The Outreach tab on a client's page is the full history of every message your organisation has sent that person, newest first, with an honest record of what happened to each one.
This guide is only about reading the tab. Sending is covered in How to send a message to a client, the How this person engages panel at the top of the tab has its own guide, and editing or resending a message has another. Messages that arrive from clients across your whole caseload live in the Messages inbox, not here, and referrals and signposts sent to services are on the client's Services tab.
Open the tab
In the Case Management sidebar, select Client cases.
Open the client you want.
Select the Outreach tab.
While the history loads you will see Loading messages....
What is on the tab
At the top there is the heading Outreach and, on the right, a Send message button.
Under that sits the How this person engages panel, which summarises whether this person actually responds to what you send.
Below the panel is the message history. If nothing has ever been sent, you will see No messages yet. and a Start a message button instead. If you opened the tab from inside a single case, the wording narrows to No messages on this case yet.
Read a message card
Every message is one card, newest at the top. From left to right along the top of the card:
The channel it was sent on — Sms, Email or Whatsapp.
An Automatic reminder or Automatic badge if the system sent it rather than a person.
Who it went to — to followed by the phone number or email address, and cc followed by any copied addresses.
On the right, the delivery badge — what is known about what happened to it.
Underneath:
the subject, if the message had one (emails do, texts do not);
the message itself;
the date and time it was sent, followed by , reply enabled when the client was given a way to reply;
a red warning line, on messages that need attention, carrying the provider's own words about what went wrong;
a Replies (1) block when the client has answered, showing Client replied (Sms) with their words, the time it arrived, a blue New marker while it is unread, and a Mark seen button.
Select any card to open the full message.
What each delivery badge means
The badge is deliberately cautious. Joy only says a message was delivered when a provider actually told us it was delivered, so most badges describe what we know, not what we hope.
Queued — the message has been created but the provider has not answered yet. Nothing is confirmed.
Accepted by mail server (email) — the mail server took the email. That is not proof it reached the inbox: a bounce or a rejected address afterwards is invisible to us.
Sent to network (SMS) — the SMS network accepted the text. Depending on your provider set-up, we may never learn whether it reached the handset.
Sent to WhatsApp — WhatsApp accepted the message and we are waiting for WhatsApp to confirm it reached the handset.
Delivered — a provider confirmed the message reached the client's device. This is real evidence.
Read — the client's device reported the message as read. Also real evidence.
Not sent — no address — there was no phone number or email address on file, so nothing was sent at all.
Failed — the provider refused the message, so the client was not contacted. The reason appears on the card.
Not sent (test data) — the message was recorded as test data and deliberately never sent to the client.
Unknown — no provider answer — the provider never answered, so we cannot say whether it went. Treat the client as not contacted until you check or resend.
Unknown — do not resend — a send attempt started but its outcome was never recorded. It may already have gone, so it must not be resent.
Historical — unverified — imported from the previous Joy system. Its delivery was never verified here, so treat the outcome as unknown.
Sms failed — sent by email (or the reverse) — the first channel did not work, so the message went out on another one. Open the other message to see what is known about that send.
Open any message and the same sentence is spelled out in full underneath the badge, so you never have to remember what a badge means.
Why "sent" is not the same as "they got it"
Three of these badges — Accepted by mail server, Sent to network and Sent to WhatsApp — mean only that a provider took the message from us. They are drawn with a dashed outline for exactly that reason: at a glance, an acceptance must never look like a confirmed delivery.
If it matters clinically that the person actually received something, look for Delivered or Read, or for evidence in the How this person engages panel that they opened a link or replied. If neither is there, treat the message as unconfirmed and follow up another way.