Troubleshooting Campaigns
Understand why things may go wrong and how to fix them
When sending campaigns, you may face a scenario where you added your targeted lists and segment but your estimated recipients are 0 or there are sending or delivery failures. This article will address common issues and how to troubleshoot them.
Estimated recipients showing 0 or less than expected
Campaign messages are not sent
Your campaign has Sent or Failed status and has sent 0 or less than expected as compared to the targeted recipients
Re-check your targeted recipients: If you have missed this while building the campaign or your targeted segment is dynamic it may change over a period of time, hence you can check the Recipients metric in Campaign report which indicates what was the target audience at the time of sending
Limit maximum recipients: If you have set a max recipient limit when building the campaign, it will restrict sending to that number
Check Failure Reasons Tab in Campaign Reports: Go to Campaign Reports > Failure Reasons to check why your messages are skipped or failed sending
Sending Failure Reasons will prevent all or partial messages of the campaign to be not sent. These can include the following:
Skip/Failure Reason | Description | Troubleshoot |
|---|---|---|
Excluded lists/segments | Contacts skipped as Lists/Segments are selected to be excluded in the campaign | Try recreating a segment with all your inclusions and exclusion segments/lists to check the final recipient count |
Frequency cap reached | Recently messaged contacts have been skipped due to frequency cap | Turn off the toggle under Recipients > Advanced to skip recently messaged contacts. Update frequency cap setting if needed. |
Not subscribed | Subscription attribute of contacts is not marked Subscribed or they have opted out | Update the subscription attribute if you think these are incorrect. Recommend to consider contact subscription |
Suppressed | Recipient identifier i.e.Email / Phone number is suppressed | Check the condition for If contact can receive |
Template inactive or missing | Content template is not in active or published or approved status or is missing | Send again by duplicating and reselecting the active template |
Campaign messages are sent but not delivered
This means that Bird has sent the message but it has not been successfully delivered to the recipient. This may happen due to a variety of reasons.
Check Failure Reasons Tab in Campaign Reports: Go to Campaign Reports > Failure Reasons to check why your messages have failed delivery
