This article walks through some checks you can make if your hosts aren’t receiving notifications automatically after a guest signs-in on the iPad, including troubleshooting steps and configuration instructions.
Experience Configuration
Firstly, check to see that the experience running on your iPad has a host selection page included in your sign-in path(s) and that notifications are configured at the bottom of that page. Host Selection Pages do not include notifications by default, so you must manually choose whether you are sending email, sms, and slack messages.
Click HERE to learn more about host notifications.
Check your Host-Specific settings
It’s also a good idea to check that your hosts have the correct email/mobile numbers within their host records. To do so, click on a specific host record to open the editor. You will then be able to verify the host’s email/sms info.
Suppress Primary Email and Enable SMS Notification
There are two settings within the host editor that can prevent emails/SMS notifications from being sent out.
The first is the Suppress Primary Email toggle. This will block emails and SMS notifications from being sent to the contact info in the primary email and primary mobile number fields. The main use-case for this is to send notifications to a host’s assistant instead of to the host itself and utilizes the information in the Alternate Email and Alternate Mobile Number fields instead. If you are trying to send notifications to the primary email/mobile number, ensure that this toggle is OFF.
The second setting to note is the Enable SMS Notification toggle. If you are attempting to send an SMS Notification to this host at all, this toggle must be turned ON.
Offline iPad
If your iPad is offline, host notifications will not be sent until connectivity has been restored again. This also means that no sign-ins will populate in your guestbook, so this would also be a good place to check if you notice no host notifications being sent. These offline sign-in entries will populate in your guestbook once connectivity has been restored again.
Check out THIS article to learn more about Offline iPads.
Company Specific Filtering/Delays
Some company email servers can have a delay between receiving an email and displaying it in an employee’s inbox. They can also filter out emails from your Visitor Management account entirely.
A simple way to check this is to add a personal alternative e-mail to the host’s record, like a gmail account. If the alternative email arrives quickly but the company email is delayed, ask your IT department to investigate further. They may need to whitelist emails from [email protected].
To add an alternative email manually
Go to the Hosts tab, click on all hosts and then find the host you wish to alter. Once in the host record, click on the alternate email field and enter in the new email address and click save.
To add an alternative email through .CSV file
If your hosts were uploaded with a .CSV file, you can also add the alternate email by opening the file you uploaded, filling in the “alternate_email” column, and then re-uploading the file to Guest. A newly uploaded .CSV file will update the old host records so there is no need to worry about creating duplicates.
Slack Notifications
Individual Notifications
If you are noticing that slack notifications aren't being sent to your hosts' individual slackbot channels, double check that their email address in slack matches the email address of their host in Traction Guest. Our unique identifier is email and this controls where the messages are sent to in slack.
Additionally, make sure that the slack account that is integrated with Traction Guest has the correct permissions to be able to send slack messages to your hosts.
Channel Notifications
If you are attempting to send a slack notification to a specific channel (through the Notify Action), make sure that it is a public channel. Currently, channel notifications are unable to be sent to a private channel.
For more information on configuring slack notifications, click HERE.
If you are still having trouble getting host notifications, feel free to contact our customer success team at [email protected] or 1-855-215-9508.