Review & troubleshooting
What to review when a recipient is not eligible
Investigate the reason while preserving the person’s choices.
By LoopLily · 1 min read
Check the relevant restrictions
A selected audience is not a promise that every person will receive the message. Preferences, Do Not Email status, and missing information can affect eligibility. Inspect the actual record and the message type so you understand which condition applies.
Separate a data problem from a preference
A missing birthday may be a record-maintenance issue. A client’s decision not to receive birthday emails is a different matter. Do not change a preference simply to make the count of eligible recipients match the size of the audience.
Correct only what is justified
Update inaccurate information when you have a reliable source, and preserve the recipient’s expressed choices. If the workflow itself uses the wrong audience or email type, correct the rule rather than forcing the contact to fit it. Review the next outcome in the Sending Log. An intentionally skipped recipient can be evidence that the communication settings are doing their job.