How to track families' engagement with Connect

1. In Connect: Educator, select the Access Issues tab from the left menu

2. Use the drop-down filters under "Access Issues" to select the Session and/or class you are leading.

3. You will be able to see the total number of families with access issues at the top. The categories are:

   1. Total Connect access issues- Issues accessing Connect: Family

   2. Total text delivery issues- Issues with failed text message delivery

   3. Total email delivery issues- Issues with failed email delivery

   4. Total opt-out- Total number of families who have opted-out of receiving texts and emails

Check on an Individual Student

Search for your student’s name on the student list to track engagement or identify issues. You can see the text delivery status for each student.

• Check their Text Delivery Status:

  • If "delivered," then device with the on-record phone number should have received the text.

  • If "queued," "accepted," or "sent," then the text should be delivered soon.

  • If "failed," then the phone number may be invalid.

  • If “undelivered” then the message was not accepted by the families cell phone carrier

  • If "opt-out," then the family will not receive text messages. You can re-enable texts and set the Reminder Type in the Edit Profile section.

• You can also see a list of delivery issues by clicking on ‘Total text delivery issues’ icon along the top

• You can access a child's profile by clicking their name. From the profile, you can:

  • Edit contact information, reminder type and frequency.

  • Access their Connect app and Salesforce profile (Springboard full time staff only).

  • Access their SMS conversation.