Timely delivery of content to new hires, participants, and stakeholders is essential to good employee programs, like onboarding processes. We've outlined how to identify when Journey Messages have been missed, and what do to about them.
Why Was a Message Missed?
You entered an incorrect email address. Double-check the email address for any typos.
You entered the correct email address, but the new hire didn't sign into Slack by the date of the first message.
The Slack account you assigned to the Role has been deactivated.
E.g. you assigned @jane to the buddy Role, but then @jane’s account was deactivated.You didn’t assign someone to the Role that should be receiving the message.
E.g. there is a Task for the manager Role but you didn’t put anyone in as the manager.You didn’t assign someone to a Role that is referenced in the message.
E.g. the new hire is supposed to get a message that mentions their manager, but you didn’t assign them a manager.A Journey was assigned to a new hire too late for the scheduled messages.
E.g. you assign a Journey to a new hire 5 days before their start date, but there are messages in the Journey scheduled to send 7 days before the new hire's start date.The message is an Intro that picks someone random from a channel, but there was no one in the channel to be chosen.
If any of these situations arise Donut will send a DM to all the Admins who are subscribed to notifications. It will say what message was skipped and why.
How Do I Know if a Message Was Missed?
Navigate to the "New Hires' screen in your dashboard. If you see a red exclamation point next to a new hire class, you'll know that class contains a missed message.
Select the new hire class with the missed message, and you'll be able to view the specific new hire who missed a message, as well as any stakeholders in their onboarding process including managers and buddies. We also display the templates they're slated to receive.
Select the new hire, and we'll display every message that goes to that new hire and their stakeholders. Messages that failed to deliver will be marked with a red exclamation point and "failed."
Retrying missed Messages
Some missed messages can be sent later, depending on the type of event.
Retriable Messages:
Simple message to a role or user
Polls
Tasks
Intros to a specific role or user
Intros selected by a manager
Group messages
Channel invites
Channel invites selected by a manager
Emails
Tip: If a message is missed because the New Hire or Participant hasn’t joined Slack yet, don’t worry! Please reach out to support@donut.ai, and we’ll help get the message resent.
Non-Retriable Messages:
Messages sent to a channel or cohort channel
Intros to a random user from a channel
Intros to a random person in the same role
Cohort channel creation
Cohort events
Automatic Retries for Missed Events:
We’ll automatically retry missed events in the following scenarios:
A New Hire or Participant joins Slack and is auto-enrolled in a Journey.
A New Hire or Participant is added to a Journey via HRIS integration.
In situation #2, if the new hire signs up with the email address sometime later Donut will automatically send them any and all missed messages.
In situation #3, if the account is reactivated then Donut will automatically send any and all messages that they missed.
How to manually resend a message
For manual retries, you can trigger them in the dashboard by following these steps:
Click Donut Journeys in the left sidebar menu
Go to All New Hires or All Participants
Click on the Journey session that includes the message you'd like to resend.
Click the "Resend" button next to any missed message in the session to resend it.
What happens when a message is resent?
When Donut resends messages, it will also include a footer (see below) that says when the message was originally scheduled to be sent.
Need help retrying a message? Have any additional questions? Reach out to our support team by clicking the purple chat box or reaching out to support@donut.ai.