Why does my Realtime Campaign not send messages?

In case you assume that your dispatching real time campaign is not running as intended, please follow the steps from the checklist below to get to the root of the problem as quickly as possible.

  1. Check frequency capping on the campaign level (Campaigns → Edit → Cappings and exclusions) to ensure the number of messages user is allowed to receive per specific time frame is not too strictly limited.

  2. Take a look at global frequency capping across all campaigns (Settings → Cappings). In case user can receive messages via several channels, the limit of messages per specific time frame can be reached before triggering your intended message. In order to bypass the global frequency capping, turn on "This is a transactional campaign" mode in Campaigns → Edit → Campaign setup.

  3. Examine the segment of your campaign and calculate its reach (Campaigns → Edit → Target group → Select segment). Make sure users whose profiles correspond to the segment definition exist.

  4. Assess the segment for each message within the campaign (Campaigns → Edit → Messages → Estimated message reach). The sub segments you use for certain messages can shrink the reach.

  5. Evaluate the complexity of the user journey and compare it with anticipated user behaviour (Campaigns → Edit → Target Group → User journey). Ensure that the combination and sequence of events as well as wait times make sense for your users.

  6. Open Event Stream and filter the incoming events by your personal CrossEngage User ID (xngGlobalUserId) or Session ID (xngSessionId). Simulate the journey on your website to see whether all events are coming in as intended. Your xngGlobalUserId as well as xngSessionId are found in the webtracking payload which you can access via developer tools in your browser. If certain events are missing, consider checking your webtracking - it is possible that the configuration of the event is not correct or the event is missing on the page.

  7. Beware of campaign specific setup. If your test message is not delivered, please check the following: a) Your email address is associated with your xngGlobalUserId. b) There are no message rendering issues in the template. Typos and errors in handlebars are the most common source of such rendering problems.