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Manually created conversations fail to send

Troubleshooting steps to address why your conversation is failing to send

Ashley avatar
Written by Ashley
Updated over 4 months ago

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

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

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

  1. Navigate to your conversation

    • Confirm the 'send date'. This can indicate if you have a delay added to your conversation.

Checking your sending limit

  1. Go to Email & Calendar Settings

    • In your Vitally profile, navigate to My Profile > Email & Calendar Settings.

  2. Select Your Email Source

    • Choose the email source you’re using, either Outlook or Gmail.

  3. Confirm Daily Sending Limit

    • Verify your daily sending limit, which can range from 250 to 1000 emails per day.

  4. 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

  1. Go to the User’s Profile

    • Navigate to the specific user you are trying to email.

  2. 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.

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