Skip to content
English
Sign in
Contact us
  • There are no suggestions because the search field is empty.

Troubleshooting: Communication Did Not Send as Expected

1. Confirm a Communication Configuration Exists and Is Active

  • Navigate to Communication Configurations.

  • Verify a configuration exists for the communication in question.

  • Ensure the current date falls within the configuration’s Start Date and End Date range.

2. Review the Delivery Method (Email vs. Text)

  • Check whether the configuration is set to send via Email, Text (SMS), or Both.

  • This determines what content and opt-in rules apply.

3. Check Email or SMS Content

For Email:

  • Ensure both the Subject and Body contain content.

  • The Subject must be plain text (no HTML).

  • The Body may include HTML and branding elements.

For Text (SMS):

  • Go to SMS Content and confirm the message exists.

  • Keep messages short — under 100 characters is recommended.

4. SMS-Specific Check: Opt-In Requirement

  • Students must opt in to receive SMS messages.

  • Check the student’s reservation record to confirm opt-in.

  • If the student has not opted in, they will not receive any texts.

5. Verify Recipient Count

  • Review the Recipient Count in the configuration.

  • If it exceeds 5,000, the message will fail.

  • Duplicate the configuration and apply filters to reduce the batch size.

6. Check for Filters and Filter Values

  • If the Bypass Filter box is unchecked, filters are active.

  • After saving, review each filter section.

  • Make sure at least one value is selected in each active filter.

7. Confirm the Student Meets All Filter Criteria

  • Gather the student’s name and the configuration they were expected to receive.

  • Navigate to the student’s reservation record.

  • Check the Communication Footprints to confirm if the message was sent.

  • If no footprint exists, verify that the student’s data matches all active filter values.

8. Understand the Communication Type Logic

Each Communication Type has its own trigger:

  • Reservation Confirmation: Sent immediately after reservation submission.

  • Status-Based Messages: Sent while a student remains in a specific status.

  • Event-Based Messages: Sent X days before or after the assigned event.

  • Frequency-Based Messages: Sent every X days while a condition remains true.

9. Check for Attachments (eConfirmation Clients Only)

  • If the message includes attachments, ensure the total file size is under 10MB.

  • Messages that exceed this limit will not send.

10. Special Case: Task List Item Reminder Communications

If your configuration uses the Task List Item Reminder communication type:

  • If “Bypass Task List Item Filter” is unchecked, you must manually select which items to include.

  • If left checked, the system will send reminders for any incomplete item based on the configured frequency.

When troubleshooting:

  • Confirm the student has the task list item assigned.

  • Ensure it is within a valid start and end date.

  • Check for parent or prerequisite items — those must be completed first. If not, the item is inactive even if the dates are valid.

11. Special Case: Student’s Event Is the Last of the Season

Some communication types rely on future events in the student’s assigned season to determine timing.

  • If the student is assigned to the last available event in a season:

    • Event-Based or Status-Based messages may be blocked by system logic.

    • The system may not treat this scenario as eligible for ongoing or future-triggered sends.

Solution:
Consider adjusting the season to include a dummy/future event if you need the communication to trigger.

Still Need Help?

If you’ve walked through the steps above and the message still hasn’t sent, please contact us at support@visualzen.com. Be sure to include:

  • Student’s name and reservation ID (if available)

  • Name of the Communication Configuration

  • Delivery method (Email / SMS / Both)

  • Any filters applied

  • The expected send condition or trigger