Why aren't profiles receiving my message?

Updated

Start here to figure out why profiles aren’t receiving messages at the right time.

Note that profiles that are unsubscribed from topics or from all messages can still trigger an automation; they just won’t receive messages from that automation.

Check your message’s settings

Select the message block to get started.

The message settings panel shows the message name, sending behavior, subscription preference, message limit, and action conditions.
The message settings panel shows the message name, sending behavior, subscription preference, message limit, and action conditions.

Check your message’s sending behavior

Select Settings to check your message’s sending behavior.

By default, messages are set to queue as drafts in your automations. Update them to send automatically then send any drafts manually to ensure all of your automation’s audience receives the messages.

Check the subscription preference and message limit

Select Settings to check your message’s subscription preferences and message limit settings. By default, they inherit your automation’s settings, but it’s possible to override them.

  • Is the profile subscribed to receive this message?
  • Has the profile reached the message limit? If so, they won’t receive this message. This message would be marked as “Undeliverable”.

If the message inherits the automation-level settings, click the automation title and view Messages to see which subscription preference was assigned and what message limit is in place.

Check whether the message is a holdout test

Select Experiment. If “Make this message a holdout test” is selected, then profiles won’t receive the message.

Check message conditions

You can add action conditions to a message to limit who receives it. If a profile doesn’t meet the action conditions, they won’t receive the message and will move onto the next item in your workflow. The profile’s journey for the automation will show they skipped the message.

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Check if the message failed to send

If the message has a status of “Failed”, then you might have a liquid error. Check the message content to see if any errors are present.

Check if the email address is suppressed

A suppressed email won’t receive emails from Customer.io. If you manage email deliveries through Customer.io, check your suppression list in > Workspace Settings > Email > Suppression List.

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