How Citizen Loop decides who gets a message

When you send, Citizen Loop checks each resident. A resident gets the message only if all of these are true.

1. The resident matches

They live in your city, or in or near the marked area.
They follow one of the topics. With Include everyone in the marked area, topics do not matter.
Everyone follows Emergency Information. You cannot turn it off for a resident.

2. You can reach the resident

The resident has a confirmed channel. Residents confirm email and texts with a link. Mail is confirmed at once.
A new phone number from your resident site gets up to 3 calls that ask the person to confirm.
For an emergency, Citizen Loop can also use a number or address from your city's records.

3. One message per resident

Each resident gets the message one time, by the lowest-cost channel they allow. The order is email, text, phone call, then mail.
A shared phone number gets one call per send.
People at the same address share one letter.

4. The resident's "how often" choice

Choice	What it does to a sent-now or scheduled update
As soon as possible	Gets every update.
Weekly at most	Skipped if they got a non-emergency message in the last 7 days.
Monthly at most	Skipped if they got one in the last 30 days.
Quarterly at most	Skipped if they got one in the last 90 days.
Emergency alerts only	Gets emergencies only.

A newsletter counts as a message in these checks. Skipped updates are not saved for later. To make sure that routine news reaches everyone, add it to the newsletter.

Who never gets a message

Residents who stopped a channel. They get nothing on that channel.
Residents marked as moved away.
Residents who are no longer in your city's records and did not sign up.

Text messages must be on

Text messaging needs setup by Citizen Loop. If texting is off for your city, residents who get updates by text do not get your messages. The portal shows "SMS is off." To turn it on, contact your account executive.