Why didn't a user receive an email from this Campaign?
When sending a campaign to a list of users, there are various reasons that individual users on the list may not receive the email. The following guide outlines scenarios as to why this may happen.
Suppression List in Campaign - Was the user included on a suppression list used for your campaign? If a user is included on both the list to send and to suppress then the user will not receive any type of communication associated with that campaign.
Unsubscribed - Is the user unsubscribed from the channel or message type? This will cause users to not receive communication.
Send Skips - Iterable is now configured to log "send skip" events to users' event histories. In the event an email is skipped for a user, the Send Skip event added to their event history will include a field called
"reason" which will highlight why the email was skipped. You can find more information on Send Skips and their meanings in this support article here. These include scenarios such as a user receiving too many marketing emails within an 18-hour window, locale mismatches, and others.
Bounces - There are two types of bounces that can occur during a Campaign. The first is a hard bounce which generally means the email is invalid or has a typo. The second is a soft bounce which means that an email was rejected to a mailbox being full, hitting a SPAM filter, etc. Bounce events are logged to users' event histories with data that highlights why the email was bounced. This data can also be exported via CSV in any Campaign Analytics page.
ESP Suppression - The following applies if your team is using a dedicated IP service (SparkPost, SendGrid, etc.) These platforms contain their own suppression list that you can upload which will capture users prior to send and prevent communication from being sent out. This will also be listed as a skip event with the reason code "Suppressed". If this is happening, and you manage your ESP integration, then this information can be accessed through their respective portal. If Iterable is managing your ESP integration, please reach out to your customer success manager for further information.
Workflow Configuration - If you are using a workflow to trigger an email send, make sure to check your workflow's advanced options, as lifetime and simultaneous entrance limits may be in place that will prevent a user from entering into a workflow. These two settings will check to see if a user has entered a workflow anytime previously or if they are currently in a workflow, which may prevent the user from processing as expected.
Why is my Campaign not sending?
Data Feeds - If you see an Email Campaign that is stuck in its sending stage then one of the first things you will want to check is your notification center (Bell logo in the upper right-hand corner) to see if your data feeds are throwing any errors. If so please consult with your development team and Iterable's Support team to better understand what is causing these error messages.
DNS Configuration- If you and your team are not receiving email sends or proof sends you will want to ensure that your DNS configuration is set up correctly. If your team is using Amazon SES, then you can find your settings in the DNS Setup tab under https://app.iterable.com/settings/dnsSetup, and quickly verify that all records are verified via a green checkbox. If your team is using SparkPost or another ESP to send out email you will want to check your Notification Center in your project to see if there are any errors related to your ESP. If there are not, then you will want to check your configuration settings via your ESP portal or consult with your team's Customer Success Manager to further investigate.
Limitations within your project -Is your Campaign utilizing experiments or throttling? Some teams use Experiments and/or rate limiting to help gain insight into what types of emails work better than others and help maintain stabilization for your team's web infrastructure. If you are using an Experiment, you will want to make sure that the Experiment configurations are correct, and see which factors (i.e. time zones, send time, etc.) might contribute to the campaign not finishing yet. If using rate limiting, double-check your rate limits within your channels settings, and also check to see which other active Campaigns or Workflows might cause you to hit the rate limit.