# Failed Message Email Notifications

Learn how to configure email notifications when your Android device fails to send messages or goes offline.

## Overview

WhatSnap includes a notification system that alerts you via email when your device encounters issues, ensuring you never miss delivery problems.

**Common Scenarios for Alerts:**

* 📵 Device powered off
* 📶 No internet connection
* 🔴 WhatSnap Gateway app stopped
* ⚠️ SIM card failure
* ❌ Message delivery errors
* 🔋 Battery dead (device unplugged)

{% hint style="success" %}
**Proactive Monitoring**: Email notifications help you catch issues before they impact your business or client operations.
{% endhint %}

***

## What Triggers Notification Emails

### Device-Level Failures

**Device Offline:**

* Android device loses internet connection
* Device powered off or battery died
* Gateway app crashed or stopped
* Device disconnected from WhatSnap

**SIM Card Issues:**

* SIM card removed or not detected
* Carrier network unavailable
* SIM blocked by carrier
* No signal strength

### Message-Level Failures

**Delivery Failures:**

* Message fails to send after retry attempts
* Invalid phone number format
* Recipient number blocked or doesn't exist
* Carrier rejection
* GENERIC\_FAILURE errors

**Queue Buildup:**

* Multiple messages queued (device offline)
* Messages delayed beyond threshold
* System detects sustained delivery issues

***

## Configuring Email Notifications

### Step-by-Step Setup

{% stepper %}
{% step %}

#### Access WhatSnap Dashboard

1. Log in to **GoHighLevel**
2. Navigate to the **sub-account** with WhatSnap installed
3. Click **WhatSnap** tab in left sidebar
4. Go to **Settings** section
   {% endstep %}

{% step %}

#### Enable Device Failure Notifications

1. Look for **Device Alerts** or **Notifications** option
2. Find **"Email Notifications for Device Failures"**
3. Toggle **ON** to enable
   {% endstep %}

{% step %}

#### Choose Recipients

**Option 1: Agency Admin Only** (Recommended if you manage devices)

* Only you receive notifications
* You handle device issues directly
* Cleaner client experience

**Option 2: Agency Admin + Sub-Account**

* Both you and client receive notifications
* Ideal if client manages or has access to the device
* Client can take immediate action

**Select the appropriate option:**

* Check **"Notify Agency Admin"** → You get emails
* Check **"Notify Sub-Account"** → Client gets emails
* Check both → Both get emails
  {% endstep %}

{% step %}

#### Configure Email Address

**Agency Admin Email:**

* Usually your GHL account email
* Verify email address is correct
* Add multiple emails if supported (comma-separated)

**Sub-Account Email:**

* Client's primary contact email
* Ensure client checks this email regularly
* Update if client email changes
  {% endstep %}

{% step %}

#### Save Settings

1. Click **"Save"** or **"Update"**
2. Confirm settings are saved
3. **Test the notification** (optional but recommended)
   {% endstep %}
   {% endstepper %}

***

## What Notification Emails Look Like

### Sample: Device Offline Alert

```
Subject: WhatSnap Alert: Device "Android-Main-SMS" is Offline

Body:
Your WhatSnap device has gone offline and is no longer 
sending messages.

Device Name: Android-Main-SMS
Phone Number: +1 (555) 123-4567
Last Seen: November 7, 2025 at 2:45 PM
Issue: Device disconnected

Action Required:
- Check if device is powered on
- Verify internet connection
- Restart WhatSnap Gateway app
- Contact support if issue persists

View Device Status: [Link to Dashboard]
```

***

### Sample: Message Delivery Failure Alert

```
Subject: WhatSnap Alert: Message Delivery Failures Detected

Body:
Multiple messages have failed to send from your device.

Device Name: Android-Main-SMS
Failed Messages: 15 in the last hour
Common Error: GENERIC_FAILURE

Possible Causes:
- SIM card issue
- Poor signal strength
- Carrier restrictions
- Device needs restart

Action Required:
- Check device signal strength
- Restart WhatSnap Gateway app
- Test sending SMS directly from phone
- See troubleshooting guide

View Failed Messages: [Link to Dashboard]
```

