Duplicate sends, grouped shades, and the person counted twice

Incident messages are the least glamorous part of this work and the most likely to be misread. A second push at dawn is often defended as “reach.” On many Android versions it is a grouped shade the person clears as one action. Your export may still add two deliveries and two dismissals.

In a readout last year we asked operations to line up message IDs against device IDs for a single hour. The overlap was not a rounding error. The useful metric for the incident review became “people who received a third, calmer note with a working status link,” which was a much smaller, more honourable number.

If your next outage pack still leads with an open rate, consider a campaign readout before the pack is circulated.