Problem Description
I've manually created conversations in Vitally to send, but they failed to send to my customers.
Possible Causes for this issue:
No Valid Recipient: The conversation doesn’t have a valid email address in the "To" field, or it doesn’t display a Key Role, which is needed for delivery.
Disconnected from Emailing System: If Vitally is disconnected from your email provider, any attempt to send a conversation will result in an error.
Conversation Delay: If there’s a delay set on the conversation, it will remain on hold until the delay period ends.
Sending Limit: Vitally allows up to 60 emails per hour. Exceeding this limit may delay your conversation until the next available sending window
User Unsubscribed: If a user has unsubscribed from emails, Vitally will not send them the conversation.
Step-by-Step Solution
Provide detailed instructions for resolving the issue:
Checking if you have a valid recipient
Checking if you have a valid recipient
1. Open the Conversation
Start by navigating to the conversation you’re working on.
2. Check the 'To' Field
Look at the 'To' field to see who the email is addressed to. Confirm that the recipient information aligns with your intended audience.
3. Confirm Email Address in User Profile
Open the User Profile of the recipient. Check if there is a valid email address listed under the user's profile details.
4. Verify for Account Owners (if applicable)
If the message is intended for an Account Owner: Navigate to the Organization/Account Profile linked to the user. Locate the Key Roles card and confirm an Account Owner is set with a valid email.
5. Verify Specific Users (if applicable)
If you’re targeting specific users: Make sure the users meet the audience filters criteria you’ve set. Confirm each has a valid email address in their profile.
6. Check Account Trait (if applicable)
If the message is based on an account trait: Confirm that the account trait you’re using contains a valid email address for delivery.
Check you are connected to your emailing system
Check you are connected to your emailing system
1. Go to Email & Calendar Settings
Open your Vitally profile and navigate to Profile > Email & Calendar Settings.
2. Select Your Email System
Choose the email system you use, either Outlook or Gmail.
3. Confirm Connection
Make sure you are connected to the selected email system. If not, follow the prompts to reconnect.
4. Force Send the Conversation
Go to your conversation in Vitally, and select Send Now to manually send it to your recipient.
Checking if you have a conversation delay
Checking if you have a conversation delay
Navigate to your conversation
Confirm the 'send date'. This can indicate if you have a delay added to your conversation.
Checking your sending limit
Checking your sending limit
Go to Email & Calendar Settings
In your Vitally profile, navigate to My Profile > Email & Calendar Settings.
Select Your Email Source
Choose the email source you’re using, either Outlook or Gmail.
Confirm Daily Sending Limit
Verify your daily sending limit, which can range from 250 to 1000 emails per day.
Check Daily Conversation Usage
Go to Active Conversations and review how many conversations you've sent out so far within the day.
Checking if your user has unsubscribed from receiving emails
Checking if your user has unsubscribed from receiving emails
Go to the User’s Profile
Navigate to the specific user you are trying to email.
Check Email Subscription Status
In the user’s profile, confirm that their Email Status is set to Subscribed.
FAQs
Q: I'm creating a conversation via a playbook, and it has not been sent. What should I do?
A: Here's a link to our playbook troubleshooting guide
Q: I've tried the steps and my conversations still do not send. What should I do?
A: If the issue continues after following these steps, please contact Vitally Support! for additional assistance. You can do so in-app by selecting the ? icon on the top left of your Vitally account.