How Lottie notifies you about new enquiries

Overview

Staying informed about new enquiries is crucial for responding quickly and converting care seekers into admissions. Lottie uses multiple channels to ensure you never miss an opportunity to connect with potential residents and their families.

This article explains how you'll be notified when you receive enquiries through Lottie and what to do if you're not receiving notifications as expected.

How you'll be notified

When you receive a new enquiry through Lottie, you'll be notified in two ways:

1. Email notification

You'll receive an email alert immediately when a new enquiry comes through. This email will include key details about the care seeker and their requirements, allowing you to respond quickly.

2. Found

All enquiries also appear in Found, where you can:

• View complete enquiry details

• Access contact information

• Listen to call recordings (where applicable)

• Track and update enquiry progress

• Update enquiry information

• Close enquiries with appropriate reasons

3. SMS

In Found you can enable SMS notifications to get an instant alert via text when a new automated enquiry has been added:

1. Login to Found

2. Visit Settings and Notifications

3. Turn on SMS notifications for new enquiry added

4. Add a phone number to receive SMS notifications

5. Click enable SMS notifications

Setting up your notifications

To receive enquiry notifications, you need to be set up with an Admin, Manager or Staff account on Found. Then you can follow these instructions to update your personal notification preferences or if you're and Admin update your organisations enquiry emails for your locations.

If you haven't been set up with the right Admin permissions, or if you're experiencing issues receiving notifications, please contact our support team.

Troubleshooting notification issues

If you're not receiving enquiry notifications, check the following:

Email Issues:

• Check your spam/junk folder, Lottie emails may have been filtered

• Check with your IT department if emails from Lottie might be blocked or quarantined

Found Access Issues:

• Confirm you have login credentials for Found

• Ensure you have the correct permissions to view enquiries - Admin level access

If problems persist, contact your account manager for assistance.

Accessing enquiries without Found login:

• If you don't have Found login credentials yet, you can still contact enquiries directly using the proxy phone number and 6-digit code in your notification email

• Contact your company Admin to request Found access - they can send you an invite following these instructions

Best practices for managing notifications

To ensure you don't miss enquiries:

• Add hello@lottie.org and support@app.lottie.org to your safe senders list to prevent emails going to spam

• Check Found regularly as a backup to email notifications

• Set up notifications for multiple team members to ensure coverage during holidays and absences

• Respond promptly when you receive notifications, care seekers often contact multiple homes