This article explains how to configure and troubleshoot SMS notification and consent behavior in Pace Scheduler. You will use this process to make sure users can access schedules, receive only the notifications they consented to, and avoid unexpected SMS delivery issues.

 

SMS delivery depends on both consent and notification settings. If either layer is missing or misconfigured, users may not receive texts, or they may see consent-related prompts that block normal workflow until completed.

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Prerequisites

• You have admin access to your Pace Scheduler site.
• You can access Admin Panel → Message Blasts → SMS Enrollment.
• You can access User menu (top-right) → Notification Preferences.
• You can access department notification settings (site-level notification defaults).
• You have at least one test user and mobile number available for validation.

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Before you begin

• Confirm your current SMS policy.
  • Decide whether your agency uses SMS for message blasts only, or for additional request notifications.
  • If you only use message blasts today, consent updates do not automatically enable other SMS notification types.
• Review known consent behavior.
  • Users who do not consent should remain non-enrolled or opted out.
  • Without SMS consent, users receive no SMS notifications and should rely on email notifications.
• Verify update timing and documentation.
  • Reference release details if needed: https://changelog.pacescheduler.com/sms-consent-329571.

 

SMS behavior is controlled by multiple layers: consent status, department-level notification delivery, and user-level preferences. All three must align.

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Steps

Part 1: Verify and manage SMS consent

1. Open SMS enrollment management.
   • Go to Admin Panel → Message Blasts → SMS Enrollment.
   • Review each user’s enrollment/consent status.
2. Apply consent decisions correctly.
   • For users who consented, mark them opted in on the SMS enrollment page.
   • For users who did not consent, leave them non-enrolled (functions as opt-out).
   • If a user was previously enrolled and needs to opt out, have them reply STOP to a Pace SMS message.
3. Complete carrier opt-in when required.
   • If a user receives emails but not texts, send YES from that mobile number to 855-838-3600.
   • Retest message blast delivery after opt-in confirmation.

 

Part 2: Configure department-level delivery defaults

4. Open department notification defaults.
   • Navigate to your department notification settings page.
   • Set relevant request categories to include text delivery if SMS is desired.
   • If your policy is email-only for a category, keep text disabled for that category.
5. Lock defaults when consistency is required.
   • If you need strict control, lock default notification settings so users cannot override them.
   • This is useful when preventing unexpected text notifications to supervisors or staff.

 

Part 3: Verify user-level notification preferences

6. Check individual user preferences.
   • Have the user click their name/initials in the top-right, then open Notification Preferences.
   • Confirm SMS settings for request submissions, approvals/denials, shift claims, and subordinate request alerts are set as intended.
7. Disable unwanted cross-supervisor updates.
   • In Notification Preferences, uncheck the option for receiving approval/rejection updates handled by another supervisor if not needed.

 

Part 4: Run a controlled test

8. Create a test event.
   • Submit a test request (for example, time-off or overtime) and process an approval/denial decision.
   • For scenario-specific checks (such as Battalion Chief flows), run the exact workflow that users reported.
9. Validate channels.
   • Confirm whether expected users receive email, SMS, both, or neither according to policy.
   • Document results for each test user.

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Confirm it worked

• Users can complete the SMS consent prompt and access schedules without being blocked.
• Opted-out users receive no SMS notifications.
• Opted-in users receive SMS only for the notification categories you enabled.
• Users who should receive email-only continue receiving email without SMS.
• Test requests produce expected delivery behavior at both department and user levels.

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Troubleshooting

• Consent popup keeps reappearing and blocks login.
  • Confirm user consent choice was saved correctly.
  • Collect affected usernames and exact behavior (for example, opt-out not saving).
  • If reproducible across users, escalate as a potential consent validation defect and retest after patch deployment.
• User receives email blasts but no SMS.
  • Verify the mobile number on profile is correct.
  • Verify user is enrolled/opted in for SMS.
  • Send YES to 855-838-3600 from the affected number.
  • Retest with a new message blast.
• Users enabled text in personal preferences but still do not get SMS.
  • Check department-level defaults; they may still be set to email-only.
  • Update category-level delivery to include text, then rerun a test request.
• Unwanted subordinate or daily reminder notifications continue.
  • Review both user-level preferences and site-level routing/override settings.
  • Correct any conflicting setting overriding the user preference.
  • Retest with a fresh request cycle.
• Partial approval notifications are unclear.
  • Validate whether notification text explicitly labels the request as partially approved.
  • If not, escalate for notification-template logic review.

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FAQ

• If a user opts out of SMS, what do they stop receiving?
  They stop receiving all SMS notifications, including submission, approval/denial, and shift claim alerts.
• Can an admin record consent for users?
  Yes. If agency consent already exists, an admin can set consent status on the SMS enrollment page.
• Does the SMS consent update automatically turn on more SMS notifications?
  No. Consent controls eligibility for SMS; it does not auto-enable additional notification categories.
• How do already-enrolled users opt out later?
  They can reply STOP to Pace SMS messages to opt out of future texts.