Work down from the account to the recipient: are campaigns included, is there a verified sender, is the step due, and is this recipient actually eligible?
Who can do this
- Owners and Admins — can do this for any record or setting in the account.
- Agents and Assistants — cannot do this.
Roles are predefined by NextAccord. See all roles & permissions
Steps
- Step 1: Confirm campaigns are enabled for the account and you have not hit the campaign-send allowance ("Campaigns paused for quota").
- Step 2: Confirm a campaign sender is configured and verified in Settings → Campaign Senders (a managed sender, or an agency domain showing VERIFIED).
- Step 3: Confirm the campaign is Active and the step’s delay or date has arrived. Steps send when they come due, not at the moment you enrol.
- Step 4: Check the recipient list: contacts with no email address, or who opted out or unsubscribed, are skipped automatically.
Common problems
- Batch send or retry returned an error saying it could not be processed.
- Try again in a few minutes. If it keeps happening, contact support and mention the campaign name.
- Some recipients received it and others did not.
- The others were likely skipped for a missing email or an opt-out, or their step is not due yet. Re-review recipients on the campaign.