A Sarbacane Campaigns automated campaign sends nothing to contacts who were already in the list when it was activated: the scenario is not retroactive. This is the most common cause. If it is not your case, run the checks below in order, about five minutes.
A Sarbacane Campaigns licence.
An automated campaign that you think you have activated.
Did the contacts join the list after activation? The scenario is only triggered for contacts added, or data changed, after it was activated. For contacts already in the list, send a standard email campaign.
Is the scenario active, and was it deactivated in the meantime? In the left menu, click My campaigns. The thumbnail must show an activated status. If it shows a deactivated status, reactivate the scenario. Under the campaign name, open the info menu to see the date of the last modification. If the scenario was deactivated for a change after the contact entered it, their journey was stopped: they will not receive the message.
Caution To check a scenario, do not deactivate it. Deactivation stops the journey of all contacts in progress.
Has the message had time to go out? Click the thumbnail: the scenario is shown on the right, with its delays. You do not need to deactivate it to view it. Check that delays do not add up: a waiting delay added on top of the message's own delay pushes the send back by the same amount (3 days + 3 days = a send after 6 days). Also check the sending days and times in the advanced settings. A message due outside the slot waits for the next one, and SMS are not sent at night, on Sundays or on public holidays.
Does the trigger match what happened? Check the list chosen in the Trigger block. For an Update scenario, the value must be exactly the expected value. For an abandoned cart, the customer must be logged in to their account on the store.
Does the list still contain contacts? If the trigger list has been emptied since activation, the scenario stays active but has nobody left to write to.
Was the contact excluded? A stop condition may be met. The contact may also be in an opt-out list linked to the scenario, or in the bounce list (NPAI).
Is the sender domain still valid? A domain that has not been renewed is no longer valid, and messages are no longer sent. See the article on renewing a domain name.
Do you still have credits? When email or SMS credits run out, sending stops. It resumes as soon as you top up your credits.
Note The scenario's statistics show the number of emails delivered: it is the quickest way to see whether anything was sent.
You have found the cause, and the scenario sends its messages to new contacts.
Contact technical support, giving the name of the automated campaign and the email address of a contact who should have received the message.
What types of automated campaigns can you create in Sarbacane Campaigns?
How do I pause or modify an automated campaign in Sarbacane Campaigns?
How do I automatically stop an automated campaign for certain contacts in Sarbacane Campaigns?
How do I limit an automated campaign's sends to certain days and times in Sarbacane Campaigns?
