Check who was notified about a conversation

Find out which teammates were told about a text, email, call or voicemail, why each one was included or left out, and whether the push, email or text notification actually got through.

In the sidebar, open Administration, then choose Delivery Diagnostics under System. The page address is /settings/org/communications-workflow/delivery-diagnostics. You can also reach it from Open delivery diagnostics on the Communications Workflow page (How Links Open under Settings).

Before you start

• Your role needs permission to read or change organization notification settings.
• This page is about notifications to your team. What customers were sent is on Customer Message Log; see See what customers are being sent.

Steps

1. Type part of the notification's title or subtitle in the search box.
2. Press Filters and set Communication item type to narrow to Text conversations, Email threads, Calls, Call follow-ups or Voicemails.
3. Find the row. The Delivery column shows how many recipients were told, how many deliveries were made and how many failed.
4. Press Details on the row, or press the row itself. A drawer opens with the event and its target.
5. Press Open item in the drawer to jump to the conversation, call or voicemail.
6. Read the list of recipients. Each shows the teammate's name, why they were included, whether the notification is Read or Unread, and one line per delivery channel with its state, the number of attempts, and when it was delivered, last tried, or will be tried again.

What you see

• Current audience at the top of the drawer shows how many people are Eligible to be told right now and how many are Suppressed because they muted, snoozed or stopped following the item.
• A recipient showing No delivery attempts recorded. was only told inside the app.
• A delivery line names its error when there is one, or says No delivery error recorded. A deferred line is waiting, usually for that person's quiet hours to end, and shows when the next attempt is due.
• The list is paged; use the page controls at the bottom to move through older events.

If something looks different

• The list says no delivery events were found: clear the search or set the type filter back to All communication items.
• A teammate you expected is missing from the recipients: someone already owned the item, they cannot use that phone line or inbox, Notify coverage is off for that family under Family policy, or they muted the item. See Set who is told about unassigned conversations.
• The drawer says the selected event was not included in the diagnostics window: the drawer covers only the 50 most recent events for that item, so for an older event the row summary is all there is.

Open Delivery Diagnostics