FAQ: CRM Automation

When I am sending "Preview" of the mail resources, the unsubscribe deep link is not replaced

"unsubscribe" deep link will be replaced only when it is sent from the real campaign. You can use "Test with user" inside the campaign in order to test "unsubscribe" flow

How to provide the possibility for users to opt-out from SMS communication

Include in the SMS message tag {{optout}}. When SMS is sent, the tag will be replaced automatically with a unique link that will lead the user to the optout page. In Data Studio you will be able to measure opt-out rate per campaign or SMS template

Users do not progress in the flow after CTA clicks on my emails, SMS, popups, and other communication assets?

The problem with the flow could be connected to an event where players click on a link that uses a label tag. In the communication asset (such as email, SMS, or popup), this tag translates the value depending on the conditions, meaning players never actually click the exact link as expected by the tracking setup.

To resolve this, you should use the "Click link containing" option instead of relying on exact link matches. This will allow the tracking to recognize clicks on links that contain certain keywords or segments of the URL, ensuring accurate tracking.

After making these changes, monitor the journey to ensure that tracking for CTA clicks works correctly.

Additional Help:

If you continue to experience issues, please contact support with detailed information, including:

• The specific journey involved and a link to the journey in the backoffice

• The exact tracking problems encountered

• Relevant screenshots or logs

I have an active journey flow and I would like to insert an email activity into it. Should I pause the campaign and insert the email, or do I need to create a new flow for this change to be done?

You can add the email to the active journey flow without creating a new flow and without stopping it. However, keep in mind the following:

• Insertion Point: You can insert the email wherever you want within the journey.

• User Progress: Users who have already passed the point where you are adding the email will not receive it because they have moved beyond that point in the journey.

For example if we want to add the email activity where the red rectangle is:

We would insert the Email activity and change the connections Delay 1h -> Email -> SMS You can see that users after point 2 has already passed that point in the campaign and will "miss" the email, while users who are in the phase of the delay or prior to it in point 1 will receive it once they are out of the delay.

Additional Help:

If you need further assistance with modifying your journey flow, please contact support with detailed information, including:

• The specific journey you are working on

• The exact point where you want to insert the email

• Any relevant screenshots or logs

By understanding these guidelines, you can effectively manage and update your active journey flows without interrupting the user experience.

Why didn’t I receive any SMS from the campaign?

Smartico’s role in sending SMS is to prepare the content and send a call to the SMS gateway to deliver the message. There could be several reasons why the SMS didn’t go out. Here are the steps to diagnose and resolve the issue:

Before Contacting Smartico Success Managers, Check the Following:

1. Check the Error Message:

   • Hover over the exclamation mark representing the error message to see a short description of the issue.

   • Alternatively, use the grid icon to view the “fail reason” column.

   • Click on the arrow on the left side to open details and preview the message for better visibility.

Hover the "1" to see the error

Click to expand for more details

In the example above, the phone number is invalid.

Possible Solutions:

1. Verify Phone Number:

   • Check in your PAM if the user's phone number is valid.

   • Verify with the SMS provider the phone number that was attempted to be sent.

2. Check SMS Provider Permissions:

   • Ensure that the SMS provider allows you to send messages to the target country.

Common Examples of Errors:

1. System Error:

   • Errors from the SMS gateway might not be mapped and will appear as “system error.” Expand to find the full response from the gateway. Check if the user's phone number is valid in your PAM.

   
2. Insufficient Balance:

   • Ensure there are sufficient credits in the SMS gateway.

3. SMS Disabled for User:

   • The user has opted out from the PAM or unsubscribed from SMS through Smartico unsub links. Exclude such users from campaigns to avoid sending SMS to ineligible recipients.

4. User/Global CAPs:

   • The SMS was blocked due to anti-spam limitations configured during onboarding. To change these limits, contact your Success Manager.

Additional Help:

If you continue to experience issues, please contact support with detailed information, including:

• The specific campaign involved and a link to the campaign in the backoffice

• The exact error messages encountered, and the users affected by them

• Relevant screenshots or logs

By following these steps, you should be able to troubleshoot and resolve issues with SMS delivery in your campaigns effectively.

Why did users stop progressing in the "Traffic Split" stage in my campaign?

The issue arises from the connections in the traffic split stage. Here’s a detailed explanation.

The most common reason for this is because the names of the variants in the traffic split were changed after the initial setup.

Originally, the traffic split variants were named “Variant A” and “Variant B”. These were later changed to “Brazil A” and “Brazil B”. Changing the names of the variants does not update the flow connections automatically. As a result, the system could not recognize the connection, causing the users to stop progressing further.

To resolve this issue, ensure the connections are correctly established after renaming the variants.

Do Not Change Naming

Avoid changing the names of the variants after setting up the flow. If renaming is necessary, ensure to re-establish the connections.

Remove and Re-add Elements:

If renaming is unavoidable, remove the elements and add them again to ensure the correct connections are populated.

Restore Original Names:

Alternatively, restore the original names of the split elements to maintain the connections.

Additional Help:

If you continue to experience issues and the name of the split groups were not changed, please contact support with detailed information, including:

• The specific campaign involved and a link to the backoffice

• The exact configuration changes made

• Any relevant screenshots or logs

By following these steps, you should be able to troubleshoot and resolve issues with traffic split stages in your campaigns effectively.

Why I don't see new users in the "Live view" in the flow of the campaign

The "Live view" presentation is updated every 5 minutes, so you may need to check results a bit later to get updated data