Find answers and diagnostic steps for common questions regarding message delivery tracking, status discrepancies, and phone/email metrics in Edlio Mass Communication.

Q: How frequently are delivery metrics updated in the activity log?
A: Real-time transmission events (Queued, Sent, Dropped) appear immediately in the activity log. Final carrier delivery receipts and bounce codes typically finalize within a few minutes, though some cellular networks and enterprise mail servers can take up to 24 hours to report final receipt status.

Q: Why do numbers differ between Monthly Totals and View Messages?
A: The View Messages report focuses on specific scheduled campaigns and broadcasts initiated by staff. Monthly Totals records aggregate system-wide usage across all automated modules (including emergency alerts, auto notices, and system-generated notifications) across all voice minutes, calls, emails, and texts.

Q: How do SMS text delivery receipts work?
A: Text delivery receipts are reported back by mobile carriers (AT&T, Verizon, T-Mobile, etc.) when the SMS reaches the handset. If a phone is powered off, out of cell service, or has a disconnected number, the status will reflect queued or failed.

Q: Can a family member resubscribe after replying STOP to a text message?
A: Yes. Recipients who texted STOP to opt out can easily opt back in by replying START or UNSTOP to the district's short code or sending number. Administrators can also manage email and phone status via the Unsubscribe/Resubscribe button on the activity page.

Issue: Widespread 'Bounced' or 'Dropped' status on email broadcasts.
​Solution: A high bounce or drop rate typically points to outdated contact records or email domain security filters. Verify that student and parent email addresses in your SIS are current. In addition, ensure your district has configured SPF, DKIM, and DMARC DNS records so recipient mail servers recognize Edlio as an authorized sender.

Issue: Voice call reports show 'No Answer' or 'Busy'.
​Solution: The telecom provider attempts connection and detects carrier signals. If a voicemail system answers, the call is recorded as delivered to voicemail. If no carrier pickup occurs before timeout, the system logs the attempt accordingly.

Issue: Metrics appear delayed after a large district broadcast.
​Solution: Broadcasts to tens of thousands of recipients are queued and throttled to comply with carrier rate limits and prevent spam blocking. Allow 15–30 minutes after transmission for full delivery receipts to populate the table.

If you observe anomalous delivery failures or unexpected drop rates, contact Technical Support or open a ticket with Eddy in your admin dashboard for a detailed carrier log inspection.