Understanding Message Content Differences When Alternate Messages Are Enabled in Alert

Purpose

This knowledge base article explains why the message content for email and text messages may differ when Alternate Text Message/Page Message or Alternate Email Message is enabled in Alert’s Manage Predefined Messages configuration.

This guide helps the support team identify cases where the configured Message Content is overridden by alternate message settings.

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Support Request Source

Clients using the Alert product may raise a support ticket reporting that the message content they configured in their Predefined Messages does not match the message that was actually sent via email or text.

Example ticket: https://goconvey.zendesk.com/agent/tickets/24915

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Required Information in the Request

To properly investigate the issue, the client should provide at least one of the following:

• Message ID of the Predefined Message

• Name or Subject of the Predefined Message

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Required Access

The following access is required to investigate the issue:

• Alert Production Environment Access

• Alert Stage Environment Access

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Tier 1 Support Process

Step 1: Log in to the Alert Portal

1. First determine which environment is affected.

   Confirm with the client whether the issue occurred in:

   • Production

   • Stage

2. Once the environment is confirmed, log in to the appropriate Alert portal.
   
   Production Environment:
   https://alert.outageinfo.io/ 
   
   Stage Environment:
   https://alert-web.stage.outageinfo.io/
    

3. After logging in, impersonate the user by following the instructions in this knowledge base article:

   How to Impersonate a User in Alert UI

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Step 2: Locate the Predefined Message

The client must provide details of the affected Predefined Message.

This can be either:

• Message ID

• Name / Subject of the message

To locate the message:

1. Navigate to:

   Messages Tab > Manage Predefined Messages

2. Use the Quick Search feature to find the message.

   Example Searches

   Using Message ID

   Example: 1005669

   
   
   
   Using Name or Subject

   Example: Restoration Text

   

   Note:
          Use % before the search text when using Quick Search.
           The Alert search function is case-sensitive.

3. Once the correct message is found, click the View button to review the configuration.

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Step 3: Check the Predefined Message Configuration

Within the message configuration:

1. Navigate to the Message Content section.

2. The Message Text field contains the default multi-channel message content.
   
   

However, this content may be overridden if the following options are enabled:

• Alternate Text Message/Page Message

• Alternate Email Message
  
  
  

If these alternate message options are enabled, the content configured in those sections will override the message configured in the Message Content section.

As a result:

• The email message may contain different content.

• The text message may contain different content.

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Step 4: Inform the Customer

After verifying the configuration:

• Inform the client that the difference in message content is due to the Alternate Text Message or Alternate Email Message being enabled.

• Explain that when these settings are enabled, the alternate message configuration overrides the default message content.

Provide guidance if the client wishes to modify or disable these alternate message settings.