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Must know
  • The indicator is most meaningful on Web & SMS, where a text’s outcome is tracked and updates on its own.
  • A Web Only message shows a green double check the moment you send it — it’s posted straight to the family’s portal.
  • A Web & Email message stays on the grey “still sending” single check even after the email has gone out.
Each message you send shows a small icon next to its timestamp. There are three you’ll see:
  • Green double check — delivered. On a Web & SMS chat this means the text was confirmed delivered to the family’s phone. A Web Only message shows this green check immediately, because it’s simply posted in the family’s portal — there’s no outside step to wait on.
  • Grey single check — still sending. The outcome isn’t confirmed yet. On a Web & SMS chat this usually turns green (or shows a warning) within a few moments, on its own, as the carrier confirms the outcome — you don’t have to refresh. On a Web & Email chat the message stays on this grey check even after the email goes out — a successful email send doesn’t report a separate “delivered” confirmation back into chat.
  • Warning triangle — failed. The send didn’t go through. Hover the triangle to see the reason (for example, an unreachable number). Fix the underlying issue if you can, or switch the conversation to a different channel and resend.
Treat the green check as a real delivery confirmation on Web & SMS, where a text can bounce and you want to know. A text the carrier accepts but ultimately can’t deliver shows the warning triangle too, so between the double check and the triangle you always know where a text stands. On Web Only the green check just confirms the note was posted, and on Web & Email a successful send won’t turn green. If something is time-sensitive on those channels, watch for the family to open and reply. Related: What do the Web Only, Web & SMS, and Web & Email channels mean?, Why doesn’t a family get notified of a Web Only message?, Why can’t I text a family who opted out of SMS?