Teachworks allows you to send automatic email lesson reminders to employees and customers to remind them of upcoming lessons. You can enable this for your employees and customers by following the steps in this article: Lesson Reminder Emails.
The following article will guide you through figuring out why a user is not receiving lesson reminder emails.
Problem: User didn’t receive a lesson reminder email
Step 1: Make sure that the user’s email address is correct
Follow up with your customer or employee to confirm that the email address captured on their profile is correct.
Step 2: Make sure that lesson reminders are enabled for the user
Lesson reminders are enabled/disabled on each user’s profile separately. To make sure that lesson reminders are enabled for a user, go to their profile and scroll to the “Notifications” section. The “Lesson reminders” field needs to be set to “On”.
Step 3: Check the notification logs
Go to Account & Settings > Notifications Logs to view the emails that have been sent to customers and employees. You can type the email address of the recipient in the search field in the sidebar to easily find results for them.
The Result column is very important when you are troubleshooting email notifications as it indicates the delivery statuses of notifications. You can hover over the status to see the error message.
What the statuses mean:
- Delivered - The recipient’s email server returned a successful delivery response.
- Sent - The message has not been sent to the recipient’s email address, but a response has not been returned yet.
- Dropped - The email was not delivered. This could be due to several reasons including:
- An invalid email was captured
- A permanent error was returned by the server
- The recipient has previously marked a notification as spam
Notification doesn’t appear in the logs
If the lesson reminder email doesn’t appear in the logs, it hasn’t been sent to your customer / employee. This could be due to the following reasons:
1. You’ve missed the cutoff
Lesson Reminders are queued and sent at the beginning of each hour, so any lessons that have a starting time in the same hour are sent together at the beginning of the hour.
Example: If your lead time* for reminders is set to 24 hours, lessons beginning at 4:10pm, 4:30pm and 4:50pm will all be queued and set the day previous day at 4pm. Therefore, in order for lessons beginning after 4pm to have reminders sent, they must be added to the calendar before 4pm the day before.
*Lead time: You can find this setting in your Account Settings under “Notification Settings”. This setting determines the number of hours before a lesson start time that a notification is sent.
2. You don’t have lesson reminders enabled for the user
Lesson reminder emails will not be sent to users that don’t have this option enabled on their profiles (see step 1).
Verify your email address for improved deliverability
If you’re using your own email address to send notifications through Teachworks you can maximize deliverability by verifying your email address for sending. You can follow these steps: Verifying email addresses for sending
Step 4: Contact us
If a user’s email address returns a permanent error, they may be added to a no-send list. In this case, you can contact us to remove them from the list.
If a user has marked one of your emails as spam, you’ll need to ask them to send you written confirmation that they would like to receive emails from you again and that they will not mark future emails as spam. We will then follow up with our email provider (Postmark) to request that the user is removed from the list.