3 Replies Latest reply on Jan 4, 2018 1:01 PM by Keith Nyberg

    Email Not Sending to Entire Smart List

    Ann Ehnert

      I scheduled an email to go out to a smart list that contained over 2K members on a day where no other emails would go out, so it's not a capping problem. When I went to check the email analytics, it said the email only sent to 2 people. However, when I re-check the smart list, it still contains over 2K users. How come the email did not send to the entire list?




        • Re: Email Not Sending to Entire Smart List
          Dan Stevens

          Some things to remember:

          • Complete email reporting could take some time (hours, even a day) after the initial send
          • Communication limits - which affect # per day; # per week could be affecting this
          • On your Schedule tab, how many people qualify for this; and how many people are blocked?


          If you can post some screenshots of the smart list and schedule tabs, it would be easier to diagnose.

          1 of 1 people found this helpful
          • Re: Email Not Sending to Entire Smart List
            Keith Nyberg

            Another good approach is to build a smartlist of those in your target smart list but were not sent the email in question. From there you can go into the audit log to verify the campaign was triggered and see any warnings or reasons why the mail was not sent if attempted. If the email or smart campaign are not in your activity log at all, it could be that the target smart list was changed after the campaign was run (at the time is was run the filters were 2 people, but once changed post send, shows 2k). Hope that makes sense! Happy troubleshooting.

            • Re: Email Not Sending to Entire Smart List
              Keith Nyberg

              Forgot to mention you should also be able to go to the results tab is its a smart campaign to see who was included in the run and the outcome.


              If it was an email  program you can still find the hidden smart campaign by finding the send in the activity log of a person that received the email. Click the hyperlink in the activity log for that line and it will take you to the behind the scenes smart campaign that executed the email send. From there you can review results in the tab at the top as usual to see who was included and what the outcome was.