Why did my campaign not send someone a message?
UpdatedFor one reason or another, people may not receive messages because they don’t enter your campaign at all, or they do enter, but skip messages on the way. If a customer received or didn’t receive a message from your campaign, there might be a few reasons for that.
1. Not all conditions matched at sending time
Before sending messages to people, we check your campaign’s exit conditions. For example, if your exit condition is “They stop matching the trigger segment or filters,” then people will not receive the message if:
- they no longer meet the segment conditions set in your trigger or
- they no longer meet the filter conditions
You can also add action conditions to a message to limit who receives the message. If a person doesn’t meet the action conditions, they won’t receive the message. You’ll see this listed on a person’s journey for the campaign.
2. Your campaign is set to send to future matches only
When you activate a segment-triggered campaign, you can choose to include people in your workspace who currently match your campaign conditions. If you don’t, we’ll only send to future matches.
If you just started your campaign and want to go back and include current matches, stop your campaign. Then click Restart and choose “Current people and future additions.” Otherwise, you can duplicate the campaign, create a new data-driven segment that targets people before the start time of the other campaign, and update the trigger criteria to include this segment. Make sure you choose “Current people and future additions” before activating your new campaign.
3. This person has already been part of this campaign
By default, customers can only enter segment-triggered campaigns once. Even if they leave the trigger segment(s) and re-enter them at a later time, they won’t re-enter the campaign.
If you want people to re-enter the campaign and receive messaging again, change the frequency setting of the campaign.
4. Your messages are set to “Queue Draft”
By default, messages are set to draft in your campaigns. Update them to send automatically then send any drafts manually to ensure all of your campaign’s audience receives the messages.
None of the above?
If this hasn’t helped you troubleshoot, please let us know! We’ll be happy to help.
