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Why did my customers not receive a message from a message run?

If your customer has not received an email, it is important to first check if the message was sent to their spam folder. If the message is not in their spam folder, you can check if your message run succeeded by going to the ‘Message Runs’ page. Simply hover over the invoices button in the top menu and select ‘Message Runs’. If your run did not succeed, you can restart it if necessary.

If you or your customers still have not received the email, there may be an issue with the message definition or customer data. To verify if your message definition is set up correctly, please follow these steps:

  • Ensure that the customer’s email address is indicated under the correct key that is used by that message definition.
  • Verify that your message definition is set up correctly.
  • Check if your customers have email addresses indicated with correct keys that match the message definitions.

It is also important to ensure that the customer is in the correct cluster and their invoice is in the correct status. Another crucial aspect of the message run is the SMTP settings. These settings are usually set up only once, but it’s always a good idea to double-check. Please refer to our user guide for information on how to set up the SMTP settings properly.

Do not hesitate to send us a message via customer portal or an email for us to take a look at the issue.

Why do my message results show “Concept” instead of the invoice number?

When you send approved invoices to your clients, the invoice number will be clearly displayed on the invoice. However, you may notice that the label “Concept” is shown in the message results. Please note that this label can be ignored, as it is simply a result of the messaging system undergoing significant changes at the moment. Rest assured that your approved invoices have been sent to the client successfully, and the invoice number will be clearly displayed on the invoice itself.

What happens when I stop the message run?

If the process of sending messages is stopped, any messages that have not yet been sent to customers will not be sent. However, any messages that were already sent will not be recalled. It is important to note that if you stop the process of sending messages, any unsent messages will need to be re-sent manually in order for them to be delivered to the intended recipients. If you have any questions or concerns about the message sending process, please do not hesitate to contact our support team for assistance via our customer portal or send us an email.

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