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Processing Invalid Email Address Update

Invalid email addresses are email addresses that are formatted incorrectly or are incorrectly transcribed when a client attempts to update their email address via the DTAConnect Mobile App or the DTAConnect.com platforms. Any error in the email address means that an email sent to the client will not be successfully delivered.

When a client updates their email address and it fails to receive Department emails, the action type, Process Invalid Email Address Update, will populate.  It is important to correct this invalid email address as soon as the correct information is known to DTA. 

 

Important

Due to the enhanced technical features in the DTAConnect Mobile App and DTAConnect.com platforms, Processing Invalid Email Address Update actions will be rare.

 

 

Process Invalid Email Address Update

  1. Go to My Actions in BEACON

  2. The Business Group should be automatically coded to Front Office Group

  3. Click Get Action

  4. The action generated will be displayed

  5. Click the Play icon to begin the action

Graphical user interface Description automatically generated

 

  1. The IVR/Mobile Request – Invalid Data screen will appear
  2. Review the email in the Email box under the Requestor section
  3. If you cannot decipher the email, use the Details box to determine if there is any information that can be used to assist in obtaining the correct email address
  4. If you cannot decipher the correct email address by completing steps 7 and 8, cold call the client three times using the client’s telephone number and preferred language listed in the Requestor section to ask the client what their correct email address is

Graphical user interface, Word Description automatically generated

  1. If the client answers, enter in the corrected email address in the Email box under the Requestor section

  2. In the status box, select Re-process

  3. If you do not get in touch with the client, select Cancelled from the Status box

Graphical user interface, application, Word Description automatically generated

 

Important

The Status type will be defaulted to Failed.  Once you complete the action, you must only choose Re-Process for successful email address updates or Cancelled for unsuccessful email address updates.  If Re-Process is selected and the email address format is still invalid, a warning notice will appear stating the email address is incorrect. You will not be able to end the action unless the email is corrected, or the Status field is changed to Cancelled.

 

 

  1. Click Save
  2. A warning message will appear

 

  1. X out of the IVR/Mobile Request – Invalid Data screen, the action will be automatically completed.

 Last Update: December 23, 2021