Notification Diagnostics Tool

The notification diagnostics tool can be used to troubleshoot why a particular client or staff member isn't receiving certain notifications by email, text message, or push notifications. The tool can be accessed from any client or staff member's Quick Actions menu.

In This Article


Client Notification Diagnostics

To run the notifications diagnostics tool for a client, navigate to the client's profile and select "Notification Diagnosis" from their "Quick Actions" menu.

Quick Actions menu on client profile with cursor highlighting the notification diagnosis toolOn the next screen, select the type of notifications you want to run the diagnostics. You can choose to run diagnostics on all notifications or a specific type of notification - email, text message, or push notifications. Then click the "Run Diagnostics" button.

notification diagnosis pop up window with dropdown menu to run diagnostics and send test notification button

The notification diagnostics tool will check the notifications settings for the individual client as well as your company's settings and indicate whether the settings are configured correctly for the client to receive notifications or not. It will also check the email logs for any recent email rejections by the client's email provider.

log of client notification diagnosis showing email, push, and text message notifications

You can also click on the "Send Test Notification" button to send the client a test email, text message, or push notification.

notification diagnosis pop up window with dropdown menu to run diagnostics and arrow pointing to the send test notification button


Staff Notification Diagnostics

To run the notifications diagnostics tool for a staff member, navigate to the staff's profile and select "Notification Diagnosis" from their "Quick Actions" menu.

Quick Actions menu on staff profile with cursor highlighting the notification diagnosis toolOn the next screen, select the type of notifications that the staff member has not received. You can run diagnostics on all notifications or notifications for a specific event or client that the staff member did not receive. If you select "Notifications for an event" or "Notifications for a client" you'll be prompted to select the specific event or client you want to run notification diagnostics on for this staff member. Then click the "Run Diagnostics" button.

notification diagnosis pop up window with dropdown menu showing options for what notifications are not being received

The notification diagnostics tool will check the notifications settings for the individual staff member as well as your company's settings and indicate whether the settings are configured correctly for the staff member to receive notifications or not. It will also check the email logs for any recent email rejections by the staff member's email provider.

log of staff notification diagnosis showing email, push, and text message notifications

You can also click on the "Send Test Notification" button to send the staff member a test email, text message, or push notification.

notification diagnosis pop up window with dropdown menu to run diagnostics and arrow pointing to the send test notification button

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