Incoming Text Notifications Missing or Not Appearing for Admissions Advisors

Symptom

An admissions advisor is not seeing a notification for incoming student text messages, or believes they missed a student's text entirely.

How Text Notifications Work

There are two types of text numbers in Verity CRM, and they behave differently for notifications:

• Campaign Phone Numbers — Notifications for messages sent to a campaign number go to all team members sharing that number. Once any one user opens the message, the notification is cleared for everyone on the team.
• Individual / Direct Numbers — Messages sent directly to an advisor's assigned number generate a notification only for that specific advisor.

Common Cause: Notification Cleared by Another Team Member

If the advisor uses a shared campaign number and a colleague already opened the message, the notification will have been cleared from the advisor's view even though they did not personally read it.

Resolution

1. Confirm whether the student texted a campaign number or the advisor's direct number
2. If using campaign numbers, establish a team protocol so messages are not inadvertently cleared before being responded to
3. If using a direct number and notifications are still not appearing, document the student name, date, and approximate time of the message, then contact Portico Support for investigation

What Support Can Verify

Portico Support can confirm on the backend whether a message was delivered and whether a read notification was sent. When contacting support, provide a list of specific student names and dates for review.