Notifications
See which messages Tillor sent to customers and colleagues, whether they arrived and what to do when a message fails
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The notifications overview shows every message Tillor has sent to customers and colleagues, by email, SMS, post, WhatsApp or push. You can see at a glance which messages have arrived, which are still on their way and which have failed. Sending an invoice message yourself is covered in Sending an invoice or reminder.
You open the overview via CommunicationNotifications.
Good to know
- If a message stays stuck for more than 5 minutes without being handed on, Tillor automatically tries again
- If nothing has been sent after 2 days, Tillor sets the message to Failed. This also applies to an SMS that stays Pending for that long
- The Recent Communications list shows 50 messages per page by default
- A click on a link in an email or SMS only counts if it happens at least about a second and a half after sending. This way, mail programs that fetch links in advance are not counted as a click
- Invoice messages are not sent automatically when you book an invoice. You start the sending yourself
- A card with a new notification in Tillor disappears after a few seconds. The notification stays in the bell until you read it
- Notifications that are always sent cannot be switched off
How does this fit together?
A message starts with a trigger. Tillor then picks the channel and stores the result in the overview.
- To a customer, you usually pick the channel yourself, for example in the Send notification window on an invoice. An automation can also send a message to a customer.
- To a colleague, that colleague decides how Tillor reaches them, per type of alert. See In-app alerts.
- The result is shown here, and also on the customer and on the invoice the message belongs to. The Origin column takes you straight there.
Viewing notifications
At the top there are four statistics:
- Total Notifications: all sending attempts
- Sent Notifications: messages that have been delivered
- Failed Notifications: messages that could not be delivered
- Bounced Notifications: messages that bounced back, mostly emails
Below them are four lists: Bounced Notifications, Pending Notifications (still queued or on their way), Recent Communications (all statuses) and Failed Notifications. With the Type and Channel filters above each list you narrow down what you see. Which types exist is described in Notification types.
Each row shows:
| Column | What you see |
|---|---|
| Type | What kind of message it is, such as New Invoice or Meter or controller alarm |
| Origin | The invoice, customer or payment the message belongs to |
| Channel | Email, SMS, Post, WhatsApp or Push |
| Status | The delivery status |
| Recipient | The email address, phone number, postal address or the user |
| Date | When the sending attempt was created |
Viewing delivery details
Click the channel in a row to see exactly what was sent and what happened.
The window shows the delivery status, any error message, the recipient (To), the sender address (From) and, for email, the Subject. You also see when the message was ready (Created At) and when it actually went out (Sent At). Sent By shows the user who started the sending, or System if it happened automatically. At the bottom you find the Content and any Attachments.
For email and WhatsApp you also see Read At, and the list shows an eye icon next to messages that have been read. For email and SMS, Clicked At appears if the customer clicked a link.
For post there are extra fields: Carrier reference, Tracking status and Last tracking update (the latest event from the postal service), Postage at the time of sending and, for a registered item, the Registered label with the extra costs and a note about how they are passed on.
Statuses
| Status | Meaning |
|---|---|
| Pending | The message is being processed or is in the queue |
| Sent | The message has been delivered |
| Failed | Delivery failed |
| Skipped | The message was not (or no longer) sent, for example because push was not available or because a letter was cancelled at the postal service |
| Delayed | The message is scheduled and goes out later |
| Bounced | The message could not reach the email address or number |
| Complained | The recipient marked the message as spam |
A letter by post starts as Pending. As soon as the postal service confirms that the letter is on its way or delivered, it becomes Sent. Undeliverable post becomes Failed. A cancelled letter becomes Skipped. You will mostly find that row under Recent Communications.
In-app alerts
Everything Tillor sends to you as a colleague, such as an assigned task, a mention in a comment or a meter alarm, can also be found in Tillor itself. Each alert appears there once, even if it was sent by both email and push. You do not need to set anything up for this.
- Bell: at the top right of the bar and at the bottom left of the menu (Notifications) there is a bell with the number of unread alerts. Click it for your most recent alerts. With Mark all as read you update the list in one go
- Viewing the email: click an alert to open the email you received for it, with a button at the top to the related page (for example Open task). An alert without an email takes you straight to that page. The alert is then marked as read
- Card at the bottom right: if an alert comes in while you have Tillor open, it appears as a card at the bottom right, in the same place as an incoming conversation. Click the card or close it with the cross. A closed card stays unread in the bell. If you are already on the page the alert is about, you do not get a card
- Stays visible: alerts for which you are also called, such as a connector that can no longer be reached, stay until you close them
- Inbox: new messages in the inbox keep their own card and counter under Inbox. In the bell they are immediately marked as read. This also applies to the daily overview of meters that need attention
- Per day: the list shows your alerts per day, with the category next to them. With the buttons at the top you show one category
Alerts are personal: you only see your own, per organisation.
In an automation, at the Notify colleagues step, you use Show in Tillor to choose whether the alert gets a card and an unread counter. If that is switched off, it appears in the list as read.
Switching off alerts
Open your account
Click your name in the menu and choose Account.
Go to Notifications
Switch the channels on or off per type of alert. In the All notifications row you switch a channel off for everything at once.
A channel you switch off under All notifications stays off for every alert below it, except the alerts that are always sent. A type for which you switch off all channels also no longer appears in the app. For a colleague you arrange this under SettingsUsers, see Setting up a colleague's alerts.
External notifications
A linked external system, for example your newsletter or booking software, can have emails it sent to a customer itself registered in Tillor. You find them on the customer, on the invoice and under Recent Communications, among the messages from Tillor. You recognise them by the External label with the name of the system.
- Tillor did not send the message and cannot check its status. The status comes from the external system
- External notifications do not count in the statistics at the top and do not appear in the Bounced Notifications, Pending Notifications and Failed Notifications lists
- In the detail window, images are blocked by default. This way the sender does not notice that you open the message. Click Load images to show them anyway
- The external system can later update or delete its own notifications. You can see this in the activity log of the customer or invoice
Who may register external notifications is arranged with the permissions Register external notifications and Manage other external notifications. The technical explanation for integrators is under Developers > External notifications.
Problems?
Terms
- Notification: a message that Tillor sends to a customer or colleague, by email, SMS, post, WhatsApp or push.
- Channel: the route a message takes. One notification can go through several channels.
- Delivery: one sending attempt via one channel, with its own status.
- Bounced: the message came back because the address or number does not exist.
- Alert: a notification for a user of Tillor, visible in the bell.
- External: a message that a linked system sent itself and that is only registered in Tillor.
More terms are in the glossary.