Troubleshoot Flow Sending

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This articles covers common reasons why a flow isn't sending the emails you expect.

Reviewing Skipped Recipients

To view recipients who were queued, but were skipped, click on the Flows tab and click on the flow you're interested in. For a specific flow, click on the Recipient Activity tab in the header. Above the table of recipients, click on the Other dropdown. If any recipients have been skipped, they are marked with a specific status. Those statuses are:

  • Smart Sending
    Skipped because they received another email too recently.
  • Person No Longer in List
    Skipped because they are no longer in the trigger list or segment.
  • Fails Flow Filters
    Skipped because they don't meet the criteria in the flow filters at the email's scheduled time.
  • Fails Additional Filters
    Skipped because they don't the criteria specific to this flow email at the email's scheduled time.
  • Missing Email
    Skipped because they don't have a valid email address.
  • Person Suppressed
    Skipped because they unsubscribed or hard bounced from all email.
  • Fails Additional Filters
    Skipped because they don't the criteria specific to this flow email at the email's scheduled time.
  • Email Syntax Error
    Skipped because the email template contains a syntax error. This is can only happen with HTML templates.
  • Invalid From Email
    Skipped because the from email is not a valid email address. This can only happen when using a variable for the from address.
  • Catalog Item Unavailable
    Skipped because a product in the rendered email content is currently out of stock or not available.

Skipped Due to Smart Sending

A common reason recipients are skipped is smart sending. The smart sending allows you to limit the number of emails someone can receive in a given period of time so you don't have to worry about overwhelming people even if you have a lot of live flows and campaigns. By default, smart sending is set to limit people to receiving an email every 16 hours. You can update this setting from the account settings.

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