***

## Who Should Receive Notifications?

### Decision Matrix

| Scenario                                 | Notify Agency Admin | Notify Sub-Account (Client) |
| ---------------------------------------- | ------------------- | --------------------------- |
| **You manage device remotely**           | ✅ Yes               | ❌ No                        |
| **Client has physical access to device** | ✅ Yes               | ✅ Yes                       |
| **Client manages device themselves**     | ⚠️ Optional         | ✅ Yes                       |
| **Testing/development device**           | ✅ Yes               | ❌ No                        |
| **Client is non-technical**              | ✅ Yes               | ❌ No (handle yourself)      |
| **Client wants visibility**              | ✅ Yes               | ✅ Yes                       |

### Recommendations

**Notify Agency Admin Only When:**

* ✅ You manage client devices directly
* ✅ You have remote access to devices
* ✅ Client shouldn't be bothered with technical issues
* ✅ You provide white-glove managed service

**Notify Both When:**

* ✅ Client has access to/manages the device
* ✅ Client requested visibility into operations
* ✅ Device is physically at client's location
* ✅ Quick action needed and client can respond faster

**Notify Sub-Account Only When:**

* ✅ Client fully manages device themselves
* ✅ You're not responsible for device management
* ✅ Client is technically competent

{% hint style="info" %}
**Best Practice**: Only notify sub-accounts (clients) if they are managing or have direct access to the physical device. Otherwise, handle notifications at the agency level to maintain professional service.
{% endhint %}

***

## Responding to Notification Emails

### Device Offline Notification

**Immediate Actions:**

{% stepper %}
{% step %}

#### Check Device Status in Dashboard

1. Click link in email (or go to WhatSnap dashboard)
2. View device status
3. Note when device went offline
4. Check if messages are queued
   {% endstep %}

{% step %}

#### Physical Device Check

If you have access:

1. Is device powered on?
2. Is screen responsive?
3. Is device plugged in/charging?
4. Check WiFi or mobile data connection
   {% endstep %}

{% step %}

#### Restart Gateway App

1. Open **WhatSnap Gateway** app
2. Check connection status
3. If stopped, tap **play button (▶️)**
4. Wait 30 seconds for reconnection
   {% endstep %}

{% step %}

#### Verify Reconnection

1. Refresh WhatSnap dashboard
2. Device should show "Online"
3. Send test message to verify
4. Monitor for 5-10 minutes
   {% endstep %}
   {% endstepper %}

***

### Message Failure Notification

**Troubleshooting Steps:**

1. **Check Error Type**
   * GENERIC\_FAILURE → SIM/carrier issue
   * Invalid number → Contact data issue
   * Network error → Connection issue
2. **Test Direct SMS**
   * Open native Messages app
   * Send test SMS to your personal number
   * If this fails → Carrier/SIM problem
   * If this works → WhatSnap configuration issue
3. **Check Signal Strength**
   * Ensure 3-4 bars signal
   * Move device closer to window if needed
   * Switch between WiFi and mobile data
4. **Review Recent Changes**
   * Did you change settings recently?
   * New Android update?
   * Carrier plan change?
   * High message volume sent?
5. **Restart if Needed**
   * Restart WhatSnap Gateway app
   * If still failing, restart Android device
   * Re-authenticate if device stays offline

See: [Troubleshooting Guide](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/troubleshooting) for detailed solutions.

***

## Email Notification Best Practices

### 1. Set Up Email Filters

**Create Gmail/Email Rules:**

* Label WhatSnap notifications
* Highlight critical alerts (device offline)
* Forward to team channel (Slack, Teams) if needed
* Archive low-priority notifications

### 2. Establish Response Protocols

**For Agencies:**

* Assign team member to monitor notifications
* Set response time targets (e.g., within 30 minutes)
* Escalation process for after-hours
* Document common issues and solutions

**For Solo Users:**

* Check email regularly during business hours
* Set up mobile notifications for email
* Have troubleshooting checklist ready
* Know when to contact support

