Automations give you the flexibility to decide how, when, and where to send automated messages. Because of this added flexibility, there is also an increase in complexity and more opportunities for errors, and messages to be filtered or scheduled incorrectly.
The Automation Monitoring page lets you see a report of trends for your automations and lets you filter or investigate a specific customer record.
To access the Automation Monitoring page, you must have an integration that is using the Automations platform. Automations performed with the Bulk Upload tool are also shown on the Automation Monitoring page. If you have questions about which integrations are using automations, please contact Support.
The Automation Monitoring report lets you filter by status, automation type, and date.
You can filter the report by status. The report shows the general status of each automation event while being processed. Automation events are categorized into the following statuses:
- Message Sent - The event was successfully sent and confirmed by Twilio. This status is only shown for the Custom Message automations. It does not include Feedback, Reviews, etc.
- Processed - Everything was successfully processed within the Automation platform and the event was sent to the designated Podium product (e.g. Feedback, Payments, Teamchat). It is possible to have Automations state the message was processed but it still not send since we don't yet have a way to receive and display the product statuses (e.g. landline number, review 60-day fatigue rule, payment account not set up, etc.)
- Scheduled - An automation is configured to send a message that is delayed or scheduled based on an event time. For events that are received from the integration during non-sending hours, it will be scheduled to send at the next available sending hour. Please note that integration sending hours are different than business hours, which are configured in Location settings.
- Filtered - The record is a duplicate based on the Frequency step. Often it will default to only send one automation per customer phone number. Alternatively, the event was filtered based on criteria set in the Audience step. For example, the sales date is less than 5 days ago.
- Not Configured - No automation is set up to use an active data feed. Data is being sent to Podium, but nothing is being done with it.
- Failed - Missing required fields within the event. Some required fields include the customer email address, phone number, customer name, etc. To see a full list of reasons, see the Details section below.
To learn more about what each status means, please read the Status Details section below.
Automation Type Filter
By default, the Automation Monitoring report will show the status of all records for every automation that you have set up. To get more insight into a specific automation (e.g. 3 Day Appointment Reminder) you can choose from options in the All Automations menu. Only active automations are shown.
By default, the Automation Monitoring report displays all events for the week to date. Weeks within the Automation Monitoring report start on a Monday. You have the option of viewing data from the date ranges below:
- Week to Date
- Last Week
- Month to Date
- Last Month
- Last 12 Months
You can search for a customer by name, phone number, or email. The Automations Monitoring report will then filter to all matching results.
All data displayed in the Automation Monitoring report can be exported to a CSV file. To export, click the menu icon next to the Date filter. Select the desired date range, and download the CSV file.
Click an event on the Automation Monitoring report to view the Details page. The Details page is a great place to check when troubleshooting an automated message. It can help explain why a message failed, was filtered, or why it was sent. The Details page will show filters, schedule, frequency, and any custom variable if a template is used. Additionally, each status will have a more detailed explanation:
- Missing Phone & Email - Most automations currently require a phone number and will fail if one is not provided. Reviews may fail if no email is provided.
- Missing Customer Name - Some automations require the customer name.
- Missing Fields - Automations that have variables or filters require a value. If no value is provided for a filter or message, the event will fail.
- Missing Field for Frequency Step - If no value is available and the Frequency step has been set to not send more than one per field, the event will fail.
- Unprocessable - Generic error that should be escalated to the Support team to investigate further.
- Unexpected Error - Generic error that should be escalated to the Support team to investigate further.
- Invalid Date Field - For automations that are set to send a scheduled message. If the record does not have the date field to schedule, the event will fail.
- Frequency Step Failed - The Frequency step of the outcome is either missing variables or invalid.
- Invalid Payment Amount - The payment amount was beyond Podium's limits ($0.50 - $999,999)
- Timeout - If internal processes are inundated, the API response may not occur in time and subsequently pass a Timeout error. In these cases, Podium recommends reprocessing the event.
- Missing Appointment Status Field - No appointment status was provided.
- Bad Field Type - Fields that are designated as a specific data type (i.e. Date or Number) and the value is sent as something that is not that type (text) a filter or schedule cannot occur.
- Failed to send message to customer Messenger was unable to deliver the message
- No Automations Set up the Data Feed from the integration is receiving data from the integration, but no Automation has been configured to send
- Duplicate this is not the same as the Reviews fatigue rule but based on the Frequency step. Often a business will need to only send one message per appointment or opportunity and "Duplicate" filters indicate the customer has already received a message for that instance.
- Past Scheduled Send Time For a scheduled message, if the time has already passed the window to send it will receive this error. i.e. If the scheduled step = 3 hours after "Sold Date" and the event is received 4 months after "Sold Date" the filter would not send the message.
- Filtered by Audience Configuration This is most common filter. Based on any criteria set if the record did not match the filter values, no message will be sent.
- Cancelled Scheduled Message Messages that are scheduled will continue to receive updates on that event. If a scheduled message gets new fields or values that no longer let the record qualify to send from the filters set in the Automation it will the be cancelled.
- Filtered by Audience Configuration After Scheduling
- Processed Through Automation the record successfully passed through filters and potentially a schedule was applied and then sent on to the downstream product (Reviews, Feedback, etc.)
- Message Scheduled for any Automation, all filters were applied and message is set to be sent based on the scheduling stop. Unless an update is made to this "queued" message it will be sent and another status of "processed" or "message sent" will be added to the record.
- Message sent to customer for Custom Message Automations, Messenger has confirmed the message was sent and delivered