Main reason why a user is not sending out automated messages through Applause is because their Applause account is not set-up and/or aligned correctly with the integration to your CRM with the correct Integration ID. Below is a list to help troubleshoot and some reasons why the automated messages may not be working for a user.
Checklist to help troubleshoot issue:
Is the user set-up with an Applause account?
If not, make sure their email is added into their CRM profile so that their account is auto-created and brought over to Applause and set-up w/ their integration ID
If your account does not have auto-creation of users; add them manually with the +Add User button in the Company User page.
Check to make sure the Integration ID field and associated location inside of Applause for that user's profile aligns with the the right ID for your CRM integration.
Click here for help on finding out what the Integration ID is depending on your CRM
It can also be helpful to look at a user's profile
The "Integration ID" field must match the ID/name that is used within your CRM to tie the automation together with Applause and your respective CRM. In the following example, for Teresa Graham, the Integration ID is "TERESAG". If the field in your CRM that is used for the Integration ID field is the username field, and for Teresa that is "TERESAG", that gets added to the Integration ID field. This ensures the set-up for this user's account can be matched to the services that come over as completed from the CRM.
They are not associated to the correct location. Say you have multiple locations set-up in Applause. The user does jobs out of the "Ogden" branch, however they are associated to the "Salt Lake City". Applause sets up each location to a specific integration to a "branches" based inside your CRM. Applause would not see services coming over as completed for this user in the Salt Lake City branch, but if they were added to "Ogden" then everything would align.
Other reasons that could affect their automation:
The client who was serviced has opted their phone number out of receiving your Applause messages.
Your account has specific filters for certain services, and the user in question is completing these types of services and the integration has a filter set-up to not send out or to send out on specific services.
The user's account has the below permission toggled to "OFF" in their Permissions page of their profile.
Completed service data is not coming over from the CRM to Applause (more widespread and would normally affect all automated requests for all employees in your account)
If we can help verify any of the above for you, please reach out our support team.