Troubleshooting missing family contacts

You can choose to send Pulse surveys to students' families by either a) email or b) email. Each family is sent a unique URL/link for their survey. In order to deliver the survey links, Kelvin needs to have a valid phone number and/or email address for each primary contact. (We only send links to contacts designated as "primary" to avoid sending surveys to neighbors, etc. who might be included in the students' contacts). Typically, we import these contacts directly from your Student Information System (SIS) on a nightly basis through a third-party service called Clever. 

If you see a red warning on the Schedule page that looks like the example below, this means Kelvin is missing the required information to send the links -- either the email address and/or phone numbers. You'll need to work with your team to ensure the correct fields are populating in Clever for your students' contacts. 

Your team will want to check the following in Clever:

  1. The appropriate contacts "type" = "primary" for Clever's "Student Contact(s) v1" 
  2. The contact has a valid phone number (needed for sending by SMS text message)
  3. The contact has a valid email (needed for sending by email)

If you're unable to resolve the issue, you'll need to reach out to Clever's Help Desk to have them help you populate the correct fields. You can contact them directly at support@clever.com

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