When a scheduled message fails to go out, you will want to ensure all triggers were met. To do so, you will need to have a learner example that was supposed to receive the message, and the assignment title. From there you will navigate to scheduled messages to take a look at the message triggers to assure they align with the learner and the assignment they did not receive the message for.
- Select Administration.
- Select Systems and then Messages.
- Scroll to the Scheduled Message that should have gone out.
- Select edit by clicking the pen and paper icon on the right side of the message.
- Ensure your targets are correct.
- Ensure in the filter selection a team is selected and in the second filter ensure a library is selected.
- Ensure the learner that was supposed to be receiving the message is in the team selected and the content assigned is in the library or learning initiative group that is selected.
Learning Initiative Scheduled Message Tips
Scheduled messages are triggered based on a learning initiative’s due date and the selected timing (for example, one week before). Messages are only sent if the learning initiative is available to the learner. This prevents users from receiving notifications for learning initiatives they can’t access yet.
Scheduled messages are sent only on the exact trigger date and are not re-sent later.
- If the learning initiative isn’t available when the message is scheduled to send, the message is skipped
- It will not be sent after the learning initiative becomes available
This means that if a learning initiative is assigned after the message trigger date, learners may not receive that reminder at all.
Best practice: Ensure learning initiative start dates occur before the scheduled message trigger window so learners receive expected notifications.
Additionally, if a message targets a start date, but the learning initiative has a start date in the future, the message for the assignment will not send until the start date.
Messages still not sending? Review these helpful tips:
- Check your "junk folder" for the message.
- Add lms messenger ("lms@bizlibrary.com" or speak to your administrator for the correct sender email address) to the email whitelist.
- Add to outlook whitelist steps:
- Click the gear icon in Outlook and select "View all Outlook settings."
- Select "Mail" from the settings menu.
- Choose "Junk email" from the submenu.
- Click "Add" under "Safe senders and domains."
- Enter the email address or domain that you want to whitelist.
- Choose "Save."
- Add to outlook whitelist steps: