This guide provides troubleshooting steps for issues that might occur with message delivery as you begin working with Reconnect. But first, make sure you've implemented all the requisite steps for Getting Started with Reconnect.
This guide includes the following steps:
- Step 1: Validate the integration with your ESP
- Step 2: Ensure that your campaign status is active
- Step 3: Ensure there's an active campaign set on your ESP
- Step 4: Ensure that Reconnect payloads arrive to your ESP as expected
- Step 5: Ensure that user opt-in exists and is set up correctly
- Step 6: Ensure that the message recipient is included in the campaign target audience
- Step 7: Check the campaign settings and conditions
- Step 8: Ensure that the frequency capping for the user wasn't reached
Step 1: Validate the integration with your ESP
- Go to Reconnect › Integrations › [your email integration] › Test, and send a test API request. Make sure the payload you use matches your ESP's requirements.
- If it doesn’t work, make sure the credentials and endpoint set in your Reconnect integration settings are correct. You can follow the detailed instructions in Integration with Messaging Vendors.
Step 2: Ensure that your campaign status is active
Make sure the campaign you're testing was successfully published in Reconnect, with “Active” status.
Step 3: Ensure there's an active campaign set on your ESP
- Go to your ESP and make sure the campaign that's connected to the relevant Reconnect campaign is running as expected
- Confirm that your ESP account has the necessary permissions to send emails.
Step 4: Ensure that Reconnect payloads arrive to your ESP as expected
- Check the API payload in your ESP logs to ensure that they include all the required fields that you inserted in the JSON editor for the relevant campaigns. If you see the expected content, continue the troubleshooting in your ESP.
- Review your ESP email template to confirm that it correctly references the personalized variables.
- Send a test preview email to validate the content. Make sure the campaign includes the relevant dynamic variables to accommodate the personalized data.
Step 5: Ensure that user opt-in exists and is set up correctly
Users must be opted-in to receive messages through this channel. Depending on how you update opted-in users, do one of the following
-
Using a feed (recommended method): In the Reconnect Integrations tab, click Sync and upload a valid subscriber list (opt-in feed).
- Make sure your file is in the correct format and contains the same identifier type used in your identification events.
- Check the Sync status on you ESP integration card (Reconnect › Integration tab). Make sure that there aren’t any feed sync errors. If there are, upload the feed again.
- Note that the values contained in the opt-in file will be sent AS IS to your ESP when you use the ${User identifier} variable in your campaign’s JSON.
- Using the Dynamic Yield script event: Make sure the opt-in event script is implemented correctly.
Step 6: Ensure that the message recipient is included in the campaign target audience
- Verify that the user (DYID) you use for testing is included within the audience set for the Reconnect campaign.
- To check if the issue is that the user isn’t part of the test audience, create a similar campaign with a different audience and test it.
Step 7: Check the campaign settings and conditions
Perform the following check while adhering to the campaign's conditions, to ensure that the campaign is triggered as expected. If it's not, the message won't be sent to the target users:
- If the campaign is triggered by an event (add to cart, or any other event): Go to the website, open the Implementation Helper (through the Dynamic Yield button at the bottom-right corner of the screen), and perform the action that is expected to trigger the event. The event should be registered in the Implementation Helper. See that the event appears in the list without errors.
- If the event is an external event: Go to the API logs, under Settings, and search for the event. Ensure there are no errors.
- If the campaign is triggered by a product feed change, such as the price drop trigger, go to the product feed and check the product price value of the product you are testing with. Then make the change in your catalog, see that the feed was synced, and that the value change meets the campaign's condition.
- If the campaign is triggered by a change in user attributes: Go to the relevant user data feed and make sure the change that is set to trigger the campaign occurred. If not, change the value for the relevant attribute and re-sync the feed. Learn more about testing campaigns.
Step 8: Ensure that the frequency capping for the user wasn't reached
Check the campaign’s frequency capping to ensure that the emails aren't blocked due to the cap being reached for the user you're testing with.
If the frequency cap is reached, you can test with a different user who hasn’t reached the cap.
Note that your email might be cancelled due to another built-in capability aimed to reduce over-messaging.
Need more help?
If you're still experiencing issues, open a Support ticket to determine whether the campaigns are being triggered properly in Dynamic Yield.
In the ticket, include the Dynamic Yield section number and a link to the Reconnect campaign. Include the details of your live test, including the identifier sent in the identification event.
Our team is happy to assist you!