This article guides you through the process of accessing and understanding communication reports within Hero, specifically focusing on how to view all sent messages and understanding their delivery status.

How to view a log of all messages sent

1. On the home page, access the Sent messages under the 'Manage' section.

2. You will see a table of communications made to patients.

3. Selecting an option in the table with give you a detailed view of the individual message sent to the patient.

What information can I see when viewing the message?

You can view sent message to get more insight on:

• The patient along with demographic details.

• What was sent to the patient including any links or attachments.

• The content of the link (e.g appointment type or form template).

• Write to record status.

• The date and time when the message was dispatched.

• Contact method (SMS or email).

• Delivery status of the message.

What do the different delivery status' mean?

Hero categorises the delivery status into several states, such as Sent, Delivered, Pending, or Failed, each providing insights into the message's journey from sender to recipient.

• Sent: The message has been dispatched from your system but has not yet been confirmed as delivered.

• Pending: The message is in the process of being sent but has not yet left your system.

• Delivered: Confirmation has been received that the message reached the recipient's device.

• Failed: An error occurred, preventing the message from being delivered. This status may prompt further investigation to understand the cause of the failure and to retake action if necessary.