### 3. Monitor Notification Frequency

**Normal:**

* Occasional notifications (1-2 per week or less)
* Quick resolution (device back online in minutes)

**Concerning:**

* Daily notifications
* Same issue recurring
* Long offline periods

**Action:**

* If frequent issues, investigate root cause
* May need better internet connection
* May need to upgrade device
* May need different carrier

### 4. Test Notifications

**Regularly Verify:**

* Intentionally disconnect device
* Verify you receive email within 5-10 minutes
* Check email goes to correct recipient(s)
* Ensure links in email work

**Test Quarterly:**

* Ensures notification system still working
* Confirms email addresses still valid
* Team knows what to expect

***

## Alternative Notification Methods

### 1. WhatSnap Dashboard Monitoring

**Real-Time Status:**

* View device status in dashboard
* See "Online" or "Offline" indicator
* No email needed for proactive monitoring

**When to Use:**

* Daily check-in routine
* Before running campaigns
* After device maintenance

### 2. Internal GoHighLevel Notifications

**Set Up Internal Alerts:**

* Use GHL workflow to monitor failed messages
* Create workflow triggered by failed sends
* Send internal notification to team

**Example Workflow:**

```
Trigger: SMS delivery failed
↓
Send internal notification to team
↓
Tag contact with "Failed-SMS"
↓
Create task to investigate
```

### 3. Third-Party Monitoring

**UptimeRobot or Similar:**

* Monitor WhatSnap dashboard URL
* Get alerts if dashboard unreachable
* More advanced monitoring

**Use Case:**

* Enterprise operations
* Critical business messaging
* 24/7 monitoring needed

***

## Troubleshooting Notification Issues

### Not Receiving Notification Emails

**Check These:**

1. ✅ Email notifications enabled in settings
2. ✅ Correct email address configured
3. ✅ Check spam/junk folder
4. ✅ Email server not blocking WhatSnap emails
5. ✅ Test with device disconnect

**Solutions:**

* Add WhatSnap email to contacts/safe senders
* Check email filters and rules
* Verify email address in settings
* Contact support if still not receiving

### Receiving Too Many Notifications

**Causes:**

* Device frequently disconnecting
* Intermittent connectivity issues
* Battery optimization causing app restarts

**Solutions:**

* Improve internet connection reliability
* Fix battery optimization settings
* Upgrade to more reliable device
* Adjust notification threshold (if available)

### Emails Delayed

**Normal Delay:**

* 2-5 minutes after issue occurs

**Excessive Delay:**

* > 30 minutes is concerning

**Solutions:**

* Check email server delays
* Verify internet connectivity
* May be carrier email delivery issue
* Contact support if consistently delayed

***

## Summary: Notification Configuration

**Best Practices:**

* ✅ Enable email notifications for device failures
* ✅ Notify agency admin if you manage devices
* ✅ Only notify sub-account if they manage device
* ✅ Test notifications quarterly
* ✅ Set up email filters and response protocols
* ✅ Monitor notification frequency for patterns

**Quick Setup:**

1. WhatSnap Dashboard → **Settings**
2. Enable **Email Notifications for Device Failures**
3. Select recipients (Admin or Admin + Sub-Account)
4. **Save** settings
5. **Test** with device disconnect

**Response Time:**

* Target: Address within 30 minutes during business hours
* Critical: Device offline notifications
* Lower priority: Occasional failed messages

{% hint style="success" %}
**Proactive Operations**: Email notifications ensure you catch device issues before they impact your messaging operations or client campaigns. Configure them as part of your initial setup.
{% endhint %}

***

## Related Resources

* [Troubleshooting SMS](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/troubleshooting) - Fix common issues
* [Device Configuration](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/sms-installation-setup#device-configuration-best-practices) - Prevent issues
* [Error Codes](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/troubleshooting/error-codes) - Decode error messages
* [Reliability Guide](https://whatsnap.gitbook.io/whatsnap-docs/faq/sms/reliability) - Maximize uptime

***

**Questions about notifications?** Contact support at <support@whatsnap.ai> for help configuring alerts.
