View Post Delivery Reports

Article summary

Who can use this?
Admin, Teachers, Group Owners, Room Parents & anybody with individual permission to post

Note: You must be the post author or admin in order to see delivery statistics.

You can view email, text, and app notification delivery statistics for a post. This allows you to see which email or cell phone numbers are failing, along with who opened the post and in which language they received it.

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How to View Delivery Statistics

Method 1: From Home Feed

1. From Home, locate the post and click on the number of people notified "x Notified" at bottom of post.
   
   

Method 2: From Post Detail Page

1. From post detail page (in My Account), click on the number notified "x Notified" located in right sidebar.
   
   

Understanding the Delivery Report

The Detailed Message Delivery Statistics highlight how users were reached and by what method: email, text or app notification. An "Export CSV" option is also available.

Sort and Filter Options

Use sort and filter options for each column. Sort any column, or filter by User Language*, Email Status, Text Status, App Notification Status and whether or not it was Viewed.

* User Language tooltip: The user's current language setting is listed. This may have changed since notifications were sent. Some older notifications may not have this information.

View Student Delivery Stats

If the post was sent to students, click Students (in the middle of page) to see the students' delivery stats.

Common Delivery Status Types

Definition of status types you may see when viewing delivery statistics:

Email Status

• Blocked: The user has blocked emails from ParentSquare and won't receive anything by email.
• Bounced: The email was not delivered. Likely, their email address needs to be updated or their inbox is full. Note: if lots of staff or student emails are marked bounced, admin may need to check DKIM and DMARC details.
• Clicked: The user clicked on at least one link inside the email.
• Delivered: The email was successfully delivered to recipient.
• Duplicate Email: The email is a duplicate.
• Invalid Email: The email is incorrect. Likely, their email needs to be updated.
• Opened: The user opened the email.

Text Status

• Clicked: The user clicked on at least one link.
• Delivered: The user's carrier reported the text was delivered; it is up to the carrier and the user's device to display it to the user.
• Duplicate: The phone number is a duplicate.
• Invalid: The phone number is incorrect. Likely, their phone number needs to be updated.
• Not Delivered: The text was not delivered.
• Failed: The text was not delivered due to a carrier failure. Likely, the recipient is out of service, has opted out of texts or their phone is off.
• Unknown: It could be any number of reasons.

App Notification Status

• Delivered: The notification has been delivered to the recipient's device.
• Sending: The notification is still sending to the recipient's network for delivery.
• Sent: The notification has been sent to the recipient's network for delivery.
• Failed: It could be any number of reasons, like invalid device token, app is no longer installed, device is off/unreachable, other.

Other Status Types

• n/a: Either there is no address on file for this user or they have opted out of that notification method.

• Viewed: If "Yes", one or more of the following apply. The notification was:

  • Delivered by email AND opened or a link was clicked
  • Delivered by text, or the link in the text was clicked
  • Delivered by app notification

  For digest notifications, when the user opens the notification all posts in that notification are marked as viewed.

Update Incorrect Contact Information

• Syncing schools: Update parent information in your SIS (Student Information System.) ParentSquare will be updated with your school data via the nightly sync.
• Manual upload schools: Find parent in the directory, click on parent name and update their user page.

Troubleshooting: Lower Than Expected Recipients

Here are several reasons the recipient number may be less than expected.

Digest Notifications

The delivery report results are dependent on the user's notification settings. If a recipient has notifications set to "Digest", the post will not show as delivered until the end of day.

Recipient Roles

Check the roles (Staff, Parents and/or Students) the post was sent to. The roles are displayed at the bottom of a sent post, next to the number notified.

If you were expecting a higher number and see that you missed one of the roles, you can duplicate the post and send to the missing role(s). Or, delete the post and re-send with all the roles you intended to send to.

Recipient Type

Make sure that the recipient is actually a school, grade level, or class and not a group with the exact same name.

Guest Users

Posts shared with any guest users will need both Parent and Staff boxes checked in order to receive the posts.

Incoming Grade Level

Check for incoming grade level. Students with the incoming grade will not automatically be in the normal site groups, but have to be added via a separate incoming group.

Note: If none of the above apply, please submit a help ticket so that the support team can help investigate.