Campaigns

Campaign limits

Capping works for the entire module on which the limit was imposed, so you should set it carefully. After clicking on the type of campaign you are interested in, the box will expand allowing you to set the Limit and/or Period.

limit email content

These are examples of correct capping definitions: Limit: 1 Period: 2w (meaning once every two weeks), or Limit: 3 Period: 1d (a maximum of three times per day).

Email
  • Check if the recipients have given consent to receive emails.
  • In the case of sending emails to an entire segment, check if the segment is built correctly. More information on building segments is available here.
  • In Settings > Campaign limits, check if there is a limit set on the number of sent emails.

limit email content

SMS
  • Check if the recipients have a phone number on their customer’s cards.
  • Check if the recipients have given consent to receiving SMS campaigns.
  • Verify if the SMS gateway is not overloaded.
  • In Settings > Campaign limits, check if there is a limit set on the number of sent SMS messages.
Dynamic Content
  • Check if limits were set during the creation of the campaign.
  • Check if the data has been correctly specified in the Display settings. These are the available fields:
    • Delay - specifies the delay before the campaign is launched.
    • Page targeting - restricts the displaying of the campaign to particular pages.
    • Frequency - the frequency of displaying the campaign (always, once, one per visit, and so on).
    • Stop display - defines the conditions for stopping the display of the campaign (after clicking, exceeded lifespan, and so on).
    • Number of views - defines the number of times after which a campaign is not displayed any more.
Landing Page
Tip: The display of a landing page campaign can be limited to specific hours, days of the week or days of the month.
  • Check if the landing page campaign display settings have been correctly set up.
  • Data is provided in the Display settings tab when creating a campaign. Fields are defined as follows:
    • Type of period - choose the granularity in which the campaign will be active.
    • Daily - set the campaign to display within certain hours (the campaign will not be displayed at a different time than the time-span selected).
    • Weekly - limit not only to certain hours, but to certain days of the week as well.
    • Monthly - limit not only to certain hours, but to specific days of the month as well (for example, the first day of every month).

limit per Landing Page

Web push
  • Check if the web push integration has been set up correctly. You’ll find instructions on how to configure web pushes at this link.
  • Check if the customers you want to send a web push to have given consent to receive a web push.
  • In Settings > Campaign limits, check if there is a limit imposed on the number of web pushes that can be sent.

Sending out campaigns

Email
  • Check if the SMTP integration is configured correctly.
  • Verify that your email server is functioning properly.
  • If a template contains inserts, make sure that the item of information you want to display using an insert is available on the customer cards of the recipients. For example, if you want to mention the recipient’s city name in the template, check if all recipients have the name of the city in the customer’s card, otherwise, this insert will not display.
  • Check if your customers have agreed to receive your newsletter.
  • Check if the Schedule section in your campaign is not set to start at a future date.
SMS
  • Check if the SMS gateway is configured correctly (make sure that you can send a test SMS from the level of the campaign module).
  • Check if the SMS server works properly.
  • Check if the customer meets the requirements to receive the campaign (a valid phone number and a valid permission).
  • If inserts were used in the SMS template, make sure that the item of information you want to display using an insert is available on the customer cards of the recipients. For example, if you want to mention the recipient’s city name in the template, check if all recipients have the name of the city in the customer’s card, otherwise, this insert will not display.
Mobile
  • In Settings > Tools > Integration, check if Firebase is configured correctly.
  • Check that a push.sent event is present in the customer timeline in the CRM profile.
  • Check if the mobilepush.received event is present in the customer’s card. Each time a mobile push is delivered to a recipient, you can see this event on the list of activities in the customer’s card.
  • Check if the recipient gave marketing agreements and that campaign limits are not exceeded.
  • If you used inserts in the template, make sure that the item of information you want to display using an insert is available on the customer cards of the recipients. For example, if you want to mention the recipient’s city name in the template, check if all recipients have the name of the city in the customer’s card, otherwise, this insert will not display.
  • If a mobile push doesn’t link to the app screen, check if the application supports deep linking.
Web push
Tip: Remember that a web push will be shown during the second and subsequent visits.
  • Check if the web push integration has been set up correctly. You’ll find the instructions on configuring web pushes at the following link.

  • In case there are any inserts used in the template, make sure that the item of information you want to display using an insert is available on the customer cards of the recipients. For example, if you want to mention the recipient’s city name in the template, check if all recipients have the name of the city in the customer’s card, otherwise, this insert will not display.

  • Check if the recipient’s browser supports web push notifications.

