In this article, we will explain to you how you can see which communications have been sent out to participants. 

Tracking communications sent out to participants

In order to understand how communication are being sent to participants, please follow the steps underneath:

Step 1: Go to the program schedule and click on "View Schedule"

• In order to see which communication is sent to participants, go to the individual participant page and click on "View Schedule", after that click on the "Communications" tab

Example of communication tab, showing that both an e-mail and a SMS have been sent to this participant

Step 2: check the status

• In this view, you can see all communications that have been sent. Scheduled communications are not visible here, since based on the communication preference (which can change), the communication is not scheduled in advance. If you're interested in understanding what's coming up next for the participant, you can check the Engagements tab, which is next to the Communications tab
• After each message, you can see the delivery status. Underneath an overview of the different statuses

Email

• Delivered: the e-mail is delivered to the e-mailbox of the user. This is only available for certain e-mail clients.
• Delivered but marked as spam: the e-mail is delivered to the e-mailbox of the user but is marked as spam. This is only available for certain e-mail clients.
• Sent: the e-mail is sent to the e-mailbox of the user, but we haven't received a confirmation that is has been received. This doesn't mean that it's not received by the user, it merely means that the e-mail client of the participant hasn't sent us a "received" response after sending them the e-mail.
• Bounced: We've sent the e-mail to the designated e-mail address but it never hit the e-mailbox of the user. This could be because their e-mail is full or because the e-mail doesn't exist 
• Initiated: We've triggered the e-mail to our e-mail provider, but they haven't confirmed that they've received it. In most cases, this is a temporary state that will be resolved automatically

Push

• Delivered: The push notification has been sent from our notification service to the phone of the user. This doesn't necessarily mean that the participant has seen or received the push message since they could have turned off push notifications on their phone in the settings menu. 
• Bounced: We tried sending the push notification but it has not been delivered to the phone of the user. They would not have seen the push notification. This is normally the case because the push token is no longer valid because this app instance is not installed on the same device anymore. If this happens, you can ask your participants to re-install the app to receive a new token. 
• Not registered. We tried sending the push notification, but it has not been delivered because the app associated with that device has been uninstalled or the user has disabled push notifications for the app. This can be resolved by asking the participantto deinstall and install the app again.
• Invalid registration. We tried sending the push notification, but the token that is used to do is invalid and therefore the push notification is not received. This normally happens in case the participant hasn't updated their app for a long time and is using an old version. This problem can be solved by restarting your device or by deinstalling and installing your app.
• Internal server error. We tried sending the push notification, but our notification service didn't respond and therefore the push notification never got send. We have a service level agreement so this should not happen frequent. If you think this happens more often then it should be, please contact your implementation manager. 

Please keep in mind that every time the user installs the app, a new token will be initiated. So, for example, when a user installs the application on multiple devices, our system will send push notifications to all these devices (they will have different IDs). Some of the push notifications could fail, while others are successful and they will show up multiple times in the communication tab. 

SMS

• Sent: the SMS is sent to the phone number, but we haven't received a confirmation that it has been received. 
• Delivered: the sms is sent to the mobile number and has been received by the recipient.
• Bounced/Failed: We sent the SMS to the designated phone number, but we got a response that it wasn't delivered. This could be because the SMS box is full or because the number doesn't exist.
• Rate exceeded: The SMS is not sent due to the fact that your tenant has reached the maximum number of SMS messages that can be send per day. A limit is implemented in order for performance and security reasons. In case this happens, please contact our team to increase your limite. 

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