Ready to put on your detective hat and dig into the notifications sent to your patients or fellow staff members? You’ve landed on the perfect guide!
Let’s dive into all the different statuses to help you become a Communications log sleuth 🕵️
Note📝: The Communications Log is not accessible to profiles with the Practitioner (Limited) Staff Access Level. Check out our guide doc on Staff Access Levels for information on the different permissions in Jane.
The Communications Log can be found under your staff profile and within patient profiles. Here, you’ll see a list of all of the emails and text messages delivered from Jane. You can check out this area to verify what was sent, when it was triggered to go out, and how successful Jane was at delivering that message.
You can click on the email and view more details about the notification:
You can verify the date and time the notification was sent out and the email address the message was delivered to. The current status of that email will be indicated with an orange tag, to the right of the email details.
Decrypting the message status
Some of the notices you’ll see on a message are…
- Unsent: Jane has received a prompt to send an email, and is preparing it for delivery.
- Sent: Jane has successfully sent out that email or SMS.
- Delivered: The email was received by the recipient’s inbox.
- Opened: The recipient has opened that email.
- Clicked: The recipient has clicked on a link in that email.
- Bad Recipient: Invalid email address, or email address not found. You can update their email and try again.
- Bounced: A valid email address, but the message was not received by their inbox. Spam filters or an unresponsive domain might cause this.
- Complaint: This patient has marked one of your messages as spam. Jane will no longer communicate with an email that has a complaint on it.
If you or a patient has marked an email as spam by accident, or if you have any concerns about a patient’s messages, you can contact the Jane team at [email protected] to get that sorted out for you.
Additional Resources
If you’re curious about the various notification statuses or need to put on your detective hate to figure out why a notification didn’t make it to an inbox, have a look at these handy guides:
- Why Does My Patient or Client’s Email Say ”Bounced”?
- Why Does my Patient or Client’s Email Say “Complaint”?
- My Patient or Client Didn’t Get Their Email Reminder: A Troubleshooting Guide
- Why didn’t my patient or client receive a Wait List notification?: A troubleshooting guide
- My patient didn’t receive their Intake Form: A troubleshooting guide
As always, if you have any additional questions or concerns, please don’t hesitate to contact our support team. We’re happy to help 💙