Account Activation Invite
Purpose - Set password and access App
Who can receive this - Everyone
Triggered by - Admin User
How delivered - Email
Notes: Can only be triggered by an Admin User
Reset Password
Purpose - Reset Password
Who can receive this - Everyone
Triggered by - Reset Password functionality
How delivered - Email
Notes: Can be triggered by a User or Admin Engineer. Will only work if the user has previously being invited to activate their account.
Invoice Summary
Purpose - Providing a summary of the invoices the user has received or created. Showing how much to expect to be debited or credited to their account.
Who can receive this - Care Workers (Helpers) and Billing Recipients
Triggered by Scheduled billing run
How delivered Email or alert in the App
Notes: Care workers are only sent this every scheduled cycle.
Care Team Updates
Purpose - To share the price and Care Worker contract with all parties
Who can receive this - Billing recipients, Members, Authorised Representatives
Triggered by New Care Worker Contract upload
How delivered - Email
Notes: This functionality keeps all parties up to date with contract prices that are set
Vacant Visit (New Opportunity)
Purpose - To let Care Workers know about a new vacant visit opportunity and get them to respond to the request to fill the visit
Who can receive this - Care Workers
Triggered by - Staff member sends new visit invitation from the Administration Dashboard
How delivered - Pushed to App or Email
Notes: These messages are sent in real time to advertise vacant visits and can be sent to multiple Care Workers
Visit Reminder
Purpose - To remind Care Worker of a visit coming up
Who can receive this - Care Workers
Triggered by - System one hour before the visit
How delivered - Pushed to App and email
Check In Reminder
Purpose - To remind the Care Worker to check into a visit
Who can receive this - Care Workers
Triggered by - System
How delivered - Pushed to App or email
Check Out Reminder
Purpose - Who can receive this? - Care Workers
Triggered by - Completion of visit
How delivered - Pushed to App or email
Survey Invite
Purpose - To gather information and feedback from Members and Auth Reps
Who can receive this - Members and Authorised Representatives
Triggered by - Staffer sets up a survey then the system send it on the defined schedule
How delivered - Email or SMS
Notes: Regular surveys allow proactive care management (see information on Surveys)
Ticket Assigned
Purpose - To let the Staffer know they have been assigned a ticket.
Who can receive this - Staffers - All
Triggered by - A ticket that has been assigned to a staff member
How delivered - email
Notes: Tickets enhance internal workflows and allow effective communication between teams.
Ticket Mention
Purpose - To let the Staffer know they have been mentioned in a ticket.
Who can receive this - Staffers -All
Triggered by - A mention of the staff member in a ticket that has been created
How delivered - email
Ticket Reply
Purpose - To let a staff member know they have a new comment on a ticket
Who can receive this - Staffers - All
Triggered by - A ticket a staff member is assigned to as an updated comment
How delivered - email
Invoice Generation Complete
Purpose - To let the Staffer know the Billing run has finished generating the weekly invoices
Who can receive this - Finance Staff
Triggered by - Billing run invoice generation
How delivered - email
Billing Run Published
Purpose - To let the Staffer know the Billing run has published the invoices.
Who can receive this - Finance Staff
Triggered by - The publication of the billing run
How delivered - email
Account Balance
Purpose - Provide the current account balance and link to view account transactions
Who can receive this - Billing Recipients
Triggered by - Billing run cycle
How delivered - email
Notes: If the membership has an active account, they will receive this. If not, they receive the invoice summary email
FAQs
How can I update my notification settings?
Notification settings are toggled separately for admin and care app users.
Admin app
Open your Notifications by clicking on the bell icon at the top of your side navigation window.
Click Settings
3. Update your notification preferences and save your changes.
Care App
Open the Notifications page from the bottom menu
Tap the Settings button
3. Update your notification preferences. Toggle changes will automatically save.
Why am I not receiving push notifications from Lookout even though they are enabled?
Your device settings may override Lookout's notification settings. If you didn’t allow Lookout to send notifications during the initial setup, this could be why you're not receiving them.
To check, go to your device’s notification settings for the Lookout app. On some operating systems, if you selected "Not right now" during setup, the notification option may not appear at all. If that happens, try reinstalling the app to reset the permissions.
Why am I not receiving email notifications from Lookout even though they are enabled?
If you're not receiving expected emails from Lookout, follow these steps to identify and resolve the issue:
Check your Spam or Junk folder
Look in your spam, junk, or “Promotions” folder (if using Gmail)
If found, mark the message as "Not Spam" and move it to your inbox to train your filter
Verify your email address
Confirm the email address stored in your Profile (via Profile Search on the admin app).
Only app users can receive email notifications.
Review notification settings. Ensure email notifications are enabled for the alerts you're expecting.
Check for email delivery issues in the admin app
Access the Email deliveries page by clicking on the three dots next to your name within the side navigation window.
Look for failed email delivery, use the email address as the Recipient and apply filters.
If you find any failures, contact a Lookout Admin for help resolving delivery issues or clearing bounces.
