Sometimes, clients claim they are not receiving notifications about their services, or staff members are missing notifications about scheduled events. This article will walk you through the process of troubleshooting notification issues to fix them quickly for your clients and team.
IN THIS ARTICLE
Client Notification Diagnosis Tool
To run the notifications diagnostics tool for a client, navigate to the client's profile and select "Notification Diagnosis" from the "Quick Actions" menu.
On the next screen, select the type of notification you want to run the diagnostics on. 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.
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.
You can also click on the "Send Test Notification" button to send the client a test email, text message, or push notification.
Staff Notification Diagnosis Tool
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.
On 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.
The notification diagnostics tool will check the notification 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.
You can also click on the "Send Test Notification" button to send the staff member a test email, text message, or push notification.
Advanced Notification Settings
To adjust your company's Advanced Notification settings, navigate to Settings > Advanced Settings > Notifications
Company Notifications: This tool will enable/disable notifications for your entire company for clients and staff. Some companies will choose to disable notifications when they are testing Time To Pet during the free trial.
Include System Notifications in Conversation Feed: If enabled, Time To Pet will copy Invoice notifications, Schedule Confirmation notifications and Payment notifications emails to the Client Conversation field. Note: These are only visible by Admin/Office Managers with the correct permissions
Notifications Settings In Staff And Client Profiles
The client profile has information about an individual client's notification settings. In the right hand side bar under "Receives Emails For" there are dropdowns for System Notifications and Announcements. If the client receives emails for those settings, the dropdown will state "Yes". If the client has opted out of email notifications for either setting, the dropdown will state "No".
Staff Notification Settings can be accessed by an admin by clicking "Edit Settings" link in a staff member's profile or next to their name in the Staff List.
Then select the "Notifications" tab.
Notifications can be customized by clicking the checkbox for the type of notification (App, Dashboard and Email) that the staff member would like to receive for each notification event.
Note: Staff Permissions must be set for Staff to be able to manage their own notifications. This can be done in Settings > Staff Settings > Permissions.
If a staff member has permission to manage their own notifications, they can access these by clicking "Edit My Info" in the sidebar.
Then select the "Notifications" tab.
Notifications can be customized by clicking the checkbox for the type of notification (App, Dashboard and Email) that the staff member would like to receive for each notification event.
Email Logs
Accessing email logs can be helpful when determining when an email was sent and if the delivery was successful. To access Email Logs for your company, navigate to Settings > Advanced Settings > Email Logs. The Email Log is a record of all emails Time To Pet has sent your clients and staff members. These logs indicate that an email was sent, but it does not guarantee that the message was delivered (for example, it might be rejected due to an invalid email address). Time To Pet will keep a log of all emails sent for a minimum of 14 days.
From the Email Logs tab, you can filter by Staff Member or Client.
Click "Delivery Report" for an email to see the delivery status.
Business Hours
When Business Hours are enabled, Time To Pet will automatically show a message or send an auto-reply to pet parents who message your business outside of your normal business hours. To change this setting, navigate to Settings > Company Settings > Messaging and select "Enabled" in the Business Hours dropdown to enable Business Hours or "Disabled" to disable Business Hours.
With Business Hours enabled, you have the ability to Automate Scheduled Messages. When enabled, any messages your company sends outside of normal business hours will be automatically scheduled to be sent the next time business hours are open. This is not applicable to post-visit reports, as these are always sent immediately. Notifications for these messages will not be sent until business hours are open and the scheduled message is sent.
Birthday Reminders
Pet Birthday reminders can be set to "Never Send" or send in a specified time frame before the pet's birthday. This notification can be sent to Admins Only or Admins & Staff With Access to that pet. To stop birthday reminder notifications altogether, set "Send Reminders" to "Never Send". This setting can be found in Settings > Client Settings > Pets.
FAQs
Q: One of my admins wants to turn off notifications for the Admin Schedule report. How can they do that?
The Admin Schedule Report is a company-wide setting that applies to all users in the Administrator role and it cannot be turned off for individual administrators. This setting can be enabled/disabled at Settings -> Advanced Settings -> Notifications.
Q: Why do I keep receiving birthday notifications? How can I turn that off?
The birthday notification is a company-wide setting that when enabled will send a birthday reminder to all admins or all admins and staff members with access to that pet. To turn off the notifications for all staff members, select "Admin Only" in the "Send To" dropdown. To turn off notifications for all admins and staff members, select "Never Send" in the "Send Reminders" dropdown.
Q: None of my clients or staff are receiving notifications when I send updates. What's going on?
If no notifications from your company are being received, check to make sure your Company Notifications in Settings >Advanced Settings > Notifications are set to Enabled.
Q: The Notification Diagnosis tool shows a bounce/email delivery error. Is there a way to double check that?
First, check Email Logs to see if emails to that client are going through. If an email address has had a bounce or email delivery error in the past, it will continue to show in the Notification Diagnosis tool. If email logs also show that emails are not being delivered to the client's email address, please reach out to Time To Pet support for additional help.