How to identify why a customer didn’t receive a campaign in a scenario – Help Center

You might encounter cases where customers aren't receiving campaigns or aren't progressing through other nodes of the scenarios, even though it seems they should. This guide walks you through a simple and effective way to investigate this issue using a "Now" trigger, a Condition Node, and the Preview tab. Following the steps described here will help you quickly identify exactly where the customer exited the flow.

In most cases, the root cause is that the customer didn't meet a condition in one of the scenario nodes. However, when scenarios include multiple condition nodes, it can be time-consuming to manually check each one to determine where the customer dropped off.

Step-by-step troubleshooting process:

Step 1: Add a Now trigger node

In your scenario, add a Now trigger node. It allows the scenario to be simulated instantly.
Adding the trigger to the flow without starting or saving (in case the scenario is already live) won't affect real customers.

Step 2: Add a condition node to filter the customer

Add and connect a condition node to the Now trigger.
In the condition, specify the exact customer you want to investigate—for example, filter by customer ID or email address.

Condition example:

Step 3: Connect the condition to the scenario

Connect the output of this condition node to the first node of your existing scenario.
This setup ensures that only the specific customer will flow through the scenario.

Step 4: Use the Test tab

Open the Test tab (top-left corner of the scenario editor).
You will see the customer's flow through the scenario.

You don't need to run the scenario. The Preview tab alone is sufficient.

Step 5: Identify where the customer dropped off

The Test preview shows any conditions where the customer didn't meet the criteria.
Green paths mark where the customer has passed.
Red markers with '1' labels indicate where the customer failed a condition.

Limitations & notes

While this method works well in most cases, a few limitations can affect the accuracy of the Preview.

Trigger type matters:
This approach only works with Now, Repeat, or active On date triggers. Scenarios that start with "On Event" triggers can't be previewed, as they rely on real-time events. To test such flows, temporarily use the Now Trigger during troubleshooting.
Jinja & future-based conditions:
Conditions that use Jinja expressions or check for future events may return N/A or negative paths in Test preview. It is expected, since the nodes in Test preview can only evaluate based on the current state of customer data.
Limit nodes may show inaccurate counts:
The Test tab shows estimated customer counts for limit nodes. For example, even if a limit is set to 10, the Preview might show 12 passing through. The actual limit will be enforced when the scenario runs.
Test ≠ live flow:
The Test preview offers an estimated flow, not a guaranteed one. Once live, complex scenarios or time-sensitive conditions may behave differently. Continuously monitor the actual performance after activation.

Outcome:

Once you identify the node where the customer failed:

Review the condition logic.
Evaluate whether it was intended or should be adjusted.
Optionally, you can test other customer profiles the same way.

This method is efficient and visual, and prevents you from manually digging through multiple conditions.

Conclusion:

This technique is an efficient way to troubleshoot why a customer didn't receive a campaign email/sms/, or mobile notification, and more, in a given scenario. It:

Works without starting the scenario
Helps isolate the exact failing condition.

You can read the Preview Tab documentation for more information about the Preview feature.