How to investigate and troubleshoot issues with automated messages
Troubleshooting Root Cause:
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Identify the data source:
a. If you manually upload files:
i) Review the last upload to see any warnings: Example Upload with issues
b. If you automatically upload files: Example SFTP
c. If you use an automated API integration: Example non-active API:
2. Identify the source of the setting:
a. Identify the message Type: Click any message to view the message type
b. Identify the Flow or Auto Message: Click any message to view the message type of flow or auto message
c. Identify the data creator: Click any message to view the audit logs
3. Resolve issue on staging to verify: Once the issue is resolved, apply your changes on staging to verify the issue is fixed.
4. Apply settings and resolution steps on the main app: Resync scheduled messages after resolving the issue. On the Console "Sync Messages for Future Events" form, Select the agency from the drop-down list, confirm the checkbox, and click "Run Tool."
5. Switch back the send mode to "Live" mode: From the footer of any screen on the app, switch to live mode.
6) Send a Correction message using Bulk Actions:
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Once satisfied with the message and the client list, click the "Live Run" button.