Support
Troubleshooting and how to reach us.
Get help
Contact your Evergrove Healthcare administrator. We respond on business days, usually within one business day. For an outage affecting all messages, say so in the subject line and we'll prioritize it.
Don't include patient information in a support request. No names, phone numbers, message text or screenshots of conversations. Send the HighLevel message ID or contact ID, the time it happened, and the error shown. That's all we need to trace it.
Common issues
| What you see | Why | What to do |
|---|---|---|
| Workflow took Not iMessage | The contact's number isn't registered with iMessage (Android, or iMessage turned off). | Expected. Send SMS on that branch. |
Failed: no_phone | The contact has no phone number in HighLevel. | Add a mobile number to the contact. |
Failed: conversation_awaiting_reply | Three messages have gone to a new contact who hasn't replied yet. This protects the lines from being flagged as spam. | Wait for a reply, or reach them by phone or SMS. |
Failed: conversation_content_restricted | Links and media are held until a new contact has replied once. | Send text first; add the link after they reply. |
Failed: no_reachable_channel | No pool line could reach the contact. | Use SMS. If it happens for many iPhone contacts, contact us. |
Failed: sticky_number_unavailable or number_banned | The line this contact is on is out of service. | Contact us. We'll move affected contacts to a healthy line. |
| No iMessage channel in Conversations | The app isn't installed on this sub-account, or the page needs a refresh. | Reload. If it's still missing, check Settings → Integrations, or contact us. |
| Evergrove iMessage actions missing in workflows | LC Premium Triggers & Actions is off. | Turn it on for the sub-account. |
| A reply didn't show up | Rare delivery delay, or the reply came from a different number than the one on file. | Check for a new contact with the sender's number. If none, contact us with the time it was sent. |
Opt-outs
If someone replies STOP or asks not to be contacted, mark them DND in HighLevel immediately and remove them from active workflows. Blooio also records opt-outs on its side.
Service status
The relay's health check is at /healthz. {"ok":true} means the service and its database are up. If it doesn't load, contact us.