Users stopped receiving Flex Insights scheduled emails – Twilio Support

Issue

Recurring scheduled emails from Flex Insights stop being delivered to some or all recipients.

Twilio Flex, Flex Insights

There are two common reasons this happens:

Creator unsubscribed from the scheduled email

Scheduled email delivery for dashboards and reports is tied to the email subscription status of the user who created the schedule. If that creator unsubscribes, delivery stops for everyone on that schedule, not just for them.

For example, if Jim creates a scheduled email and adds Pam and Dwight as recipients, and Jim later unsubscribes from that scheduled email, Pam and Dwight will also stop receiving it automatically, even though they did not unsubscribe themselves.
Recipients don’t have access to a private dashboard

If the dashboard is private, each recipient must:
- Be a member of the workspace, and
- Have the dashboard explicitly shared with them
If the dashboard is not shared with a user, that user will not receive the scheduled email, even if they are listed as a recipient in the schedule.

If the creator unsubscribed:
- Ask the original creator of the scheduled email to re-subscribe to that specific scheduled email.
- Once they re-subscribe, delivery will resume for all recipients on the schedule.
If the dashboard is private and recipients aren’t receiving emails:
- Confirm each intended recipient:
  - Is part of the relevant workspace, and
  - Has the private dashboard shared with them.
- After access is granted, scheduled emails should start arriving for those users.

Have each recipient create their own scheduled email for the dashboards or reports they need, rather than sharing a single schedule. This way, one user unsubscribing will not affect delivery for others.
For private dashboards, verify that:
- All intended recipients are in the correct workspace, and
- The dashboard is shared with them before adding them as scheduled email recipients.