SMS Frequently Asked Questions and Troubleshooting Tips
eLogic Genesis can deliver Date- and Action-Based notifications via SMS. SMS notifications are supplementary only; users must still have in-app and/or email selected as a primary delivery method.Message and data rates may apply. eLogic Genesis will accept only USA phone numbers. Use a free phone number if you don’t have a United States number through a carrier: Google Voice, WhatsApp, others.
Opting In
Opting in means you've decided you'd like to receive SMS notifications to your cell phone from eLogic Genesis. These are supplemental notifications, you are still required to have notifications by email or in-app. There are two ways to opt in to SMS messages.
1. When you first login to eLogic Genesis you will be presented is a banner to opt in to SMS
2. Click Let's go!
3. You will be navigated to the Notification Settings page
- If you do not see the SMS banner pop up upon logging in, click the User Menu and then click Notification Settings
4. Locate a notification type you would like to be notified about via SMS
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- You must have either in app or email notification enabled to allow SMS messaging
5. Click the toggle to enable SMS notifications, making the area turn green
6. eLogic Genesis' Terms and Conditions for Use of SMS Messaging will appear. You must read through the terms and conditions and click that you agree to continue.
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- If you do not agree to these Terms and Conditions then you may not use SMS messaging
7. Next, you must select your time zone and enter your cell phone number
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- eLogic Genesis will accept only USA phone numbers. Use a free phone number if you don’t have a United States number through a carrier: Google Voice, WhatsApp, others. Message and data rates apply.
8. Click Confirm mobile number
9. Another window will come up asking you to enter the six digit code eLogic Genesis sent to your phone
9. Enter the six digit number sent to your phone and click Confirm settings change
10. You can click through each tab to pick which notifications you would like to receive SMS for
Note: You will be required to opt in every four years. You will get a notification when it's time for you to opt in again.
Opting Out
Opting out means you have decided you would no longer like to receive SMS messages or notifications from eLogic Genesis. There are three ways to opt out:
Reply STOP
1. Simply open an SMS message from eLogic Genesis on your phone and reply STOP
2. You will receive one final SMS message confirming to you that you have unsubscribed from future messages
Note: STOP keyword will opt everyone associated with the number out. If just one individual would like to opt-out, that user will need to log in and adjust Notification Settings.
Use the notifications page
1. Log into eLogic Genesis and click the User Menu in the upper right corner and click on Notification Settings
2. Click Opt out of all SMS notifications
3. You will receive one final SMS message confirming to you that you have unsubscribed from future messages
Manually turn off all SMS notifications
1. Log into eLogic Genesis and click the User Menu in the upper right corner . Click on Notification Settings
2. Manually toggle each notification marked green to off and they will turn grey
3. You will receive one final SMS message confirming to you that you have unsubscribed from future messages
When will SMS Messages be sent?
Date-Based Notifications
Notifications for the current date are delivered in the morning between 9am-10am.
- Caseworkers receive a count of notifications for the category, only.
- Clients receive the name of the item (assessment, program, service, etc.) and the event (assessment due, program end, service checkup, etc). The client’s name is also mentioned in case the mobile number is shared across family members.
Action-Based Notifications
SMS is delivered immediately if the triggering action occurs between 9am-8pm the recipient’s time. Notification triggered after hours will be queued and sent in the morning between 9am-10am.
Trouble Shooting
I need to change my phone number
1. Log into eLogic Genesis and click the User Menu in the upper right corner . Click on Notification Settings
2. Click Change mobile number
3. An overlay will appear. you must select your time zone and enter your cell phone number
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- eLogic Genesis will accept only USA phone numbers. Use a free phone number if you don’t have a United States number through a carrier: Google Voice, WhatsApp, others. Message and data rates apply.
8. Click Confirm mobile number
9. Another window will come up asking you to enter the six digit code eLogic Genesis sent to your phone
9. Enter the six digit number sent to your phone and click Confirm settings change
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I didn't receive a confirmation code to my phone
I you haven't received your confirmation code, first be sure you've entered the correct phone number. Then click Didn't receive a code? and the code will be resent to you.
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I entered the wrong phone number
If you've entered the wrong phone number, simply click Use a different mobile number and you will be navigated back to the Entre Mobile Number screen to start over.
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I previously opted out, but I'd like to opt back in
To opt back in, locate an SMS message from eLogic Genesis and Reply START. You will now be opted back in for SMS messages. You can also follow steps 3-10 under the Opt-In section of this article to opt back in.
Something Else?
For all other issues please submit a Help Ticket
Best Practices for Navigators
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Though users can opt out at any time by replying STOP, we encourage users to opt out through their account’s notification settings.
- Per Twilio’s policies, a STOP command will place the mobile number on a blocklist. The user must reply START in the SMS thread to remove themselves from the blocklist before they will be able to opt in again.
- If there are multiple accounts using the same number for SMS, STOP will opt all users out.
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