When You Haven't Received Client Communication Data
When you see the message “We haven’t received any communication data for this client since [Last activity date].” it means that Knownwell is not currently ingesting emails for this client. In most cases, it’s a simple configuration issue. Take the actions below for troubleshooting:
Most Common Fix :
- Confirm the client is active.
- Make sure the client still appears on your active client list.
- Verify the email domain.
- Confirm that the domain Knownwell is monitoring matches the domain you use to communicate with this client. (I.e. their email address domain matches what is in your active client list. Even a domain off by one character can make a big difference).
If the above does not resolve the issue, check this less common scenario:
- Email address not included for ingestion.
- The specific email user may not be included in the email ingestion list.
- Duplicate records blocking data.
- Previously, duplicate client records could block ingestion. This should no longer be an issue, but flag it if everything else checks out.
If you’ve verified the above and the message persists, reach out to success@knownwell.com or submit a support ticket with the Client Name and Last Activity Date so we can take a deeper look.