[Agent511 (Reach): Validating Notification Template Activity After Production Deployment]

This article outlines the standard process for validating whether newly activated notification templates are successfully triggering in Production. It provides guidance for querying message activity, reviewing notification volumes, and communicating findings to customers following a deployment.

Overview

After notification templates are deployed to Production, customers or internal teams may request confirmation that the templates are active and generating notifications as expected.

Support teams can validate template activity by reviewing message records within the appropriate message database and confirming:

Whether notifications are being triggered.
Total number of messages sent.
Delivery channel used (Email, SMS, Voice, etc.).
Date and time of activity.
Templates with no recorded activity.

This process is commonly used during post-deployment validation, implementation testing, and production support investigations.

Important Note

Template activation does not guarantee immediate message activity. Notifications will only be generated when the associated business event or trigger condition occurs.

Prerequisites

Before performing validation, ensure you have:

Database access to the message reporting environment.
Appropriate permissions to execute queries.
Exelon PECO Access
Template ID(s) or Template Name(s).
Deployment or activation date.
Knowledge of the expected notification channel (Email, SMS, Voice, Push, etc.).

Step-by-Step Instructions

Step 1: Gather Template Information

Obtain the following details from the customer, implementation team, or deployment request:

Template ID(s)
Template Name(s)
Deployment date
Expected channel(s)
Client name

Step 2: Log in to the Exelon Peco portal

Username: support_peco@goconvey.com
Password: Support@2026
Check in the UI if the template mentioned is an active template or not.

Step 3: Connect to the Message Database

Connect to the appropriate reporting database (e.g., Reach A, Reach B, or environment-specific reporting database).

Use a query similar to the following:

SELECT
    client_name,
    DATE(send_datetime) AS activity_date,
    confirmation_sequence_number,
    confirmation_name,
    channel,
    COUNT(*) AS total_count
FROM
    w_message_f
WHERE
    client_id = <CLIENT_ID>
    AND send_datetime >= '<DEPLOYMENT_DATE>'
    AND source_database = '<SOURCE_DATABASE>'
    AND confirmation_sequence_number IN (<TEMPLATE_IDS>)
GROUP BY
    client_name,
    confirmation_sequence_number,
    confirmation_name,
    DATE(send_datetime),
    channel
ORDER BY
    activity_date DESC;

Optional Filters

Filter by channel:

AND channel = 'email'

Filter by a specific template name:

AND confirmation_name LIKE '%Template Name%'

Step 4: Review Results

Verify:

Notification counts are present.
Activity begins after deployment.
Notifications are being sent through the expected channel.
No unexpected spikes or gaps exist.

Example:

Template ID	Template Name	Channel	Count
XXXX	Welcome Email	Email	150
YYYY	MFA Update	Email	35

Step 5: Determine Status

Use the following guidelines:

Result	Status
Messages found	Template is actively triggering
No messages found	No activity recorded
Activity only on some channels	Validate channel configuration
Unexpectedly low volume	Confirm business trigger occurrence
Unexpectedly high volume	Investigate possible duplicate triggering

Step 6: Communicate Results

Use the following customer-facing template:

Hello,

We reviewed the production message activity for the requested template(s).

Our findings indicate that the template(s) are successfully deployed and generating notifications as expected.

Activity has been observed through the configured channel(s) beginning after deployment.

If additional validation or investigation is required, please let us know.

Thank you,

Product Support

Troubleshooting & Common Issues

Guidelines & Best Practices

To ensure optimal performance and avoid future issues, keep the following guidelines in mind:

What to Avoid

❌ Assuming a template issue when no messages exist.

❌ Using deployment timestamps that are too narrow.

❌ Reporting counts without validating the correct environment.

❌ Closing tickets before confirming customer expectations.

Best Practices

✅ Always verify the deployment date before running validation queries.

✅ Always validate using both Template ID and Template Name.

✅ Confirm the expected notification channel.

✅ Include actual message counts when responding to customers.

✅ Retain query results in the ticket for future reference.

✅ Verify whether the activity aligns with expected business volume.

Frequently Asked Questions (FAQs)

Q: Does a newly deployed template generate messages immediately?

A: Not necessarily. Messages are generated only when the associated business event occurs.

Q: What if no activity is found?

A: Confirm the deployment date, trigger conditions, and whether any qualifying transactions have occurred since activation.

Q: Can this process be used for Email and SMS templates?

A: Yes. Adjust the channel filter as needed.

Q: Which table is typically used for validation?

A: The w_message_f table is commonly used to review message activity and notification counts.

Q: Should message delivery status also be reviewed?

A: If requested, additional validation can be performed using delivery reporting tables to confirm successful delivery beyond message generation.

References & Related Tickets

For internal team use: Reference past Jira or Zendesk tickets related to this article.

ZD- 157259