Troubleshooting message delivery in a journey
Overview
When messages in a customer journey aren’t reaching their intended recipients, the overall experience can be disrupted and campaign effectiveness reduced. This article provides a comprehensive guide to troubleshooting message delivery issues within a journey.
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.
To adjust this, check your message limits and settings to ensure they're configured as needed, such as setting limits on specific days.
Email deliveries
There are several reasons why an email might not be delivered, including:
- Bounced email
- Invalid email
- Deferred email
- Complaints
An Invalid email activity is triggered before the email is sent. Common reasons include:
- Empty email content.
- Permanent delivery issues from previous attempts.
- Unsubscribe requests.
- Missing or empty email values (e.g., a merge tag with no default value).
To learn more about why a contact received an Invalid email, go to their profile, search for the Invalid email activity, and click Show details.
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.
To fix this, add a Condition shape before the SMS message with filters like SMS permission is true and Phone number has any value.
Invalid SMS
To find out why a contact received an Invalid SMS activity, go to their contact profile, search for the Invalid SMS activity and click Show details to view the reason.
Learn more about invalid sms statuses.
Learn more about sms non-delivery.