---
title: "How do I automatically follow up with contacts who did not open or click in Sarbacane Campaigns?"
description: "Automatically send a second message to the recipients of a campaign depending on whether they opened it or clicked."
url: https://help.sarbacane.com/en/articles/450-how-do-i-automatically-follow-up-with-contacts-who-did-not-open-or-click-in-sarbacane-campaigns
updated: 2026-11-12
language: en
alternates: [es, fr]
---

# How do I automatically follow up with contacts who did not open or click in Sarbacane Campaigns?

Automatically send a second message to the recipients of a campaign depending on whether they opened it or clicked.

To follow up with the recipients of a campaign without doing it manually, create an automated campaign with the Received campaign scenario in Sarbacane Campaigns. The scenario observes an email or SMS campaign and sends a message to each contact based on their behaviour: they opened or not, they clicked or not, or their address is in the bounce list (NPAI) or not.

## Prerequisites

-   A Sarbacane Campaigns licence.
    
-   An email or SMS campaign to observe, with behavioural tracking enabled. Without this tracking, opens and clicks are not measured.
    
-   Email or SMS credits, depending on the type of follow-up.
    

## Steps

1.  On the Sarbacane Campaigns home page, in the Create new campaign block, click Create.
    
2.  Under Automatic campaign, click Select.
    
3.  Under Received campaign, click Select. The scenario editor opens.
    
4.  In the centre of the screen, in the Trigger block, open the campaign selector and choose the campaign to observe. The list shows your 10 most recent campaigns. To find another one, use the search field.
    
5.  In the top right of the Trigger block, click the gear icon. The Settings window opens.
    
6.  In the trigger event field, choose opened / did not open, clicked / did not click, or is / is not in the bounce list (NPAI).
    

**Important** Since the CNIL recommendation on tracking pixels, email opens and clicks are only measured for contacts who have given their consent to the pixel. A contact who has not given it is classed as "did not open" or "did not click", even if they read the email, and therefore receives the follow-up.

7.  In the observation delay field, enter after how many days a contact is placed in the negative branch ("did not open", for example). The default delay is 3 days. Click the tick.
    
8.  The trigger splits into two branches, for example opened and did not open. Below the branch to follow up, click the ••• button, then Add a message.
    
9.  Enter a name, choose Email or SMS and the waiting delay, then click the tick.
    
10.  The templates page opens. Create the follow-up content in the Message and Checks steps.
     
11.  In the top right, click Activate the workflow.
     

**Best practice** Change the subject line of the follow-up. A contact who did not open the first email is unlikely to open the same subject line a second time.

## Expected result

The scenario is active. Each contact receives the message of their branch: contacts in the negative branch receive it once the observation delay has passed.

## Troubleshooting

### Contacts who did not open received nothing

Check, in this order:

1.  The scenario is activated (in My campaigns, a scenario that is not activated shows a deactivated status).
    
2.  The observation delay has passed.
    
3.  Behavioural tracking is enabled in the original campaign.
    
4.  The original campaign is not in plain text format: opens of a plain text email cannot be detected.
    
5.  The contact is not in an opt-out list linked to the scenario or in the bounce list (NPAI).
    

If everything is correct, contact technical support.

### Contacts who read the email still received the follow-up

These contacts have probably not given their consent to the tracking pixel: their opens and clicks are not measured, and they are placed in the negative branch. To collect this consent, see the article [Email tracking pixels: what you need to know and do](https://help.sarbacane.com/en/articles/414.md).

## Related articles

-   [What types of automated campaigns can you create in Sarbacane Campaigns?](https://help.sarbacane.com/en/articles/4.md)
    
-   [Email tracking pixels: what you need to know and do](https://help.sarbacane.com/en/articles/414.md)
    
-   [How do I create an email campaign in Sarbacane Campaigns?](https://help.sarbacane.com/en/articles/23.md)