Using Incident Config Report To Identify & Fix Contact Data Issues
Background
Maintaining accurate contact information is an important first step to configure WorkZerk to ‘just work’ as you might expect. WorkZerk can identify underlying issues that might prevent chat email and sms alerts reaching important Guests and Admin Users.
There are two ways that alerts (notifications) can be sent for urgent or time sensitive incidents or information, one being through an email alert and the other being an SMS alert. Only Admins can send SMS alerts when sending an Incident, whereas email notifications might be sent ‘in the background’ for various events.
Both of these alert methods (Email/SMS) require the correct data to be present against the appropriate Contact, Guest or User record. So there are potentially three locations where this data might need correcting.
WorkZerk does not use the email address and mobile phone number entered under the Space User for any alerts. These are just used for the intial invites, for all admin users it’s the User Account screen where the mobile and email address affects alerts.
How to Identify Issues
The Incident Config tab has a very useful built-in report that shows every Guest and Admin (including the the Space Owner) that can be potentially reached, and any existing problems e.g. missing fields like email or mobile. A red error circle indicates that no data is present within that field, and this requires your attention.
Owner User
There is one Owner User per Space, the person that owns and controls the Space.
Admins can change their email address by editing their User Account.
Guests
Guests all have a Guest record which contains their Email address. That’s because you may wish to use a different email address for each event, and the fact most people have more than one email address e.g. often a personal and work email address.
The Email address field in a Guest is initially updated from the original Contact record (the so called ‘single source of truth’). Admins can override the Email address field in the Guest record to change it.
You might think that changing or editing the Email address field in the Contact record would help, but bear in mind this is just used to populate the Guest record on creation, as the initial default. Edit the Guest record in 1pm to update the email address used to receive incident alerts.
Space User
For Space Users (Admins) you have shared access with to your Space, the individual Space Users control their email and mobile phone number within their User Account.
Mobile
User
To update a mobile number for a User record, ask that User to update their personal informaiton in their User Account settings in the Mobile (Alerts) field.
Contact / Crew
People rarely change their mobile phone number, so it makes sense to store this in the Contact record as a type of single source of truth. Then when you add that Contact to a new future event as a Guest, their mobile phone number is inherited from the Contact record.
Therfore, to change a Mobile number for a Contact/Guest source you should edit the associated Contact record for that Guest.
You can do this by clicking on the Guests tab then searching for the Guest name, editing the Contact record and changing the Mobile Phone field.
Do Not Sms
User
Users can change their ‘Do Not Sms’ status (this means they will not receive any SMS sent by 1pm) by editing their User Account and switching the ‘Block Incoming SMS’ on. This prevents any and all SMS messages from being sent to that User.
Contact / Guest
Guests cannot personally control whether they receive SMS or not via WorkZerk. If a Guest requests ‘Do Not Sms’ to respect their privacy you (as an Admin) can change their Guest record using the ‘Do Not SMS’ field.
Do Not Email
There is actually no ‘Do Not Email’ field for Guests Users, but deleting their email address will achieve the same result.
Summary
Run the Config report in Incidents as often as you need to ensure all data is maintained correctly. Ideally you will see no red error circles, meaning everyone in WorkZerk can be contacted by both their correct Email address and Mobile Phone number (providing the information is correct).
If the Source is User, you cannot change the information even if you have Admin access, only that User can update it. This only applies to Admin users.
If the Source is Contact/Guest, this is data or information that you as an Admin control, so you will need to change it for them by editing either the Contact record for that Guest to change a Mobile number, or the Guest record to change or add an Email address.
