--000000000000f7716e05d30cf3cd Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable I think Lydia is in London if I remember correctly, so hopefully the time difference doesn't prolong this. I will respond to move it up in her inbox. Best, On Mon, Dec 13, 2021 at 12:28 PM Timothy Thomas wrote: > Hi Audra, > > Yes it's a total mess. We haven't received a single response to an SMS > message since Thursday and I'm not getting anywhere with support....and > we're at record hours this week...HELP! > > On Mon, Dec 13, 2021 at 3:25 PM Audra Williams audraw@homecareassistance.com> wrote: > >> Hi Timothy! >> >> What a mess! I wasn't made aware of any updates at all! I hope that sh= e >> can get this corrected ASAP. No one else has complained so I feel it ha= s >> to be something with your system that is not working correctly. >> >> Best, >> >> On Mon, Dec 13, 2021 at 12:23 PM Timothy Thomas > tt@homecareassistance.com> wrote: >> >>> Hi Lydia, >>> >>> Thank you for the email. Yes I'm aware of this update. Seems it was >>> implemented only last week on our account. However it doesn't explain w= hy >>> we have stopped receiving SMS replies from caregivers as of last Thursd= ay. >>> >>> Also perhaps you can explain how the feature update impacts my ability >>> to respond to missed clock in/out notifications. In the past the >>> notifications would come in as individual texts and I could reply to a = CG >>> asking why they had not clocked in / out etc...now that the messages ar= e >>> all grouped together in one thread and for example I receive three miss= ed >>> clock ins at the same time, am I able to message those caregivers via t= hat >>> thread? >>> >>> Please have our SMS reply issue resolved ASAP, we're flying blind here >>> unable to send out blasts to fill shifts. >>> >>> Thank you! >>> Tim >>> >>> On Mon, Dec 13, 2021 at 3:06 PM Lydia Riddle >>> wrote: >>> >>>> Hi All, >>>> >>>> We released an update to the SMS on 11/23. An email was sent to all >>>> users and it read (in part) as follows: >>>> >>>> *SMS Improvements* >>>> >>>> We have implemented a feature desired by many agencies, where >>>> Caregivers will now receive all alerts, except First-Come First-Serve >>>> (FCFS), and shift reminders from the agency=E2=80=99s telephony number= . >>>> Additionally, if an Admin has SMS alerts enabled for Missed Clock In/O= ut, >>>> those alerts to the admins will also come via the agency's telephony n= umber. >>>> >>>> All FCFS messages will work the same way as before. >>>> >>>> We will release an FAQ over the next few days. In the meantime, pleas= e >>>> let me know if we have any questions. @Timothy Thomas >>>> , if it would help, I'm happy to schedule a >>>> quick call to answer any questions that you may have. >>>> >>>> Kind regards, >>>> >>>> >>>> >>>> *Lydia Riddle | **Well**Sky* >>>> >>>> *Client Relationship Manager * >>>> >>>> *New Number:* (519) 714 2828 >>>> >>>> >>>> >>>> Software and services for realizing care=