What this helps you do
When a message does not reach someone, the Hub tells you why, so you know whether there is anything to fix. Most of the time there is nothing to do on your side: the person muted or disconnected in Blasts, replied STOP, or their email bounced: someone connected on Blasts is moved back to Blasts automatically, and someone who receives only by email is not emailed again.
When to use it
Check this when Sent and Scheduled shows a send did not fully deliver, or when a banner on Home says your Blasts account needs attention.
How to do it
- Open Sent and Scheduled and open the send to see the reason any message did not deliver. Where Blasts reports receipts, a Blast also shows two totals: how many messages reached people on Blasts and how many were opened there. They are totals, never a list of who opened what, and email has neither.
- If someone muted or disconnected in Blasts, there is nothing to fix. They can reconnect whenever they like, and someone who has moved on simply stays disconnected.
- If someone replied STOP, their person page shows it, nothing is sent to them until they reply START, and they were removed from every audience. START does not put them back, so add them to their audiences again if they should still receive.
- If a person's email bounced and they are connected on Blasts, the Hub moves them back to Blasts automatically. If they receive only by email, they are not emailed again; a working address they give you is added as a new person.
- If your connections look out of date after an import or a busy signup period, click Sync connections.
- If a banner says your Blasts account needs attention because the session expired, tap Reconnect. This affects your organization's session only, never anyone's connection.
Example
After an urgent notice, a handful of messages show as not delivered. The screen explains that two people disconnected and one muted the sender. There is nothing to fix, and any of them can turn messages back on whenever they like. You click Sync connections so the list is current before the next send.
Good to know
- No credits are charged for failed sends.
- Those totals exist only for Blasts, as Blasts reports them back. Email has no such totals, and there is no per-person list.
- Neither total, nor a YES or NO reply, is an acknowledgement. The Hub counts YES / NO replies against your organization's most recent YES / NO message from the last three days, whichever audience it went to, so ask one question at a time.