Witlingo is committed to doing what it can to ensure that everyone in its ecosystem has a positive experience, including partners, admins, staff, members, and community members.
In some client arrangements, a third party manages the direct relationship with platform users and community members. For clarity, this page refers to that third party as Level-One Support and to users of the Witlingo portal and mobile app as admins.
This guidance outlines the information that is most helpful when a case is escalated from Level One Support to Witlingo, what Witlingo is able to investigate, and where the limits of its visibility begin.
Where Witlingo does not directly own the relationship with admins or members, Witlingo provides Level-Two support to its Level-One partners, while the partner provides Level-One support to admins and members.
This means Witlingo can investigate platform records, notification records, member configurations, and telecom provider delivery records. Witlingo cannot directly verify what happened on a member's personal phone, voicemail, text inbox, device settings, or carrier account.
When a concern is escalated, Witlingo can review available system and provider records, including:
| Area | What Witlingo Can Review |
|---|---|
| Member setup | Phone number, community, language, channel settings, opt out status |
| Notification record | Message sent, date, time, recipients, channel used |
| Text delivery | Provider delivery status where available |
| Phone call delivery | Call status, completion status, voicemail related indicators where available |
| Platform behavior | Whether Witlingo attempted to send the message or call |
| Patterns | Whether the issue appears isolated or broader |
This information usually allows Witlingo to determine whether the platform attempted delivery, whether the telecom provider accepted or completed delivery, and whether there are visible configuration issues.
There are parts of the member experience that Witlingo cannot directly inspect.
For example, Witlingo usually cannot determine firsthand whether:
- A member checked the correct message thread.
- A member deleted a text.
- A member's phone blocked or filtered a message.
- A member's phone was off or out of service.
- A call rang but was missed.
- A call went to voicemail and the member did not notice it.
- A member changed phone numbers.
- A member was looking at email instead of SMS.
- A member expected the message to come from a different number.
- A device setting silenced, filtered, or hid the notification.
- These items are outside Witlingo’s direct control and visibility.
When an admin reports that a member “did not receive” a text or phone call, that phrase can mean different things in different situations.
For example:
- The message may not have been sent.
- The message may have been delivered but not noticed.
- The member may have checked the wrong location.
- The phone number may be incorrect.
- The channel may be turned off.
- The member may have opted out.
- The call may have gone to voicemail.
- The phone may have blocked or silenced the call.
- The member may have received a call but not recognized it.
This is not about assuming anyone is wrong or deceptive. It is about making sure that the data points mean the same thing to everyone involved.
A statement such as “the member did not receive it” is useful as an initial report, but Witlingo needs more detail to investigate the issue properly. The more such details are provided upfront, the faster the Witlingo team will be able to converge towards helping the partner pinpoint the issue.
When a case is escalated to Witlingo, the following details are especially useful:
| Information | Why It Helps |
|---|---|
| Community name | Identifies the correct account |
| Member name | Identifies the correct member record |
| Member phone number | Confirms the number being investigated |
| Notification name or subject | Identifies the exact message or call |
| Date and approximate time | Helps match logs and provider records |
| Channel involved | Text, phone call, email, app, or other |
| Admin’s report | Captures what was reported |
| Member's specific statement | Clarifies what “did not receive” means |
| Whether others received it | Helps distinguish isolated vs. broader issues |
| Health Checker findings | Provides useful system context |
| Witlingo Assistant guidance, if used | Shows what troubleshooting paths were already considered |
| Screenshots or notes | Adds context where available |
The more complete the escalation, the more effectively Witlingo can provide Level-Two support.
It is useful to distinguish between a complaint involving one member and a complaint involving many members.
If the issue appears to affect one member but not others in the community, the most likely causes are often specific to that member's record, phone, carrier, or device.
Common possibilities include:
- Incorrect phone number.
- Changed phone number.
- Text or call channel turned off.
- Opt out status.
- Blocked sender or caller.
- Phone out of service.
- Voicemail behavior.
- Carrier filtering.
- Member checking the wrong place.
- Device notification settings.
- Landline or unsupported number type.
In these cases, Witlingo can still review the system and provider records, but the issue may not be something Witlingo can resolve technically if records show the message or call was successfully delivered.
If multiple members in the same community appear affected, the issue may require deeper review.
Possible causes may include:
- A notification configuration issue.
- A channel setup issue.
- A provider delay.
- A platform issue.
- A broader carrier issue.
- A send event that did not execute as expected.
These cases are usually stronger candidates for escalation to Witlingo Level-Two support, especially when accompanied by specific examples.
The Witlingo Health Checker may contain useful information when investigating member notification concerns.
It may help surface information such as:
- Whether the member has a valid phone number.
- Whether the relevant channel is enabled.
- Whether the member has opted out.
- Whether delivery was attempted.
- Whether any known issue appears in the member setup.
- Whether something about the record looks incomplete or unusual.
- Including Health Checker findings in an escalation helps Witlingo understand what has already been reviewed by the partner.
Level-One support partners may also find the Witlingo Assistant useful when reviewing notification complaints.
The Witlingo Assistant is continually trained to provide help, guidance, and troubleshooting tips. It can suggest what information to check, what questions may clarify the issue, and what details may be useful if a case needs to be escalated.
Examples of useful prompts include:
- “Member says they did not receive a text. What information should be checked?”
- “Member says they did not receive a phone call, but the system shows the call completed. What might explain this?”
- “Admin says several members did not receive a notification. What details should be gathered before escalation?”
The Witlingo Assistant does not replace Level-One or Level-Two support. It is an additional tool that may help organize the investigation and improve the quality of escalation notes and hence reduce time to resolution.
If Witlingo’s official telecom provider records show that a given text or phone call was successfully delivered, Witlingo’s ability to take further technical action is limited.
Witlingo can still provide advice, context, and possible explanations to the partner. However, if the provider records show successful delivery, the remaining issue may be outside Witlingo’s platform control.
For example:
- If a text is marked as delivered, the next area of inquiry may be the member's phone, message thread, blocked numbers, carrier filtering, or whether the member was checking the correct location.
- If a call is marked as completed or answered, the next area of inquiry may be voicemail, missed call behavior, caller ID recognition, phone settings, or whether the phone silenced the call.
- If a member says they did not see or hear the notification, but the provider shows successful delivery, Witlingo can help interpret the records but may not be able to change the outcome after the fact.
Witlingo remains committed to supporting its Level-One support partners and helping ensure that admins and members have the best possible experience.