NextGen Knowledge Center

Review and Resend Failed Messages

When secure messages fail to send to patients, you can receive message delivery failure notifications with the reasons for failure in the Communications Outbox view. The Delivery Failed and Partially Delivered icons appear next to the corresponding messages. You can resend both failed and partially delivered messages to patients. However, you cannot edit the subject, content, and recipients of the message. To ensure successful resending, you must review and resolve the reasons for the message delivery failure before resending.
  1. Open NextGen® Enterprise EHR, and then select Inbox.
  2. In the Workflow window, select Patient Portal tab.
    The Inbox section opens under Communications.
  3. To view failed and partially delivered messages, select Outbox, right-click anywhere in Outbox, and then select Show Only Failed Items.
  4. To review the reasons that a message failed, right-click the failed message, and then select Open.
    The Delivery Failure Reasons section appears within the message and displays the patient name and reasons for message failure.
  5. To resend a message, do one of the following:
    • Right-click the failed message, and then select Resend.
    • Right-click the failed message, select Open, and then select Resend.
    If your message has any unresolved errors, a message appears prompting you to resolve the corresponding errors before you resend.
  6. To continue to resend the message, select Yes.
    A confirmation message appears.
See also
Message Statuses in the Inbox and Outbox View
Review and Resend Failed Messages