Automation not working.

If an Automation is not sending or following expected behavior, there are a few troubleshooting steps you can take.

Why is my Automation not sending?

The first step of troubleshooting is to determine whether the Automation is failing for an individual patient or on a larger scale. This will help narrow the possible cause and assist in solving the issue.

Individual Patient

If the issue is limited to a single patient or a small number of patients, please review the following troubleshooting items:

1. Has the patient opted out of receiving messages?
   1. Review the patient’s Face Sheet and confirm that the SMS Status is set to Opted In. If the Status is Opted Out, the Automation cannot be delivered via text. 
   2. Also, confirm that the Texting Allowed toggle is not set to No. If the SMS Status is Opted In but the toggle is set to No, the Automation cannot be delivered via text.
   3. Finally, ensure the patient is not set to Do Not Contact. Depending on how you handle communication preferences, review both the patient's contact preferences in your EMR and the patient's Facesheet in WELL.
2. Is the patient eligible to receive the Automation? 
   1. The patient’s available contact options and how the Automation messaging is set up can impact deliverability. And how the Automation can be delivered is dependent on whether you are syncing patient contact preferences from your EMR or not. Please review the truth tables in the linked articles to confirm whether the patient was eligible for the Automation. 
   2. Additionally, if your integration is configured to support appointment-level contact preferences, review the appointment data in the EMR to ensure that the patient's appointment-level contact preferences are not what prevented the Automation from sending.
3. Was the appointment rescheduled?
   1. If the same appointment ID is being used and an Appointment Automation was already sent, WELL will not send it twice. Contact Support if you think this may be the cause.

Widespread Issue

If you’ve determined that the entire Automation is not behaving as expected, please review the following troubleshooting items: 

1. Is the Automation enabled? 
   Make sure that the automation is not paused. Navigate to Settings > Practice Settings > Automations. Confirm that the Automation appears in the Running tab. 
2. Is the Automation configured correctly?
   Take another look at the Send Resource, Filters, and Messages. An incorrectly included filter or missing message can greatly impact Automation deliverability. Check out the Appointment Automations Best Practices article for examples of Automation configuration.
3. Is the Resource associated with the phone line?
   Ensure that the Resource that the Automation is being sent from is associated to the phone line. To confirm, navigate to Settings > Practice Settings > Lines. Resources not associated with a Line do not have a phone number from which to send messages, so the Automation cannot be sent.
4. Is the Event or Resource associated with the Automation disabled?
   If the Event type or Resource for the Automation is disabled, the Automation cannot send to the patient. For example, if the patient has an appointment with event type Covid Vaccine, but that Event is disabled from the Event page (Practice Settings > Events), no reminder will be sent. 
5. Was the Automation recently paused and then restarted? 
   When an Automation is temporarily paused and then restarted, any messages that would have been sent during the paused period will not be sent. 
   1. Tip: Check the Automation’s Edit History by using the (...) menu and selecting View Edit History.
   2. In the History section, you can see if the Automation was disabled and then re-started and when. If your missed Automation occurred during this window, this is expected behavior. Automations will not send from the Paused state, nor will they “catch up” on messages missed during the Paused period.
6. How is the Automation setup with regards to TCPA Hours? 
   Automations that are set up to only send during TCPA Hours (8:00am to 9:00pm) will be delayed or not sent at all if the message was triggered to be sent outside of these hours. Click here to learn more about how TCPA Hours function related to Automations.
7. Do you have Holiday Hours set up? 
   If you have Holiday Hours configured at the Enterprise or Practice-level, ensure that these are not responsible for the delay or shift in Automation send times. 

Not Resolved

If following these steps did not resolve the issue, our Support Team is available to investigate these issues. To submit a case, click here.