Troubleshooting Email and SMS Messaging Customer Notifications

Route4Me’s Customer Alerting and Notifications Module allows you to send out action-triggered and geofence-triggered Email and SMS Messaging Notifications with various types of information to your customers. We strive to ensure that your Alerts and Notifications always reach your customers, and your customers are always satisfied.

If your Email or SMS Notifications don’t reach their receivers, your Email templates don’t work, or you experience any other issues with your Email and/or SMS Alerts and Notifications, please use the troubleshooting instructions provided below. If the troubleshooting instructions provided below didn’t help with your particular issue(s), please reference these Email and SMS Messaging Customer Alerts and Notifications Frequently Asked Questions. Alternatively, contact our Support Team directly, and we will reach out to you as fast as possible.

Email Alerts and Notifications Troubleshooting

Here you can find the instructions on how to troubleshoot your Email Customer Alerting and Notifications Module. To learn more about how to set up and use Route4Me’s Email Alerts and Notifications, visit this page. NOTE: After enabling Email Notifications or changing the Email Notifications settings, it takes more than 2 minutes for the applied changes to take effect.

Make sure that Email Alerts and Notifications are enabled for your account. To do so, go to the “Notifications” tab and then click on the corresponding icon to activate the Email Notification Type.

Make sure that you have “SendGrid” selected in the “E-mail” drop-down list and “Twilio” selected in the “SMS” drop-down list in the Service Providers section in the Advanced tab. Make sure that you do not have the “Default” value selected in the “E-mail” and/or “SMS” drop-down lists in the Service Providers section in the Advanced tab.

Make sure that the email address inserted into the “From” field in the Email Notifications editor in the Notifications tab is valid (i.e., [email protected]).

If you are using SendGrid as your Email Notifications provider (email template provider), make sure that you have a valid SendGrid API key inserted in the Service Providers Configuration section in the Advanced tab. Alternatively, leave the SendGrid API key field empty in the Service Providers Configuration section in the Advanced tab.

If you are using SendGrid as your Email Notifications provider (email template provider), make sure that you have a valid SendGrid Template ID inserted in the “Template ID” field in the SendGrid Options section in the Notifications tab.

Make sure that the Earliest Email Notification and the Latest Email Notification fields are not empty in the Enable Notifications section in the Notifications tab, and you are sending your Email Notifications within the specified time windows.

Make sure that the “ETA padding (HH:MM)” field in the Advanced tab is not empty. If you don’t want to set up any ETA padding for your Notifications, fill out the corresponding field with the “0:00” value.

SMS Messaging Alerts and Notifications Troubleshooting

Here you can find the instructions on how to troubleshoot your SMS Messaging Customer Alerting and Notifications. To learn more about how to set up and use Route4Me’s SMS Messaging Alerts and Notifications, visit this page. NOTE: After enabling SMS Messaging Notifications or changing the SMS Messaging Notifications settings, it takes more than 2 minutes for the applied changes to take effect.

Make sure that SMS Messaging Alerts and Notifications are enabled for your account. To do so, go to the “Notifications” tab and then click on the corresponding icon to activate the SMS Messaging Notification Type.

Make sure that you have “Twilio” selected in the “SMS” drop-down list and “SendGrid” selected in the “E-mail” drop-down list in the Service Providers section in the Advanced tab. Make sure that you do not have the “Default” value selected in the “SMS” and/or “E-mail” drop-down lists in the Service Providers section in the Advanced tab.

Make sure that the Earliest SMS Notification and the Latest SMS Notification fields are not empty in the Enable Notifications section in the Notifications tab, and you are sending your SMS Notifications within the specified time windows.

Make sure that the “ETA padding (HH:MM)” field in the Advanced tab is not empty. If you don’t want to set up any ETA padding for your Notifications, fill out the corresponding field with the “0:00” value.

If you are using Twilio as your SMS Messaging Notifications provider, make sure that you have valid Twilio Account SID and Twilio Auth Token inserted in the Service Providers Configuration section in the Advanced tab. Alternatively, leave the “Twilio Account SID” and “Twilio Auth Token” fields empty in the Service Providers Configuration section in the Advanced tab.