Automations in Seguno Email Marketing send triggered emails when a subscriber takes a specific action and meets eligibility requirements. If your automation is active but not sending, the cause is usually a subscriber eligibility issue or a configuration setting. Use the checks below to identify and resolve the issue.
General eligibility checks
Before reviewing automation-specific settings, confirm the following for the subscriber who did not receive the email.
Is the subscriber currently opted in to marketing, and were they subscribed when they triggered the automation?
Only subscribers who have opted in to marketing are eligible to receive automation emails. If a subscriber was not opted in when the trigger occurred, the email will not be sent.
Has the subscriber previously unsubscribed and then resubscribed?
If so, they will not trigger the Welcome or Coming Soon automation again after resubscribing.
Does the subscriber have an exclusion tag on their record?
If the automation is configured to exclude subscribers with certain tags, they will be skipped and removed from the automation.
Was the automation active before the subscriber triggered it?
Automations are not retroactive. They only send to subscribers who qualify while the automation is active.
Troubleshooting specific automation types
Coming Soon automation
The Coming Soon automation only sends while your store is in a pre-launch or password-protected state. Each subscriber can receive it only once in their history. If you are testing your store before launch, use a unique email address for each test.
Welcome automation
The Welcome automation only sends when your store is live and not in a pre-launch or password-protected state. Each subscriber can receive it only once in their history. If you are testing sign-up forms, use a unique email address for each test.
Abandoned checkout automation
Seguno Email Marketing only sends abandoned checkout emails to subscribers who have opted in to marketing before abandoning their cart. A subscriber must be opted in before they reach checkout for the email to send.
Tag-triggered automation
A subscriber must be opted in to marketing before the qualifying tag is applied to their record in order to receive a tag-triggered automation email. If the tag is applied before the subscriber opts in, the email will not send.
Third-party subscription apps
Seguno Email Marketing uses Shopify's subscription status to identify eligible recipients and as a potential trigger for the Coming Soon and Welcome automations. If you are using a third-party popup app, confirm that new subscribers are immediately updated to a subscribed status on their Shopify customer record.
Note:
If subscribers added through a third-party popup are not receiving automations, check the subscriber's Shopify customer record to confirm their marketing subscription status is set to Subscribed.
FAQs
Why is my Welcome automation not sending to new subscribers?
The Welcome automation only sends to subscribers who opt in while your store is live. If your store is in password-protected mode, the Coming Soon automation sends instead.
Also, confirm that each subscriber has not previously received the Welcome automation.
Can an automation send to a subscriber who unsubscribed and then resubscribed?
Not for the Welcome or Coming Soon automations. Once a subscriber has received either of those automations, they will not receive it again, even if they unsubscribe and resubscribe.
What happens if a subscriber has an exclusion tag when an automation triggers?
If the automation is configured to exclude subscribers with that tag, the subscriber will be skipped and removed from the automation queue.
Do automations send retroactively when first activated?
No. Automations only send to subscribers who trigger the qualifying action while the automation is active. Subscribers who took the action before activation are not included.
Why didn't my abandoned checkout automation send to a subscriber?
The subscriber must have opted in to marketing before abandoning their cart. If they were not subscribed at the time of checkout, the email will not be sent. One way to work around this is to set your abandoned checkout automation's first send to transactional.