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Diagram of how data gets to W2H and how is it processed
Troubleshooting incorrect messaging
If a participant contacts the study team and believes that they met their target from the previous day, there are a few steps you can take to understand where the breakdown is occurring. Go to Manage Data > Hidrate Spark and filter on the participant, and the timestamp for the date in question. If the data with the highest amount was received in W2H after 4am the next day, you will need to manually re-run event logic. If the data with the highest amount was received in W2H before 4am the next day, please file a support ticket at http://support.waytohealth.org. If you see a global issue (affecting multiple participants within the same day), please file a support ticket with W2H. All other issues should be escalated to Hidrate Spark support.
*If the message is sent via text message, the message will go out at 4 AM EST. In most cases, the study team should configure participant messaging windows to only be sent between certain hours of the day. For example, the participant only can receive messages from 8am-10pm. WTH will queue and hold the message to be sent later in the morning in those cases. If you want to include the data and participant goal variables in messaging, your only option is to build this messaging on the Collect Data event itself. Those variables are not currently available on "Add Logic" events. This is a current limitation of the platform, which we hope to address soon.