Description of the Problem
The Playbook conversation a customer should have received was not sent. This can occur for various reasons, such as pending conversations, Playbook exit strategies, or manual deletions.
Potential Causes for the Issue
Pending Conversations: The conversation may be waiting in the Pending queue.
Undo Strategy Settings: If the customer has exited the Playbook, the Undo Strategy may have deleted the message.
Manual Deletion: A team member may have manually deleted the message.
Step-by-Step Solutions
1. Check for Pending Conversations
Navigate to the customer’s 360 profile
Select Pending Conversations from the left-side navigation
If the conversation is in the Pending queue, you can send it manually
If there’s no pending conversation, move to the next step
2. Review the Playbook’s Undo Strategy
The Undo Strategy controls what happens to pending messages if the customer unmatches the Playbook before the conversation is sent.
Steps:
Open the specific Playbook.
Locate the Undo Strategy for the "Start a conversation" action in question.
Review how the Undo Strategy is configured.
If it’s set to delete if unsent, it could be that the conversation was deleted before it was sent out because the object unmatched the playbook before the conversation was sent out.
Continue to the next step if you want to see the playbook history to confirm this
3. Check the Playbook History for Exits
Open the Playbook.
Select the clock icon in the top-right corner to view the Playbook history.
Search for the customer or object name in both the Active and Closed tabs.
Look for an exit time and date. If the customer unmatched the playbook rules, the conversation may have been deleted as part of the Undo Strategy.
4. Update the Undo Strategy
If you want to ensure conversations are sent regardless of the customer's Playbook status:
In the Start a conversation action, change the Undo Strategy to No action – still send the message.
This will ensure the conversation is sent even if the customer exits the Playbook.
5. Investigate Manual Deletion
If none of the above apply, a team member may have manually deleted the message.
Check with your team to confirm.
If you’re unable to determine the cause, contact support for further assistance.
FAQs
Q: What is the Undo Strategy in Playbooks?
A: The Undo Strategy determines what happens to a pending message if the customer unmatches a Playbook before it’s sent. It can be configured to either delete the message or allow it to be sent regardless.
Q: How can I avoid losing conversations when customers exit a Playbook?
A: Update the Undo Strategy to No action – still send the message. This ensures the message will be sent even if the customer exits the Playbook.