What are Failed Notification Events?
A failed notification event is indicative of an email or SMS that was sent to a client that could not be delivered. There are several reasons a notification may not be delivered. The Failed Notification Events tab should help you determine the reason and seek resolution to ensure successful and timely delivery of all future client notifications.
Where are Failed Notification Events?
Failed Notification Events are on a tab of their own in your Shepherd Admin menu. Click the tab to view Failed Email Events by default, and select the SMS tab to view failed text messages.
Failed Notification Evens are a role permission for Admins and Practice Owners. These permissions can be adjusted accordingly and or given to other roles based on your clinic's preferences/needs. To read about adjusting roles and permissions, click here.
What do I do with Failed Notification Events?
The goal is to become aware of when and why clients aren't receiving your notifications and to correct any contact information errors to ensure clients receive future notifications. Once resolved, you can archive the failed notification event. Here are some behaviors of the events and suggestions on how to utilize the tab to its fullest potential.
When a notification is sent but the platform it is sent through returns and unsuccessful status, a failed notification event is created
Details of a FNE include
Date (timestamp)
Client Name (hyperlink to profile)
Email or Phone Number
Template/Title (of the notification)
Reason (Response from platform re: unsuccessful delivery)
When a FNE is recorded, an icon indicator is placed on client profile beside the contact method that blocked the notification (phone number or email address).
There are 2 ways to remove this indicator:
Update the contact method that caused the FNE - new phone number or email address if you can confirm with the client that the details were incorrect
If a successful response is received for a notification (the same one that triggered the FNE or a new one to the same method of contact), the indicator will be automatically removed.
Once the indicator has been removed, manually or automatically, you can archive the FNE. To do so:
Select 1 or more FNEs on the table and select "Archive"
View archived FNEs using the "Archived" toggle on the FNE tab