Why did a customer or employee not receive an expected message
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Why did a customer or employee not receive an expected message. Check, in this order:
The steps, written out
- Search the Outbox by recipient or template. If the message is there, it was generated; verify the address and channel on the message.
- In Notification rules, make sure the rule is On.
- In Templates, make sure the template is Active.
- On the customer's Notifications tab, check the message type is not switched off.
- Check the contact has the email or mobile number needed for the channel, and that the right contact is the primary or billing contact.
- Nightly messages (reminders, alerts) go out with the nightly run; see System.