Operational Email Was Not Sent to Everyone Who Qualified for the Send

[Kelly_Gault1]

This afternoon, I set up a smart campaign to deliver an operational email to 3,460 people. 104 people who qualified for the send were not actually sent the email. I could understand the email not getting delivered, but in this case, the email was not SENT.

I confirmed that none of these people:

-have invalid email addresses

-received any other emails today/more than 3 emails this week, so it isn't a comm limits issue

-are block listed

I have checked and rechecked that the email was set to operational because many of these 104 leads are unsubscribed and/or set to marketing suspended. I also confirmed that the email did get sent to about 400 people who are unsubscribed and/or marketing suspended, so I don't think that was the issue.

In reviewing the activity history of the leads I spot-checked, it does not appear that Marketo even attempted to send the email to the 104 people in question. I need to be able to explain why the message was not sent to these individuals. Is there anything else I should check or is there another explanation as to why Marketo would not attempt to send the email to these leads?

Thank you!

[uditmathur]

Hi @Kelly_Gault1 ,

Can you share screenshot of your SL.

Also operational email will not be sent out in the email is marked suspended in last 24 hours.

Operational emails are not counted towards communication limits so comm limits is not the reason for sure.

[Kelly_Gault1]

Thank you for having a look! 

Before pressing send, I went to the Schedule tab and exported the list of people it was set to affect. That number was correct. 

After the send completed, I checked the list of people who were sent the email against the list of people I exported prior to the send and there were 104 people from the original list who were not sent the email (no modifications were made to the smart list before sending).

 

[SanfordWhiteman]

Ah, one other thing: have you checked duplicate email addresses? (Assuming you may have been looking at Lead IDs when you did your delta.)

[uditmathur]

Looking on to your SL check id those 104 have not been changed the status in sfdc & have account owner. 

As Marketo check SL criteria only at he time of send there might be a chance if the status within that time frame have changed in SFDC. 

[SanfordWhiteman]

If you copy those filters to a standalone Smart List, do the 104 people currently appear in the People tab?

[SanfordWhiteman]

Did you also look for Email Suspended (not Marketing Suspended)?

[Kelly_Gault1]

Ah, should have noted that detail! Email Suspended is set to False for all 104 people who were not sent the email.