Why It Matters
Some Contacts may not complete the Automation process and end up with statuses like 'cancelled' or 'failed'.
How to Find These Contacts:
1. Via Automation:
Click on the counter next to the desired status in the Segment node. This action will direct you to the CRM with a filter applied for both the Automation and the Contact status.
For now only the counter in the Segment representing Contacts is clickable. In nodes the counter represents Tasks and not clickable for now.
2. Through the CRM:
Use the CRM's filter feature. Select the specific Automation, the Contact status you're interested in, and the Sender Profile. This method displays all Contacts with the specified status within the chosen Automation.
What Can You Do?
You can get information in the reasons for 'Canceled' and 'Failed' statuses here. If your situation doesn't align with the reasons mentioned, please inform us. Now let's see how to fix it.
While we're developing a feature to restart Automation for Contacts with 'cancelled' or 'failed' statuses, here's a current workaround:
1. Clone the Automation: Go to the Workspace where your Automation is located and click 'Clone' on the Automation card.
2. Link Sender Profiles: Attach the same Sender Profiles used in the original Automation.
3. Re-add Contacts:
In the Segment node, click 'Add Contacts'.
In the modal window, select the 'Automation' filter, choose the relevant status and Sender Profile.
Click 'Apply' in the bottom right corner of the filter, then 'Add selected Contacts'.
Note that if the problem that caused the Contacts to acquire Cancelled or Failed statuses wasn't solved, the workaround won't work, because the
Monitoring and Reporting Issues:
If the issue continues even after the restart of the Automation, please report it through Intercom, so we could help you fix it.