Inserted objects and opt-in/opt-out

Email
  • Check if you copied the insert from the list and pasted it into the template.
  • Try sending the campaign to a test segment. This will allow you to check if the insert was implemented correctly. If you don’t receive the test email, check if you have the information needed for the insert in your customer details (CRM).
  • Verify that you’ve created a resignation page beforehand (a resignation page will be shown in the creator’s blocks). You’ll find instructions on creating resignation pages at the following link.
SMS
  • Make sure you copied the insert from the list and pasted it into the template.
  • Try sending the campaign to a test segment. This will allow you to check if the insert was implemented correctly. If you didn’t receive the test sms, check if you have the information needed for the insert in your customer details (CRM).
  • Check if the chosen insert is the same as the one you wanted to use.
Mobile push/Dynamic Content/Landing Page/Web push
  • Try sending a campaign to a test segment. This will allow you to check if the insert was implemented correctly. If you didn’t get any Mobile push/Dynamic Content/Landing Page/Web push, check if you have the information needed for the insert in your customer details (CRM).
  • Check if the chosen insert in the Mobile push/Dynamic Content/Landing Page/Web push is the same as the one you wanted to use.

Integrations

In case you have any problems with integrations, have a look at our documentation. To properly verify the data, you’ll need to log in to your account in Synerise and go to the Integration module.

Email
  • Check if a Mail account has been created and that it has a Confirmed status.
  • Check if integration has been carried out in accordance with the following instructions.
SMS
  • Check if it is possible to integrate with the SMS gateway. Follow the instructions given here.
  • Make sure that the account was configured according to the instructions from this link.
Mobile
  • Check if a mobile SDK was prepared.
  • Check if events were defined in the mobile application.
Tip: Have a look at the detailed Android and iOS specifications.
Web push
  • Check if you downloaded the manifest.js and service worker files from Settings > Web push.
  • Check if the files have been embedded on your webserver.
  • Check if the HTML code from Settings > Web push was embedded on your website. More information can be found here.

Sending/receiving events

Email
  • Check if customers have given consent to receive newsletters.
  • Check if the template is built correctly.
  • Check if anyone else received the email or has the events on their customer’s card.
  • Ensure that the email campaign is scheduled.
  • Verify the email integration.
  • Check if the recipients of the campaign are in the proper segment.
SMS/Mobile push/Web push
  • Check if customers have given sms/push/web push consent.
  • Check if the template is built correctly.
  • Check if anyone else received an sms/mobile push/web push or has events on their customer’s card.
  • Ensure that sms/mobile push/web push sending was scheduled.
  • Verify the sms/mobile push/web push integration.
  • Check if the campaign in question is still on the list of sms/mobile push/web push campaigns.
  • Make sure that the campaign in question has actually been sent (it might still be waiting to be sent).
  • Check if the recipient of the campaign belongs to the proper segment.
Dynamic Content
  • Check if the customer meets the conditions required to display the dynamic content.
  • Check if there are any dynamic content display events on the customer’s card (recipient of the message). In case there are any Call-To-Action buttons, please provide our help desk with the link you are redirecting to. After clicking the CTA, the redirection link has Synerise parameters included in the url.
Tip: Show events are sent only when the customer actually sees the content - for example, scrolls the page until the very end.
Landing Page
  • Check if the landing page was created in Synerise.

  • Check if the campaign in question was tracked by Synerise.

  • Check if the visitors to your page have the relevant events on their cards in CRM.

  • Create a trend basing on the page.visit event and use the URL as an attribute of the event to check the visits on this page.

Templates

Email
  • Verify that the template has been checked on a test website. If it displayed correctly there, provide our help desk with the code of the template and examples/screenshots of what it looked like before/during the problem.
SMS
  • Check if the limit of characters wasn’t exceeded in the SMS.
  • Check if the imported template was displayed correctly before it was loaded.
  • Ensure that the template does not contain special characters.
  • Check if the graphics used in the message do not exceed the allowed size of the message.
  • In the case of HTML messages, check if the pictures have been imported to the internal library (Assets > Files explorer).
  • Check if the correct link to the image was used and added to the appropriate place in the template.
Mobile
  • Check if the operating system has been correctly defined.
  • Check if the graphic files used in the template are not corrupted or in the wrong format.
Dynamic Content
  • Check if you have correctly defined the dynamic content group.
  • Check if the URL where the campaign will be displayed has been defined correctly.
  • Check if there’s been a limit imposed on displaying dynamic content.
  • Check if the CSS selector was correctly defined in the Content section.
Landing Page
  • Check if the HTML code that was added to the Landing Page displays correctly.
  • Check if the images were previously added to the Synerise server (Assets > Files explorer).
Web push
  • If a web push is displayed differently than expected, check how a specific browser, operating system, or device handles web pushes.
  • Check if a limit was set on the display of web push notifications.
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.