Channels
Understand message delivery and viewing reminders
Distinguish queueing, provider acceptance, receipts and uncertain outcomes.
Read delivery results
Open Integrations → Live enquiry connections → Recent enquiry and delivery activity. Queued means waiting for a worker. Accepted or sent means the provider accepted the request; it is not proof the customer received it. Delivered and read require provider receipts. Failed means an explicit failure. Unknown means the provider may have accepted the request but Sorsana could not confirm the outcome.
Resolve a delivery problem
Use the status and provider records together.
- Check the sender, recipient, active connection and channel permission. For WhatsApp, check the approved template or customer-service window.
- For failed mail, inspect the provider bounce/rejection and sender-domain authentication. Fix the cause before attempting another send.
- For unknown results, look up the provider message first. Do not blindly resend: that can send duplicates.
- If messages remain queued, check that activity progresses after Refresh. Ask Sorsana support to check the worker when several connections stop together.
Confirmations, calendar files and reminders
External bookings are confirmed only after calendar evidence. Eligible customer and team destinations receive queued notices. Calendar files retain the viewing identity across changes. A reconciled reschedule updates notices and reminder times; cancellation stops queued reminders and issues a cancellation notice. Missing recipients or blocked channels cannot receive a confirmation.
Test before launch
Use a consenting test recipient to verify confirmation, one due reminder, a time change and cancellation. Check the actual handset/mailbox and the calendar attachment; the activity counts are not a substitute for this test.