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Resolving failed communication tasks

Sophie V
Updated

Purpose

When sending messages to patients, the message can sometimes fail to send. This can happen for a few reasons, for example, the patient's mobile was not able to receive the message or the mobile number was invalid.

If a message fails to send to a patient, a failed communication task will be created so that the message can be resent or the task can be resolved. This guide walks through how to manage and complete these tasks. 

Resolving a failed communication task

To find any failed communication tasks, go to Modules > Workflow > Configuration and System Issues > Failed Communications.

Here you will see a list of any failed communications.

Select a task from the list and you will see further information about the message that failed to send.

 

From here, you can either:

  • Leave a comment on the task under Task Comments
  • Schedule the task for later by selecting More Actions > Schedule for later.
  • Resend the communication by selecting Next Steps > Resend Communication
  • Do nothing and resolve task by selecting Next Steps > Do Nothing and Resolve Task