Question
Email and SMS notifications should be sent to staff members, but they aren’t receiving the notifications. Why aren’t notifications being received by staff members?
Answer
There are five possible reasons why your staff members might not be receiving email or SMS notifications. To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.
The notification is inactive and can’t be sent to any staff members
The notification is inactive and can’t be sent to any staff members
Check the staff member’s individual notification settings under the Notifications tab of their profile and if necessary, activate the notification.
A Do Not Disturb period is currently enabled
A Do Not Disturb period is currently enabled
The staff notification will be sent automatically after the Do Not Disturb period ends.
Note: Once the system sets a notification to the Pending status during a Do Not Disturb period, turning off the Do Not Disturb period or adjusting the end time won’t change the original scheduled send time for that pending notification.
The staff member’s role doesn’t have the appropriate permissions to access the notifications
The staff member’s role doesn’t have the appropriate permissions to access the notifications
Modify the notification settings for the staff role to ensure your staff members receive all the notifications they need.
The email notification is being flagged as junk
The email notification is being flagged as junk
Check if the notification was sent to the staff member’s junk folder. If necessary, the staff member will need to update their email settings to ensure that the email sender isn’t blocked by their email address.
Additionally, check to make sure staff members aren’t using unique domain names for their email addresses. Many private domain names can’t receive email notifications from WellnessLiving. Please try to use public domain names such as Gmail or Outlook.
The SMS notification is being flagged as spam
The SMS notification is being flagged as spam
If you're including links in your SMS message, don’t use URL shorteners such as bitly.com. Shortened links may cause carrier filters to flag the message as spam.
If you’re sending the SMS message manually, only send the message to 50-100 clients at a time. Sending a message to a mass amount of clients at one time may cause carrier filters to flag the message as spam.