There are multiple factors that could cause a contact to not receive a communication.  90% of the time it is either in their trash/spam folder, they didn't opt-in to SMS alerts, or they blocked us without knowing.


Below are the steps to do to see where the issue lies:

  1. Look at the PDF report SchoolMessenger generates after a communication has been sent out.  You can open the report and do a control-F (command-F) to search the PDF for the person, phone number, email address you are attempting to find.
    1. Here is a list of the different statuses and what they mean.  
      1. Email: https://support.district145.org/a/solutions/articles/5000068699 
      2. SMS: https://support.district145.org/support/solutions/articles/5000074683
      3. Phone: https://support.district145.org/support/solutions/articles/5000074682
    2. If the status is "BLOCKED" for SMS/Phone/Email, you will want to view the blocked report and unblock them by following these instructions. https://support.district145.org/a/solutions/articles/5000068701 
    3. If it is "Ineligible to Send" for SMS, the parent needs to opt-in to receive text alerts by following these instructions found on the District website > Parents > District 145 Alerts. https://www.district145.org/vnews/display.v/SEC/Parents%7CDistrict%20145%20Alerts 
    4. You can confirm the status of SMS by looking at the SMS Status report by following these instructions: https://support.district145.org/support/solutions/articles/5000074681
  2. If the person, phone number, or email address is not on the list then we need to see why.
    1. If the contact is a parent and in PowerSchool, we need to search contacts for the student to see if the parent is there and their settings by following these instructions: https://support.district145.org/a/solutions/articles/5000068702
    2. We will need to know the broadcast type/category, lists sent, and targets used to send the communication out. You find this by logging into schoolmessenger as the user that sent the broadcast and click EDIT on the broadcast (pic below).
      1. General (Parents/Staff Only) - can go to Parents and/or Staff,  then it depends on the recipient TARGETS and who is selected.  The targets are as follows:
        1. Contacts = students
        2. Guardians = parents.  The sender can select Custody, Lives With, or Receives Mailings.
      2. Students and Parents - can go to Student and/or Parents which depends on the recipient TARGETS and who is selected.
        1. Contacts = students
        2. Guardians = parents.  The sender can select Custody, Lives With, or Receives Mailings.
    3. Using that info, you can see if the contact should have received the message by confirming the person is in the list as well as there is a connection between their settings and the Type/Category used and recipient targets used.

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