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sent means Tuco handed the message to the channel. delivered means the channel confirmed it reached the device. They are different guarantees, and a message can sit at sent forever without ever being delivered. Read receipts are a further step again: they only exist when the recipient has read receipts switched on, so treat them as a floor on how many people read you, never as an exact count.

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The statuses you can build on

Full detail: Failures, fallbacks and delivery outcomes.

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Why sent is not delivered

sent is a statement about Tuco’s side of the boundary: the message was accepted by the channel. Everything after that is outside Tuco’s control — the device may be off, the number may no longer be in use, the recipient may have blocked the sender, or the message may have been downgraded at the carrier on the SMS leg. If a message shows sent but the lead says nothing arrived, the problem is downstream. Work through Message not received and Sent vs Delivered.

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Why read receipts undercount

A read receipt only exists if the recipient has read receipts enabled on their device. Many people do not. So:
Read rate is a floor, not a measurement. A 40% read rate means at least 40% read it — not that 60% did not. Never report read receipts as an engagement ceiling, and never compare read rate across audiences with different device settings.
The metric that survives this problem is reply rate against contacts you actually reached: replied / reached, where reached counts distinct recipients a message actually got to. That is comparable across workspaces regardless of how iMessage delivery landed. See the analytics API for the insights.unique breakdown.

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Building automations on outcomes

1

Trigger on sent for internal bookkeeping

Activity feeds, CRM timeline entries, “message went out” notifications.
2

Trigger on delivered for time-based follow-up

Waiting “3 days after delivery” is only meaningful once delivery is confirmed.
3

Trigger on fallback to switch channel

Route to SMS or email, or tag the lead as not reachable on iMessage.
4

Alert on failed rates, not individual failures

A single failure is data hygiene. A rising failure rate on one line or campaign is an operational signal.
Webhooks fire on these transitions — see message webhooks.