Having trouble with texts not sending? Try this first…
Make sure the customer has opted into texting.
By accessing your Plivo account, you are able to see what texts have been sent to the customer. The first text ever sent to the customer is the "Opt in" text. Therefore, if your Plivo account shows that the customer has only ever received one text, then most likely they have not chosen to opt in.
"Transmit Driving and Arrive Times" is checked for the technician
GotoMaint > Employees > Technician > Check the box
"Send Dispatch Texts" is checked for the service
GotoMaint > Services and Categories > Service > HS Texting > Check the box
Make sure the contact has not unsubscribed from texts.
Open contacts page > Select the contact > in the phone/E-mail section select Add/Remove > If the contact is unsubscribed it will show up in red. Removed and re-add the contact. Check in SendGrid that the contact is not in the unsubscribed list.
Make sure a reminder message is set up in application setup.
Go to Maintenance > Application Setup > HS Texting > Create the reminder text message.
You can also set up the dispatch and completion text message in the same location.
Update HSC service and webservice to latest version
HindSite should update the connect version when you first open HindSite. You can check the current Connect version by clicking Dashboard > HindSite Connect. If it's displaying a different expected version, contact a HindSite Support Technician for assistance to update that Connect version.
