On SMS, communications can sometimes overlap each other, which occurs when two communications are sent in quick succession, and an employee does not have a chance to reply to the first communication. When this occurs, the first communication will not be able to be completed via SMS as your AI Assistant always registers their response as a response to the most recently sent communication. Users will have to access their dashboard if they wish to complete the overlapped communications.

Important logic

• The first communication sent must have at least one required action by the user (question or survey or any content with a required action delay).
  • Note: Documents are exempt because the system will send these as a link, so the user can always scroll up and click the link to complete them.
• The second communication does not need a required action. It can be a simple message or anything else.
• Managers direct messaging while impersonating your AI Assistant will use the same number that communications are sent on, so they can also lead to overlap.
  • Note: If they message as themselves, it will use a different number so it will not impact the communication.

Recommendations to avoid overlapping communications

• Do not schedule multiple communications to be sent on the same date.
  • If multiple communications need to be scheduled on the same day, then try to send the ones that do not require action first.
  • In the case where milestone communications are scheduled to send on the same day, create the one that needs to be delivered later second.

Order of messages sent at the same time

• If multiple communications were created to send at the same time on the same day, then the communication that was created first will send first.
  • Note: The experience noted in the below bullet point can also occur when two separate communications are set to send at the same time on the same day.
• If a communication includes 2+ pieces of content with one sending immediately after the first, then the content should be sent in the order that it was added to the communication (SMS), but it depends on Twilio and/or the carrier. The system will typically include a 0.5 second delay after sending the first piece of content, but at times, the content may be sent out of order.
• Messages will typically get sent in the correct order, but there is a greater chance that an image could get sent out of order.
• Communication Order Recommendation: Create the communication that requires media to be followed by a message first before creating a second communication that only includes a message. This will ensure the highest likelihood that all message content sends in the correct order.