contact text in the keyword correctly?
This can be a common error when one of your contacts isn't receiving your auto-reply. Double check to see if they texted in the correct keyword on your account by going to Keywords & Numbers. The number they should send the keyword text to is located under the "profile icon".
- Is your auto-reply an MMS message?
Go to Keywords & Numbers and click on the active keyword to view it's settings.
Then, under "Create Your Auto Reply Message", click on the MMS button to switch your message setting if it is not already showing SMS.
Or, if you want to keep your auto-reply as an MMS message, the delay could be caused by a video clip if it is attached to the message as media. We recommend shortening your video clip to 30 seconds if you add a video clip directly into your text or better solution would be to upload the video to Youtube and to send it as a link so it can easily be submitted to your contact's phone.
Tip: What is the difference between MMS and SMS?
- MMS Delays
Multimedia messages can have an impact on the delivery speed in which phone carriers can send your message to contacts. The auto-reply is sent from your EZ account immediately, however, it ultimately depends on how fast the phone carriers of your contact(s) can process the message and deliver it to their device. If timing is of the essence, we recommend sending auto-replies that are simply SMS messages.