Description:
Client may complain that a TT2 event that had set an SMS alert was triggered but no SMS alert was received.
Required information:
Web user name | |
Event name | |
Timestamp of the triggered event | |
The phone number that should have received the alert |
Steps:
1. Check if the event in question is set to deliver alerts by SMS.
2. Confirm with client whether the phone numbers are correct and have the correct prefix.
3. Check when the event was triggered and if other forms of notification were sent, such as system notifications or emails. You can also check in raw data if conditions were met for the event trigger.
4. If all of the above is correct, get a TT2 SMS report for the current month.
5. Check if the maximum amount of SMS has been exceeded for this month. If it has, inform the client about the reason for the lack of alerts.
If client wants the SMS limit extended, refer him to his Sales manager, if Sales manager agrees to the extension, proceed to set the new limit.
NOTE: SMS limit resets at 1st month day 00:00:00 GMT 0