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This article helps you diagnose and resolve issues with campaign reach, including consent failures, missing emails, and configuration problems with mailout exports and automated campaigns.

Check Campaign Details

1. Click Details on the campaign.
2. Check the counts for the campaign blast.               

Common Issues

Missing Subject Line

Issue: Campaign has no subject line. SendGrid refuses to send the email and it appears as SendGrid error in the communication log.

Fix: Add a subject line to the campaign. The campaign should not save without a subject, but this has occurred in isolated cases.

Consent Failures

Issue: All emails fail the consent check.

Fix:

1. Check the campaign types.
   • If you copied an old emergency campaign and are no longer in emergency mode, everyone will fail the consent check if no other campaign type is selected.
2. Check the ignore implied settings.
   • When ignore implied is checked, it requires that the patient have both deliberate email consent and a matching can send checked. This problem is common with converted clinics, as their patients frequently do not have can-sends set properly.
3. Click the More Info link next to campaign types in the campaign editor to see what consent settings are needed for the patient to receive the email.

No Email Failures

Issue: Most failures are marked as "no email".

Fix: Run a sync to update patient email addresses.

Mailout Export Issues

Issue: The potential number is 0 for a mailout export.

Fix: Check the exported SQL with the Edit SQL button. There is a bug where the SQL gets truncated when saving. Reference WB-6588.

Understanding Mailout Exports

1. VE Reports sends web a name, description, and a query.
2. Web saves the query into a campaign with the matching name. It updates the existing campaign if there already is a campaign with the same name or creates one if it does not exist.
3. Edit the campaign from VC Admin to set subject, text, campaign type, and other settings.
4. Schedule the blast (auto generate or single manual blast).
5. Web runs the saved query through iParadox to fetch the mailing list each time the mailout goes out. This grabs anyone who matches the query at send time.

Setting Up Automated Birthday Campaigns

Create the Campaign in VE Reports

1. In VE Reports, create a new mailout set to Create Campaign.

Adjust the SQL Query (Older Versions Only)

1. Click the Edit SQL button.
2. Paste in this query:

SELECT 
  DISTINCT(M.MainID)
FROM 
  MAIN M
WHERE 
  UPPER(M.PATIENTSTATUS) = 'ACTIVE' AND 
  M.MainDeleted = 0 AND 
  (1=1
--RULE #1=Birthday
AND (DATEADD(YEAR,DATEDIFF(YEAR,M.DOB,CURRENT_DATE),M.DOB) = CURRENT_DATE)
ORDER BY 
  M.MainID
  

Configure the Campaign in VC Admin

1. Navigate to VC Admin.
2. Locate the campaign.
3. Set the schedule to Daily after the text is finalized.

Troubleshooting Individual Patient Emails

Patient Appears in Communication Log

Check the fail reason and last event:

• Consent: Check Can Sends and campaign type.
• No email: Patient is not on web OR does not have an email on web. This happens when a patient was created recently or the email was updated recently and has not been synced.
• Email marked as sent: Check the event. Look for Bounce, Rejected, or Error.

Patient Does Not Appear in Communication Log

• For exports: Check if the query catches the patient.
• Duplicate emails: Check if there is another patient with the same email address. Campaigns only send to an email address once.

Related Articles

• Managing Campaign Consent Settings
• Creating and Scheduling Campaigns
• Understanding the Communication Log

Version Information

Birthday campaign SQL adjustment required in: Versions older than B11.4.3.LTS.