Troubleshooting Triggered Email Campaigns

Try the following steps to resolve any issues you encounter with your triggered email campaigns. If this is your first triggered email campaign, start at the beginning. If you already have successful triggered email campaigns running, start at step 3. 

Step 1: Make sure you meet all prerequisites for Triggered Email

1. Ensure that your triggered email prerequisites are being met: 
   • Sync Cart Event is implemented
   • Omnichannel (Identifying) events are implemented
   • Message Opt-in/Opt-out events are implemented OR a User Email Feed is synced to the section

Step 2: Test your ESP integration

1. From your Dynamic Yield account, navigate to Settings > Integrations.
2. Click your ESP integration, and then click the Enable Integration toggle.
3. Click Next to send a test call to your ESP to verify your connection.
   The response should be 200 (success). If it isn’t, verify with your ESP that the JSON payload and the authentification details, HTTP Post URL, and HTTP Header Parameters (for a custom ESP integration) are correct.

Step 3: Check the campaign endpoint

1. If the campaign name is included in the ESP integration HTTP Post URL (looks like ${dyCampaignName}, look for the field where you can insert the ESP campaign name on the edit screen of the specific triggered email campaign:
   
2. Ensure that the value on this screen is the same as the name in the associated campaign in your ESP.
   For example, if the endpoint in the ESP integration settings in Dynamic Yield (Settings > Integrations) is /rest/api/v1.3/campaigns/${dyCampaignName}, and the endpoint that your ESP expects for a specific campaign is /rest/api/v1.3/campaigns/ProductViewAbandon, make sure that the ESP Campaign Name value on the campaign edit screen is ProductViewAbandon, which is what will populate the ${dyCampaignName} variable in the endpoint.

Step 4: Send a test email

1. 1. On the triggered email campaign edit screen, scroll down to the bottom of the page and click Send a Test Email. Note: This button only works if the settings and experience are saved.
   2. In Send to, enter an email address that is on your ESP mailing list. Note: If the address is not on your ESP's mailing list, this can cause an error.
      
      
   3. View the test response. This response comes from the ESP server/endpoint that's defined in the integration settings. If the response contains errors, use the message to further troubleshoot the issue with the endpoint, test payload (contents of the variation), or test email.

Step 5: Check the ESP logs

1. 1. If your triggered email campaign is active, and emails are not being sent to users as expected, check the logs within your ESP to verify that the JSON payloads (campaign variations) are being sent by Dynamic Yield and received by your ESP.
   2. If you do see a payload from Dynamic Yield in your ESP logs, check the settings of the associated campaign to ensure that it is active. If the payload has been sent to your ESP, this means that the Dynamic Yield portion of the integration is working properly. Work with your ESP to identify why the email isn’t being sent after the payload is received.
      Note: Ensure that the identifier that DY sends in the payload matches that of a user in your ESP’s opted-in mailing list.
      If you don’t see any payloads being sent from Dynamic Yield in your ESP logs, continue to the next step.

Step 6: Run a Live Test

1. 1. Pick a test user (email address or external identifier) who is on your ESP’s mailing list, and then navigate to your site.
   2. Trigger or manually fire an omnichannel event in the console. In either case, check the implementation helper event log to see whether the event fired properly without errors.
   3. Trigger or manually fire a message opt-in event in the console. In either case, check the implementation helper event log to ensure that the event fired properly without errors.
      Note: If you use a User Email feed instead of message opt-in events to manage your opted-in user list, make sure that you choose a test user who is on this list.
      
      1. Take action on the site to meet the email's trigger criteria (this can be found on the triggered email campaign edit screen). Note: Take special care to avoid meeting any of the Cancel Send criteria.
         
      2. Wait for the Delay Send time period to pass before checking the test user inbox for the triggered email.
         • If you find the expected email in the test user's inbox, then your triggered email flow is working properly!
         • If the expected email isn't in the test user's inbox, check the ESP log (as described in Step 5). 
           • If the payload is in the ESP log but it wasn't sent to the test user, work with your ESP to determine the cause, as the Dynamic Yield portion of the flow is working properly.
           • If the payload is not in the ESP, continue to the next step.

Step 7: Check trigger logs

Open a ticket with Dynamic Yield Support to determine whether the campaigns are being triggered properly in Dynamic Yield. In the ticket, include the Dynamci Yield site number and a link to the campaign. Include the details of your live test from the previous step, including the identifier sent in the omnichannel event.