This article walks through three common issues you may run into while using the Communication module.
A Message Is Stuck on "Preparing"
After you send a message, it appears at the top of the Messages list with a Preparing status label while it's being delivered.
- From the left navigation menu, select Communication.
- Find the message in the Messages list and check its status label.
Note: delivery isn't instant, especially for larger recipient lists. Give the message a few minutes, then refresh the Messages list to see if the status has updated.
If the status still says Preparing after several minutes, open the message and check the Analytics tab. If delivery metrics are showing (Sent, Delivered, and so on), the message is going out even though the list label hasn't updated yet.
A Recipient Didn't Receive the Message
The most common cause is missing contact info for that recipient.
- Open the message and select the Analytics tab.
- Scroll to the Recipients section and find the recipient in question.
- Check their status (for example, Failed, Bounced, or Opted Out).
If the recipient's status shows they were never sent the message, or if you were warned during recipient selection that they had no phone number or email on file, their contact info is likely missing at the family or member level.
- From the left navigation menu, select Family Directory, then Family List, and open that person's family record.
- Check the Email Address and Primary Phone fields on the Family Details tab, and the Email ID and phone fields on the member's Contact sub-tab.
- Add the missing contact info and send a new message.
The Communication Module Isn't Responding
Communication lives inside the Families module, and its screens sometimes take a moment to load or don't respond to a click right away.
- Wait a few seconds, then try clicking again.
- If it's still unresponsive, select a different item in the left navigation menu, then select Communication again to reload it.
- If that doesn't help, refresh the browser page and navigate back to Communication.
Note: Avoid refreshing in the middle of composing a message, since an in-progress draft may not be saved.
Updated