Automation

FAQ dictionary

  • jinjava – a language that allows you to embed variables of different types in the content of your message: recommendations, attributes, code pools, aggregates, and so on. To see the instructions on how to create elements using jinjava, go to the following link.
  • Each section below relates to situations where the end event of an automation is present on the user card, but the message has not been displayed or no event has been sent to the user.
Email display issues
When the content of your message is displayed correctly except for the dynamic elements (recommendations, inserts, and so on), check if jinjava is correctly embedded into the email.
The email is displayed incorrectly or differently than in the editor
Email clients and providers may interpret your content in various ways. Test your content on different email clients to make sure that it’s displayed correctly regardless of the customer’s software.
The email is not displayed correctly on mobile devices
In the drag & drop creator, you can check how your message will be displayed on mobile devices. Remember that if you use an HTML editor to create your message, the template may not be responsive and adaptive to all devices.
The email looks different than the template that was used in the automation

Changes made to the email template do not affect an already launched automation. When you introduce changes, create a copy of the automation, stop the old automation and start the copy.

If your analytics are based on the ID of an email sent from an automation, you need to update those analytics. The start of each copy of a journey generates a new message ID.

Email not sent

Each irregularity in sending messages is best checked on the customer’s card. In the Synerise platform, go to CRM and click a customer to see the details and identify the problem.


  1. There is a message.notSent event present in the customer’s card. This event has a parameter called extra, which contains information on why the message was not sent. Here are the two most common reasons:

    • missing parameter value - There is a parameter in the message based on an aggregation or a catalog that the system could not retrieve. In this case, check the following items:

      • the event on which the aggregate is based is present in the customer’s card
      • the aggregate or elements retrieved from the catalog are correctly embedded in the email message
      • the aggregate used in the email message is properly constructed
      • the elements used in the email are present in the catalog
    • missing attribute value for tag - There is an insert in the message based on a customer attribute that the system could not retrieve. In this case, check the following items:

      • the parameter is present on the customer’s card
      • the parameter is embedded correctly in the email
  2. There is no message.notSent event on the customer’s card, and the automation has been completed. In this case, check the following items:

    • the customer’s marketing agreements were enabled when sending the message
    • if messages were to be sent without checking the marketing consent, please make sure that the Send without marketing agreement option was switched on in the automation’s email block
    • the embedded elements that use jinjava do not contain mistakes
  3. The message.sent event is present on the customer’s card, but the customer did not receive the message. In this case, check the following items:

    • the SMTP integration is configured correctly (please confirm that you can send test email campaigns with the content “test” from the level of the campaign module)
    • the customer has a valid email address
    • the customer has checked their SPAM folder
    • ensure that your email provider is not blocking the messages that you’re trying to send
  4. The message has been sent, but there is a soft/hard bounced event on the customer’s card. This is information sent by the recipient’s mail server about the inability to deliver a message. There are two types of bounces:

    • soft bounce - the reason for not delivering the message is temporary (for example, caused by a full inbox) and the message can be delivered at the next attempt
    • hard bounce - the reason for not delivering the message is permanent (for example, a recipient’s email address does not exist) and you should not attempt to re-deliver the message or send any subsequent messages to the given email address. Such addresses will be blacklisted by EmailLabs, but if you are integrated with a different provider, you need to handle blacklisting yourself (for example, by building your segmentation in a way that filters out customers with a hard bounce event).
Tip: If you are sure that a given email address hard bounced but should not have been blacklisted, contact your provider.

SMS message not sent
  • Check if the SMS gateway is configured correctly. Confirm that you can send test SMS campaigns with the word “test” from the level of the campaign module.
  • Check if the customer meets the requirements to receive the campaign (has a valid phone number and consent given to receiving SMS messages).
  • If inserts are used in the text of the SMS message, check that those inserts are correct and confirm that the user has the information necessary to display the contents of the insert.
  • If the message.sent event is on the customer’s card, confirm that the SMS gateway does not currently have errors on its side. In that case, confirmation with the external supplier is necessary.
Mobile campaign not sent
  • Check if the customer meets the requirements to receive the campaign and has given consent to receiving Mobile Pushes.

  • Check if inserts are used in the body of the mobile message. If they are, make sure that the customer has the information necessary to display the contents of the insert.

  • Test mobile messages using the campaign module. Check if sending mobile messages works outside of automation. If it does, review the rules of your automation again.

Web push not displayed
  • Check if the customer meets the requirements to receive the campaign, has given consent to receiving Web Pushes, and uses a browser that displays this type of campaigns correctly.

  • Check if anything had been changed in the Web Push configuration before the error occurred. For example, a service worker on the website may have been moved. You can also read more about Web Push configuration here.

  • Check if inserts are used in the body of the Web Push message. If they are, confirm that the customer has the information necessary to display the contents of the insert.

  • Test Web Pushes using the campaign module. Check if Web Push works outside of automation. If it does, review the rules of your automation again.

Note: If you didn’t find the answer to your issue, please collect all relevant information and provide our help desk with examples or screenshots.