How to manage unreachable clients

The **Unreachables** page finds the events in your agency where the client never received a successful message, and it tells you why. Work that list to repair contacts, flows, statuses, and locations before a client misses a court date.

### Overview

- **What it is:** **Unreachables** is a tab on the **Events** page. It searches your events and returns only the ones with no delivered message and none still waiting to send, showing a red badge in the **Reached Status** column with the reason for each miss.
- **Why it matters:** An event that generates no delivered message is a client who was never notified. Catching those events early gives your agency time to call, correct a phone number, or mail a notice.
- **Who uses it:** Anyone in your agency whose role can view events, including clerks, case managers, supervision officers, and administrators.
- **Expected outcomes:** A short, reason by reason worklist of events that still need attention, and a clear path from each row into the event, the client, and the contacts behind it.

### Prerequisites

- An eCourtDate account with a role that can view events, which is the same permission the **Events** page uses
- Events dated within the last 30 days through the next 14 days, since that is the window eCourtDate rechecks
- Clients attached to those events, so their contacts can be evaluated

### How-To Steps

#### Open the Unreachables page

1. Click **Events** in the top navigation.
2. Click the **Unreachables** tab.
3. Review the table. Each row is one event, and the red badge in the **Reached Status** column is the reason that event's client was not reached.

#### Narrow the list

1. Enter a case number in **Case Number** to find a single case.
2. Enter a reference in **Event Reference** to find a single event.
3. Enter a date in **Event From Date** to set the earliest event date.
4. Enter a date in **Event To Date** to set the latest event date.
5. Select an **Event Status** to limit the results to that status.
6. Select an **Event Type** to limit the results to that type.
7. Select a **Reached Status** to show only the events that share one reason.
8. Select a **Location** to limit the results to one location.
9. Check **Archived** or **Trashed** to search archived or trashed events instead of active ones.
10. Click **Search**.

#### Choose the columns you need

1. Click **Fields** above the table.
2. Click a field name to add or remove that column.

The columns you can turn on are **Reached Status**, **Event Date**, **Event Time**, **Case Number**, **Event Reference**, **Event Type**, **Description**, **Event Status**, **Appeared**, **Location**, **Location Notes**, **Event Archived**, **Event Trashed**, **Client Reference**, **First Name**, **Last Name**, **Bond Number**, and **Bond Collateral Type**.

#### Open an event to see why it was missed

1. Click the red badge in the **Reached Status** column to open that event.
2. Read the red badge beside the date and time at the top of the event, which repeats the reason.
3. Click **Tools**, then click **Troubleshoot**.
4. Review **Critical Issues** first, then **Warnings**, then **Best Practices**.
5. Read the **Message Delivery** card for the **Messages Created**, **Expected Messages**, **Flow Messages**, and **Valid Contacts** counts. **Failed Messages** appears only when the event has one.
6. Click **Re-run Checks** after you change anything, or click **Back to Event** to return.

#### Fix the client's contacts

1. Scroll to the **Primary Client** card on the event.
2. Review the badges on each contact in the **Manage Contacts** card below it. Every contact shows **VALID** or **INVALID**, and it also shows **OPTED-OUT** or **NOTIFY OFF** when messaging is turned off for that contact.
3. Enter a phone number or email address in **Add phone or email**.
4. Click **Create Contact**.
5. Click **View Client** in the **Primary Client** card if you need to change anything beyond contacts.

#### Rebuild the event's messages

1. Click **Tools** on the event.
2. Click **Sync Messages**. eCourtDate queues the event and regenerates its outbound messages from the assigned flow.

#### Export the list

1. Click **CSV** to download every row that matches your current search. The file uses the columns you turned on with **Fields**, always starting with **Reached Status**.
2. Click **PDF** to open your browser's print dialog with the full list.
3. Click **Load more** at the bottom of the table to show more rows on screen.

### What to Expect

Rows are events, not clients. One client with three missed events appears three times, once per event.

eCourtDate rechecks events once a day and only looks at events dated from 30 days ago through 14 days ahead. An event outside that window keeps whatever reason it last had. The recheck does not run in the staging region.

An event leaves the list once at least one outbound message for it has been sent without an error code, and it is also held back while messages for it are still scheduled and waiting to send. Archived and trashed events are hidden unless you check **Archived** or **Trashed**.

### Best Practices

- Search one **Reached Status** at a time so you fix a whole class of problem at once, such as every event whose client has no valid contact.
- Turn on **First Name** and **Last Name** in **Fields** before you export. The list already shows **Client Reference**, but not the names your staff need to call.
- Run **Tools** > **Troubleshoot** on a single event before you change a flow, a status, or a location. One event usually explains the pattern behind the rest.
- Fix contacts on the event itself, then click **Tools** > **Sync Messages** so the event rebuilds its messages rather than waiting for the next daily recheck.
- Check **Archived** and **Trashed** periodically. The daily recheck skips archived and trashed events, so they keep the last reason they were given until you restore them.

### Frequently Asked Questions

**Q: Does the Unreachables page list clients or events?**

A: Events. Each row is one event whose client did not receive a successful message, and clicking the red badge in the **Reached Status** column opens that event.

**Q: How often does the list update?**

A: eCourtDate rechecks events once a day, covering events dated from 30 days ago through 14 days ahead. Events outside that window are not rechecked.

**Q: Why does an event stay on the list when the client already has a phone number?**

A: A contact only counts when it is valid, opted in, and set to notify. Open the event, read the **Manage Contacts** card, and clear any **INVALID**, **OPTED-OUT**, or **NOTIFY OFF** badge before you expect messages.

**Q: I fixed the contact, so why is the event still listed?**

A: Fixing a contact does not rebuild the event's messages on its own. Click **Tools** > **Sync Messages** on the event, and it drops off the list once eCourtDate schedules new messages for it or one of its messages sends without an error.

**Q: Can I export the list?**

A: Yes. Click **CSV** to download every row that matches your search, or click **PDF** to open your browser's print dialog. Both use the columns you turned on with **Fields**.

### Troubleshooting

**Issue:** No rows appear after you search.

**Symptoms:** The table shows "No Unreachables found."

**Solution:** Clear **Event From Date** and **Event To Date**, set **Reached Status** back to **Any**, and click **Search** again. The page also hides archived and trashed events unless you check **Archived** or **Trashed**.

**Issue:** An event you expected to see is missing from the list.

**Symptoms:** The client received nothing, but the event never appears under **Unreachables**.

**Solution:** Open the event and read the badge beside the date. A green **REACHED** badge means at least one message for the event was sent without an error code, and events whose messages are still scheduled are held back as well. Confirm the event date falls within the last 30 days or the next 14 days, because the daily recheck ignores events outside that window.

**Issue:** The reason on a row does not tell you what to change.

**Symptoms:** The red badge in the **Reached Status** column names a problem you cannot act on from the list.

**Solution:** Open the event, click **Tools**, then click **Troubleshoot**. That page lists **Critical Issues**, **Warnings**, and **Best Practices** with an **Edit Event** button on each, and shows the **Valid Contacts** and **Flow Messages** counts behind the reason.

### Related Articles

- [How to follow up with unreachable clients](/how-to-follow-up-with-unreachable-clients)
- [How to Manage Events](/how-to-manage-events)
- [How to Add Contact Information for a Client](/how-to-add-contact-information-for-a-client)
- [How to Manage Contacts](/how-to-manage-contacts)
- [Message Troubleshooting for Clients](/message-troubleshooting-for-clients)
- [How to Disable Messages based on Status](/how-to-disable-messages-based-on-status)