Troubleshooting journey campaigns
Overview
This guide outlines common issues that can arise during the process of building a journey campaign or during a live journey run, along with tips for resolving them.
Access journey campaigns
To access a journey, go to Campaigns > locate and click on the journey campaign.
Troubleshooting journey campaigns
Common issues when troubleshooting a journey include:
Delays and limits on sending email, SMS and push messages
The delivery of email, SMS, and push messages can be affected by limits configured in the Ortto account settings.
Learn more about delays and limits on sending email, SMS and push messages.
Failed action
If a Failed notification appears on an action in Preview, follow these steps to troubleshoot:
- Navigate to Activity.
- Locate the failed action.
- Click Show details to view the reason for the failure.
Learn more about troubleshooting failed actions.
Learn more about failed Salesforce actions.
Entry/exit criteria filter errors
If the condition is red when creating a filter, this indicates 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 contacts enter an SMS message shape but not all messages are delivered, it could be because some of the contacts are missing 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
Publishing any changes made to the journey ensures that the journey preview 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 the nested link, it is necessary to remove the condition or split shape creating the paths. This requires deciding 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.
People waiting in a shape
If a shape in a journey cannot be immediately taken, a person may go into a waiting status.
Learn more about troubleshooting people waiting in a shape.