When a customer receives a campaign that you believe they shouldn't have received, there are a number of possible reasons as to why this has occurred.
We have a few troubleshooting tips to help you work out how the problem originated:
Check the campaign settings. A campaign that is 'Active' will send to members that meet the send options (Set & Forgets) and demographic targeting.
Set & Forgets maintain their 'Active' status 24/7 until they reach their expiry date and will poll for matching members each cycle (24 hours, daily, weekly, monthly) as required. Once-only campaigns maintain their 'Active' status until their send date and time is reached, at which point they will send and then change status to be 'Completed'.
Only 'Active' campaigns can be deactivated. A 'completed' once-only campaign cannot be deactivated. Deactivate a campaign on the 'Status' tab of the campaign by clicking on the 'Cancel' button.
Check the campaign 'Send Options' tab. The send date and time that were defined during campaign set up are displayed here. gCast It is very unusual for a campaign to 'change' date and time without this action being initiated by a gCast user.
Check the campaign 'Status' tab. The 'Last Processed' field (at the bottom of the page) will display the date and time that the campaign was processed for sending by gCast. It is usual to see a slight variance (minutes, depending on the number of members the campaign is set to send to) between the send date and time on the 'Send Options' tab and the 'Status' tab 'Last Processed' date and time.
For Set & Forget campaigns only, check the date trigger on the 'Send Options' tab. Is the date trigger what you expect it to be?
For all campaigns (including Set & Forgets), check the 'Demographics' tab to make sure that the targeting of the campaign is what you expect it to be. Again, it helps to make a note of the targeting settings so you can compare them later.
It is unusual for a campaign to send to members that do not match the triggering and/or demographic targeting of that campaign. If the campaign triggering and demographic targeting are as you expect them to be, then checking the member record in gCast to see if their profile matches the campaign's trigger and targeting settings.
It is unusual for gCast to send to an opted-out member, this is because gCast has inbuilt functionality to ignore member records whose 'happy to receive' is set to 'no' or if their 'active user' status is set to 'no'.
1. Is the member's record opted out in gCast?
Check the member profile (searching by email address if possible) to see that the 'happy to receive' settings are set to 'no'. If they are set to 'yes' (and the member record is 'active') then gCast will include that member in campaigns according to triggering and/or targeting matches.
Is your source data (e.g. CRM or POS system) over-writing the gCast data on import or sync? One-way (data-in) imports and syncs may include the 'happy to receive' or 'active' settings as part of their sync mapping. You should be able to see if this is the case by opting-out a member record in gCast (one that is included in your POS or CRM) and then reviewing their gCast record again no less than 24 hours later (longer if over a weekend). If the record is now opted-in again, then the sync is indeed over-writing gCast and you should take measures to export your opt-outs from gCast on a regular basis so you can update your data source accordingly.
You might also like to check with your recipient which unsubscribe method they used as many email clients have their own unsubscribe mechanisms that don't link back into gCast. One of these methods could lead a recipient to believe they have unsubscribed when, in fact, gCast has no knowledge of this unsubscribe.
2. Does the opted-out member's email address occur more than once in your gCast account?
If you don't use unique identifiers (External ID) when importing or syncing data into gCast, or if your source data contains the member's contact details more than once then it is possible that the member's details are in gCast multiple times too.
When you search for the member record (using 'contains') based on a full or partial email address or mobile number, note how many records appear in the displayed list. Make sure you check all occurrences of the member record in gCast for matches to campaign settings and for 'happy to receive' and 'active user' status. It is likely that one of the records is still opted-in and it was this record that received the campaign.
John Smith has received a 'Special Offer' campaign from ABC Pty Ltd to his email address firstname.lastname@example.org. John says he has previously opted out of receiving communications from ABC Pty Ltd and is not happy to have received another communication after opting out.
How to troubleshoot:
- Use the 'Search for members' tile on the main gCast menu
- In the 'Search criteria' section, select 'All' for 'Status' and in the 'Display columns' section, click to include 'Is active' and 'Allow emails' in your search results.
- Type in the email address that John says received the campaign and click on the 'Search' button:
- Two member records match the email address typed in, meaning John is in your gCast database twice
- Note that one of the records has 'Allows emails' of 'No' - this is the record that John used to opt out from, however the second record shows that it has 'Allows emails' of 'Yes' and is not opted out
- To check the communications that gCast has sent to John, click on the magnifying glass icon next to the record that has 'Allows emails' as 'No' (or right-click and open in a new tab) to view the profile details for that record:
- John's personal details definitely show that he is opted-out: the 'happy to receive emails' setting for John is set to 'no'
- Click onto the 'History' tab and then click on the 'Generate' button in the 'Campaign History' section:
- When the display refreshes, the campaigns that John has been sent from gCast will be displayed. If he has never been included in a campaign send from gCast then the display will look like it hasn't changed. In this example, our John Smith record hasn't received any campaigns at all from gCast:
- You would expect to see either no campaigns at all or a campaign whose send date is on or slightly after the date on which the member says they unsubscribed
- Next, check the other record(s) that gCast has for John by clicking on the magnifying glass icon next to the record that has 'Allows emails' as 'Yes' (or right-click and open in a new tab) to view the profile details for that record:
- John has advised that he previously opted out but the first record shows his 'happy to receive emails' status as 'yes', meaning this record is still opted-in to receive email campaigns
- Click on the 'History' tab on the member record, then click on the 'Generate' button in the 'Campaign History' section:
- The campaign history for this record shows that John was sent the 'Special Offer' campaign, because this record is still opted in
- In this example, gCast appears to have performed how it is intended to perform and the issue is that there is more than one record for John's email address. This could be for a variety of reasons, most of which usually point to an issue regarding the source data. You can switch the member record here to 'happy to receive emails' is 'no' but we also recommend that you investigate your data import and/or sync methods to evaluate how and why your customer has more than one record in gCast
Does your member record in gCast match your source data?
If you've referred to your source data (i.e. CRM or POS) and believe that gCast has sent to different members or numbers of members than your calculations in your source data then compare the member profile in gCast to the member's profile in your source data (CRM, POS, etc).
If they are different then it is likely that, for some reason, your data in gCast has not been updated. You should check your data import or integration records for any errors or omissions of data.
You can manually change member profile settings in gCast if necessary - settings such as 'happy to receive' (opt-in status) and 'active user' are common settings that gCast users change in order to prevent a member receiving further campaigns
If the records match between gCast and your source data, you should evaluate the reason why you (or your customer) believe the member shouldn't have received the campaign.