My Campaign Emails and Texts are not sending

Please follow these steps to troubleshoot the issue if your campaign email/text steps are not sending:

1. Filter the campaign in Advanced Search so you can see which leads or team members are subscribed to the campaign.
2. Select a lead/team member and go to the profile and find the campaign subscription and check these things:
   1. Check if the campaign subscription is paused and unpause it if it should be active.
   2. Check if the campaign subscription indicates the campaign has ended.
   3. If the campaign is active, check how many steps have been triggered and how many are left.
3. If the campaign step shows triggered in the campaign subscription:
   1. If you see the message in the timeline:
      1. Review the delivery status of the emails/texts in the bottom right corner of the message to see if they were not delivered for some reason. See this article here for a definition of the delivery statuses. If you are unsure what the delivery status means, please email us at support@brokerkit.com and be sure to give us the details of which steps you performed in this article and what you are seeing for the delivery status.
   2. If you don't see the message in the timeline:
      1. Note that the campaign sending window is 9-noon in your timezone. If the campaign step shows triggered, but you don't see the message in the timeline, wait until around 1 pm your timezone and then check to see if the message now shows there. It is best to wait until 1 pm even though the sending window ends at noon, as there can be a delay in updating all of the timelines after the sending window as updates are run across all client campaigns.
4. If the step was not triggered:
   1. Determine if the campaign was triggered past the sending window:
      1. Search the timeline to find the activity logged when the campaign was triggered.
      2. Hover over the trigger timestamp of when it was triggered, and you will see the date and time it was triggered.
      3. The campaign sending window is 9-noon in your timezone. If you triggered the campaign for today past the sending window, it will go out tomorrow.
   2. Check if the campaign is paused overall or on the campaign subscription on the lead/team member is paused.
      1. If the campaign subscription on the lead/team member is paused and you are not sure how it happened, look for one of these conditions that could cause it:
         • Archiving the lead/team member.
         • Moving a lead to "Signed" to move them to retention.
         • Moving a team member in retention back to recruiting.
         • There is a campaign with text steps triggered on a lead/team member with no phone number.
   3. Check all steps in the campaign to make sure the sender's email address and phone number are selected.
      1. If there is no phone number selected for one of your text steps in the campaign, it is possible it was assigned to a user who was removed or had their phone number released.
         • If the text step was assigned to you and you don't see your phone number now, it is possible that someone released your phone number.
         • To check if your phone number was released, click your name in the top right to go to the user profile menu and select "Phone Number," where you should see your phone number under the "Brokerkit Number." If you no longer see your phone number, it is possible it was released. In this condition, please email support@getbrokerkit.com to see if your phone number can be recovered.
   4. Check to make sure you have a Brokerkit phone number assigned if the campaign has text steps.
      1. Click your name in the top right > Phone Number, and if you have a phone number, it will show on this page. 
      2. If you see a prompt to "Pick your phone number," you don't currently have a phone number assigned to your user account, so please select one so the text steps in your campaign will work.

   5. Existing campaign progress plays a crucial role in determining why some contacts may not receive your campaign emails or texts:

      • Contacts who have completed the campaign:
        • These contacts will not receive any new email steps that you add.
      • Contacts who are still active in the ongoing campaign:
        • These contacts will receive any new email steps that you add.