Problem ❌

I am using a hashtag to text in an issue, but the card does not appear or it does not appear on the correct List.

Solution ✅

Check the Phone Number

Make sure you are texting the correct number associate with the board. This phone number can usually be found on the header of the Voice Page

Check the Default List

Texts submitted without a proper hashtag will appear under the Default List indicated by this icon:

Check that the hashtag is formatted correctly

Hashtags cannot contain spaces
Hashtags can only contain alphanumeric characters (no special characters)
Hashtags must be unique across unit/entity (this includes measure survey hashtags)

Check that the List is assigned a hashtag correctly

A hashtag must be properly assigned to a list through the 3-dot menu.

select the 3-dot menu
select Edit List
add/edit the hashtag and SAVE

Check that a text or image follows the hashtag directly

Simply texting the hashtag alone (just the text "#imin" or just the text "#huddle") will not create an issue card. LENS recognizes the valid hashtag, but does not see any text associated with it to populate the Issue card. Instead of only texting the hashtag, try to follow the hashtag with the text or image you want to see on the face of the Issue card.

For example,

the text #kudos is not a valid text message for an issue card ❌

the text #kudos wonderful! is a valid text message for an issue card ✅

the text #imin is not a valid text message for an issue card ❌

the text #imin Aya is a valid text message for an issue card ✅

If all else fails,

Do not hesitate to reach out to us through the Help Button or at lenssupport@safeandreliablecare.com 😊