Troubleshooting Sending Family Portal Onboarding Emails

Gareh
Gareh
  • Updated

Issue:

When onboarding clients to AlayaCare's Family Portal, you may want to attach a PDF document containing Family Portal instructions to the onboarding email, but the system does not support file attachments in the onboarding email template.

Key points:

Attachments are not supported in the Family Portal onboarding email. 

Solution:

To send a PDF, upload it to an online location and include a hyperlink in the email template.

1. Confirm client status

  • The Family Portal onboarding email is triggered when the client status changes from Pending to Active.
  • Ensure that the client is marked as Active before the onboarding email is sent.

2. Verify email settings

  • Go to the Settings page in AlayaCare.
  • Locate the Family Portal Email Template.
  • Ensure that the option Send an email notification when a client is onboarded is checked.

3. Content of the email

  • The onboarding email can include a summary of Family Portal features and any important hyperlinks to resources.

4. Sending additional instructions

  • You cannot attach PDFs or other documents directly to this email.
  • If you need to send an extensive PDF (e.g., a detailed step-by-step guide), you may need to send it via a separate manual email.
  • Alternatively, include a hyperlink to the PDF within the onboarding email, provided the document is hosted online.

5. Expected behavior

  • Clients will first receive an email to set up their account and password.
  • Once logged in, they will receive the onboarding email if it is configured to be sent.

6. Further support

  • If you’re unsure about the status or content of the email, test it by setting up a client in a staging environment to confirm the behavior before sending it to clients.
  • For more detailed guidance, please review the following article Family Portal Overview.

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