Troubleshooting journey campaigns
Overview
This guide lists some common issues you may encounter when building your journey campaign, and tips for resolving the issues.
Troubleshooting
Delays and limits on sending email, SMS and push messages
The delivery of your email, SMS, and push messages can be impacted by the limits you've set in your Ortto account settings.
Learn more about delays and limits on sending email, SMS and push messages.
Failed action
If you see a Failed notification on an action in Preview, go to Activity. Find the failed action, then click Show details to see why it failed.
Learn more about troubleshooting failed actions.
Learn more about failed salesforce actions.
Entry/ exit criteria filter errors
If you see a red condition when creating a filter, it means the condition is missing a value or the chosen operator is invalid.
Learn more about troubleshooting entry/exit criteria filter errors.
Learn more about working with filters.
Email deliveries
There are several reasons why an email might not be delivered, including:
- Bounced email
- Invalid email
- Deferred email
- Complaints
Learn more about troubleshooting email deliveries.
Learn more about email non-delivery.
Learn more about invalid email statuses.
SMS deliveries
If many contacts enter an SMS message shape but few messages are delivered, it could be because many contacts don't have a phone number or have no SMS permission.
Learn more about troubleshooting SMS deliveries.
Invalid SMS
The Invalid SMS activity provides details explaining why an SMS message was not sent to a contact.
Learn more about troubleshooting Invalid SMS.
Learn more about invalid sms statuses.
Learn more about sms non-delivery.
Condition shape after Email or SMS message
Placing a Condition shape (e.g., Clicked email) directly after an email or SMS message means the condition will never be met. This is because the condition checks for clicks as soon as the message is sent, giving contacts no time to interact with it.
Learn more about how to use a condition shape after an email or SMS message.
Shapes that are switched OFF
Certain shapes can be turned off to temporarily pause their functionality.
Learn more about what happens when shapes are switched OFF.
Unpublished changes
Ensure you publish any changes to your journey to ensure that it reflects your most recent configuration.
Learn more about editing a live journey.
Can’t disconnect a nested link
A nested link is tied to the YES/NO paths that come before it. To disconnect it, you'll need to remove the condition or split shape creating the paths and decide which path (if any) to keep.
Learn more about disconnecting a nested journey link.
Contacts not entering a journey with time-based filters
Audiences in Ortto that use time-based conditions (e.g., Sent email more than 1 day ago) are recalculated every 24 hours. This means contacts may not enter a journey immediately if their activity is recorded after the daily audience build.
Learn more about how to troubleshoot contacts not entering journeys with time-based filters.
Action failed: Duplicate
The Duplicate error means the action is set to run only once, and it has already been performed for this contact. This can happen if a contact enters the same journey more than once.
Learn more about troubleshooting failed actions due to duplicate attempts.
Learn more about modifying action settings.
Journey won't turn on
There are a few common reasons why a journey might not turn on.
Learn more about troubleshooting why a journey won't turn on.