This page covers features gated by Admin-tier permissions — typically Settings access. Admins have these by default; your administrator can adjust who has them in Settings > Team.
Viewing notification logs
The Notification Log lists recent notifications across every order. Open Settings > About and click View SMS Log in the SMS section to reach it. The page shows the last 3 months and starts filtered to SMS. Switch the Type filter to Email to see emails instead. Each row shows:Sending a one-off message
If a customer didn’t receive a notification, you can send them a fresh email or SMS from the order. Open the order, find Notification Logs, and click Send. Choose email or SMS, write your message, and send it. The message is logged against the order so you have a record. The same Send button exists on events. There, you can also click Insert placeholder to drop details from the quote into your message, with the real values filled in as it sends. See Sending a Proposal. Digital Florists holds back repeats of the same automated notification to the same recipient on the same order, so re-triggering the event may not send it a second time. If the customer needs the message straight away, use the Send button on the order. A freehand message goes through every time.Choosing who it goes to
The Recipients area lists the people on the record for each channel you’ve picked: under Email for anyone with an email address, and under SMS for anyone with a mobile number. Tick each person you want on each channel. Send stays unavailable until one channel is complete: a recipient and a message, plus a subject for email. The greeting follows your ticks. Tick one person and the message opens with their first name. Tick more than one and it opens with Hi there. Before you tick anyone, it uses the customer’s first name.Troubleshooting messages that couldn’t be sent
Start by working out which tool was meant to send the message.1
Was it a built-in event?
A standard message such as order confirmed, out for delivery, ready for collection or invoice sent is a notification, and its record is on this page. A message you set up yourself, such as a custom follow-up or anything not in the event reference, is an automation. Check Automations Logs for those.
2
Read the status and reason
Open the order and find the message in its history. The status tells you whether it went, and the reason underneath tells you what to fix. The tables below cover the common reasons.
3
Still not sure?
The order’s message history lists every message for that order, notifications and automations alike, with its status and timestamp. If there’s no entry at all, the event is switched off for that channel.
Email failures
SMS failures
The SMS log reports a clear reason for each common failure. Match the reason to the fix below.Messages that read Not sent
When a message reads Not sent, something in your settings or on the order kept it in. Work through these in order until you find the one that applies.- Check the event is enabled. Go to Settings > Advanced > Notifications and make sure the event is switched on for the right channel.
- Check customer preferences. The customer may have Opt out of notifications ticked on their profile.
- Check order preferences. The order may have Do Not Send SMS & Email Notifications ticked.
- Check order type rules. The notification may be excluded for that order type (for example, funerals excluded). See Advanced on the event.
- Check the funeral default. New funeral orders start with notifications off when Funeral orders start with notifications off is switched on under Funeral orders in Settings > General > Taking orders. Open the order and untick Do Not Send SMS & Email Notifications to send.
Business notifications (invoices, statements, receipts) and system notifications bypass customer and order opt-outs. If those still aren’t sending, the event itself is probably disabled.
Understanding notification statuses
When you see Not sent, nothing has gone wrong at your end. You’re looking at a message your own settings or the order itself kept in: an order type you’ve excluded from that notification, a customer who has opted out, or a collection message on a delivery order.
Common questions
A customer says they didn't receive a notification
A customer says they didn't receive a notification
Open the order and find the message in its history. Sent means it left Digital Florists, so ask the customer to check their spam or junk folder. Could not send and Not sent both carry a short reason telling you what to fix, and if there’s no entry at all, the notification is switched off for that channel.
Can I see exactly what was sent to the customer?
Can I see exactly what was sent to the customer?
When viewing an order’s notification history, click a log entry to see the rendered message. The Notification Log in Settings is read-only. It’s there for searching and spotting failures across all orders.
How far back do the logs go?
How far back do the logs go?
The Notification Log shows the last 3 months. For anything older, check the order itself, which keeps its own notification history.
Can I export notification logs?
Can I export notification logs?
Not as a spreadsheet. If you need a record of a specific notification, view it from the order’s notification history and copy the content.
Why did a notification send twice?
Why did a notification send twice?
A status that changes back and forth fires the event again, and each one is a fresh trigger for the message. A freehand message from the Send button goes through every time.
What’s next?
Notifications Overview
How the notification system works and how to enable or disable events.
Events Reference
Every notification event and what triggers it.
Templates & Branding
Edit what your notifications say and how they look.
Automations Logs
View logs for your automated actions.