Sporadic Contact Updates

[jtcurtis]

Hi again, friends! I am having some issues with automated contact updates in D.T. Attached are some screenshots of what I'm seeing. I have various days to wait defined before requiring an update for each Seeker Path type, but the system seems to be triggering updates sporadically. For some records, it triggers after the appropriate number of days and sends the required e-mail. For others, it never triggers an update or does so at times not defined in the schedule. And if an update is triggered and someone doesn't respond, it triggers subsequent updates for two additional days.

Any ideas?

[Corsac]

Hey @jtcurtis,

Is John a dispatcher or digital responder?
Comments from dispatchers, digital responders or admins are not counted as they are often the ones asking for an update too.

[User27]

I've been having similar issues! (For both myself [admin] and others [unique roles that I've created for team members]).

Sometimes update needed is triggered and sometimes it isn't, and I have no idea why or who has been dropped by the wayside due to no reminders!

[jtcurtis]

@Corsac, apologies for the response delay. John is a dispatcher, which I guess would explain the inconsistency. I'm not sure I totally understand the reason dispatchers, DRs, and admins aren't counted. It seems to me that all roles should factor into the mix, but I realize there are a variety of scenario use cases. Is there any other way to ensure consistent updates short of changing John and others' roles?

[Hillbilly]

Hi friends, The objective of the contact update notifications is that the project/team is reminding the assigned user (record owner/responsible user) to keep progressing with the contacts assigned for them to steward.

Therefore, the update trigger timing is based off the contact status. The update needed is reset by comments from the assigned/responsible user or status change. It can be overridden with a trigger a the top of the contact record. Other users (digital responders and dispatchers) frequently add details to the conversation without actually being a substantial progress update and therefore do not automatically reset the update needed trigger.

All of these settings can be tweaked or completely turned off in the Admin > Settings (D.T) > General Settings tab > Update Needed Triggers section. There is a tick box to enable/disable the update needed notifications and the timing and text of the individual notifications are set within that section.