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Messaging Reports Summary

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Description

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Use Case

Message Log

Contains a list of cumulative messages received and sent.

Use Case

• When investigating Messaging questions, start here. 

• For example, when trying to trace messages when a user says they haven't received a articular SMS or they response has not been recorded by the system.

• The report can be filtered by the following:

  • Date range of the message

  • Type of message: (Broadcast message, keyword, reminder, survey, etc.)

• Location: location that the recipient is assigned to if the Application has location restrictions

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• The "User Name" represents the recipient of the SMS (case or mobile worker, case group), click in on the link will redirect you to the mobile worker or case page.

• The "Direction" indicates the direction of the SMS, whether it is sent as an outgoing SMS to the recipient from CommCare HQ or as incoming from the recipient to the CommCare HQ.

• Message column indicates the message that went out from CommCare HQ or the message that came in as sent by the user.

• Event column specifies the messaging event, clicking on it will redirect you to the set-up page of the messaging event.

Messaging History

Messaging History The Messaging History report allows you to view all of the messaging related activity for a project - it will list any successful and attempted messages to help you troubleshoot and understand your messaging project.

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Use Case

If there was an error in sending the message, the report will show the reason for failure (missing phone number, duplicate phone number, etc.). 

• The report can be filtered by the following:

  • Date Range: date range of the message

  • Communication Type: this is the type of message (broadcast message, keyword, reminder, survey, etc.)

  • Content Type: the type of content that the message contained (SMS survey, Email etc.)

  • Status: indicates the status of the SMS or Email

  • Error: the type of error

  • Phone Number or Email Address: contact_phone_number or email address of the SMS recipient  

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• The Content column in the report output indicates the name of the messaging event that went out to the recipient, clicking on it will redirect you to the conditional alert for instance or any other type of messaging event.

• The Recipient column in the above screenshot indicates the case or mobile worker who received the SMS. Clicking on the respective link will redirect you to the case or mobile worker page. 

• The Detail column provides more details for the SMS. If for example there was an error with the SMS, clicking on the "View Details" link will provide more insight into the error message. 

• Clicking on view details would display the interactions during a specific survey session. Take into account the fact that a question in a survey is the equivalent of 1 SMS, so if there are 5 questions and then there will be 5 SMSes sent out. You can also click on View next to form submission if you wish to view the form

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• transaction.  

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SMS Opt Out

Use this report to check if a contact has opted out of receiving SMS messages. If a contact has opted out, they will no longer receive any SMs messages.

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Use Case

If a user/case is not receiving any SMSes from the system, it is good to double check that they did not opt-out using the SMS OPT Out Report. Users/cases can opt in by sending start to the Gateway number. 

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How Errors are Handled on SMS

Configurations

Application

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Configuration

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Mobile

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Configuration

On the left a validation condition and message were added on the pill_count question:

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When the beneficiary responds with an invalid response, an error message is displayed:

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Application Configuration

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Mobile Configuration

In the health_status question on the left, there is no validation message even though the input expected is a numeric value.

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Since there is no validation, the error message as shown below will be displayed until the correct value response is received by the system 

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Helpful Resources for Troubleshooting