Common Issues and Solutions
Issue: Activity data seems incomplete or delayed
Solution:
Allow 24-48 hours for all metrics to finalize
Check if any system notifications indicate reporting delays
Verify the selected date range includes all relevant activity
Refresh the page to ensure you're seeing the latest data
Contact support if data remains incomplete after 48 hours
Issue: Metrics don't match between Email & Phone Activity and View Messages
Solution:
Verify that the same date ranges are selected in both reports
Understand that Email & Phone Activity may include system messages not in View Messages
Check for filtering differences between the reports
Allow time for metrics to synchronize across different reporting tools
Issue: Unusual spikes or drops in metrics
Solution:
Check if any large-scale messages were sent during that period
Verify if system maintenance or updates occurred
Look for external factors (school breaks, holidays) that might affect engagement
Compare with historical patterns to determine if truly anomalous
Document findings for future reference and planning
Frequently Asked Questions
Q: How frequently is the Email & Phone Activity data updated?
A: Activity data is typically updated in near real-time for basic metrics, with more complex analytics updating within 24 hours. For the most current information, refresh the page.
Q: How are text message deliveries confirmed?
A: Text message delivery confirmation varies by carrier and region. Generally, the system receives delivery receipts from mobile carriers, but these are not guaranteed. Some carriers provide more reliable confirmation than others, so delivery rates should be considered approximate.
For additional support, contact the Edlio support team through the "Contact Support" option in the footer of the admin dashboard.