Troubleshooting tips for Followup Messages

In this guide, we will go over common follow up messages questions and troubleshooting steps. For details on how to use the follow up messages feature, please check out our guide Follow Up Messages.

If your launched followup messages are not showing for senders, make sure to confirm your followup launch expiration date has not already ended, and that the targeted audience is over 0. 

Issue: You created your follow up campaign but senders do not see them populating in the messenger.

Solution: This is a common issue that can arise when the follow up campaign is created, but the launch button is not selected from the campaign's "Followups" section. When a follow up is created, it processes as a draft and the launch button needs to be selected to move forward. 

Issue: You have set up multiple follow up campaigns that you want consecutively sent to the same target audience; however, everyone is receiving the most recent follow up campaign you launched.

Solution: By design, only one follow up message can be active at a time to the same target audience; the most recent follow up will override the others if multiple ones are launched at the same time to the same contacts. When targeting the same audience with multiple follow ups, you can create draft follow ups to have prepared to launch after the senders have finished sending the previous set of launched follow ups. However, if you create follow ups that target different audiences (i.e. one to people that didn't response and one to people that did respond) then both can be sent simultaneously.  

Issue: You have a draft follow up campaign and have since had changes occur with the targeted contacts, but the audience size didn’t change on the follow up campaign draft. For example, you set your follow up campaign targeting to only contacts that replied at least once, but since creating that draft follow up, more contacts have replied.

Solution: By design, the audience size doesn’t automatically update when changes are made to the contacts targeting. To update your targeted base segment, click the three vertical dots > "Edit" and then click "Update Followup." When you view the audience size it will then reflect the updated number of contacts.

Issue: You have created your follow up campaign and clicked the "Save Followup" button. However, when you click "Launch" you receive a "Unable to launch the follow up right now" error.  

Solution: This will occur if the audience size for the follow up campaign is 0. There are two reasons the audience size may be listed as 0:

  1. The segment chosen when building your target doesn't include any contacts. For example, selecting only contacts who replied at least once to the past campaignbut there were no responses on the last campaign. You'll need to revise your targeting to ensure it includes at least 1 contact.
  2. When building your target list segment the "Set Base Segment" button was not selected before clicking "Save Followup." You'll need to now add a segment and click "Set Base Segment" to correct this issue.