Troubleshooting Steps
Check your View and Filter settings in My Intake — the message may be routed to a different view (e.g., Unassigned or All).
Verify the sender used the correct Direct address for your organization.
Ask the sender to confirm the message was successfully sent on their end.
Check whether an Intake Rule may have routed the message to a different view.
Still Not Found?
Please ask to speak with a member of the Kno2 Healthcare Network Services (HCNS) team and provide the Direct messaging address and contact details for the community partner. The Kno2 HCNS team will review the sender's Direct messaging address and escalate to the appropriate resources as necessary.