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Why wasn't my customer sent an email from my campaign?

There might be a few reasons for your customers aren’t being sent emails when you expect them to.

1) Not all conditions matched at sending time

Before sending emails to your customers, we first make sure that they match all conditions. This includes:

  • The trigger segment for segment-triggered campaigns and
  • …any filter segments or action conditions.

An end-user must match all of these to be sent a message. Check to see if your customer matches all segments and conditions being applied to the campaign and email, and that the conditions are what you need them to be.

2) Your customer was in the trigger segment(s) before the campaign started

In the past, segment triggered campaigns were forward-looking by default, which means that emails were only sent to people who entered the segment after campaign start.

If they were already been in the trigger segment(s) when the campaign was started, they wouldn’t get the emails.

However, you now have the option to include people who are already in your trigger segment(s) when you start a campaign; it’s available on the Review page:

Future matches only means that only people who enter the trigger segment(s) in the future get messages, while Existing and future matches includes everyone already in that segment as well as future matches.

If your campaign has already started and you would like to include the people who were in the trigger segments before that, please contact support and we’ll get you squared away.

3) Your customer 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. So if they haven’t received a particular message, they may have entered the campaign before, but have now left and can’t re-enter.

It’s possible to change a particular campaign such that customers can re-enter it. Our Technical Support team needs to do this for you, so let them know!

Please be aware that your customers must first exit and re-enter the trigger segment(s) before they can be entered into the campaign again.

None of the above?

If this hasn’t helped you troubleshoot, please let us know! We’ll be happy to help.