Skipped
An email step will be skipped if any of the following are true:- Hard bounce on file. A previous attempt to email this customer resulted in a hard bounce (e.g. the address does not exist or was permanently rejected by the provider).
- No email address. The customer’s email address is blank.
- Email validated as invalid. A prior validation check flagged the address as invalid (e.g. malformed address or non-existent domain).
Delayed
- Outside the preferred sending window. If the campaign has a preferred sending window configured and the current time falls outside of it, the email will be rescheduled for the next time the window opens.
SMS
Skipped
An SMS step will be skipped if any of the following are true:- Customer opted out of marketing SMS. The customer has explicitly opted out of receiving marketing text messages (e.g. by replying STOP).
- No phone number. The customer’s phone number is blank.
- Unsubscribed from the sending number. The specific business phone number attempting to send the message has this customer on its unsubscribe list.
Delayed
- Outside the preferred sending window. Same as email — if the current time falls outside the configured sending window, the SMS will be rescheduled.