Messages to patrons sometimes require manual handling, which is the case if the sending of a notification has failed, or if the notification is configured to be sent as a physical letter.
Messages that require manual handling can be searched for under Patron > Message handling.
Failed messages
Messages sent digitally to the patron will, in various situations, fail to arrive – e.g. because the patron is not signed up for Digital post, the patron's mobile number is incorrect, or a technical error has occurred.
Note! You are not informed when a message has failed, so it is a good idea to visit the "Failed messages" page at regular intervals.
Send as letter
Messages that are configured to be sent as a physical letter can be searched for by searching for messages with the status "Send as letter" and then printing the messages in question.
Handling options
Messages can be searched for based on message type and status (Failed, Send as letter or Handled).
Messages are handled by checking the box on the left side of the table and selecting the desired action in the ”Handle” dropdown, which is located on the right below the table. Here you can choose between ”Handle w/print”, ”Handle by resend” and ”Handle”.
- ”Handle w/print”: The message is printed so it can be sent by post. The message then changes status to ”handled”.
- ”Handle by resend”: Cicero attempts to send the message in the desired way (e.g. SMS). The status changes to "Pending" and then to "Sent" if the message can be sent, and it is thus no longer shown in the overview. If the message fails again, it will get the status ”failed” and thus appear in the overview again. This action is not possible for messages with the status "Send as letter".
- ”Handle”: Simply changes the message's status to handled. This action can be used if, for example, you call the patron or handle the message in another way.
Message details
By clicking on a message in the table, a detail page is shown that, for example, displays when the message was originally sent, why it failed, as well as what the message says. You can also see a preview of the message used for "Handle w/ print".
From the detail view, you can also handle the message in the same way as described above by selecting the desired action in the ”Handle” dropdown menu in the bottom right corner.
Furthermore, you can delete the message by clicking "Delete". If you delete a message, it will be permanently deleted.