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Troubleshooting Welcome Automation
Troubleshooting Welcome Automation

Learn how to check why your contacts are not entering Welcome automation and resolve it

Vlad avatar
Written by Vlad
Updated over a week ago

If you have set up Welcome automation to greet your new clients, but you see that no one is entering the flow or maybe not all of the new contacts are getting the welcome messages, there are several things you might want to check. 

In this article, you will find the most common mistakes you can make when setting up Welcome automation workflows and steps on how to resolve them.

Troubleshooting process

⚠️Your signup forms do not work properly

There are two types of the Sign-up forms, those that you've set-up in Omnisend, and syncs with Shopify's footer form automatically. To check signup forms created in Omnisend are working, you should open your store via the Incognito mode (on Google Chrome or Android devices) or Private window (on Microsoft Edge, Internet Explorer, Firefox, Opera, Safari browsers) and sign up using an unused email address.

Note, the email address cannot be the same as the Sender’s email address you are using to send campaigns and automation.

Once you sign up, a success message will inform you about the successful signup, so check if your email address appears in the “Audience” tab and the Sign-up form report. In the Activity tab, you may check the information about the customer, including his profile info. Contacts synced from Shopify's footer form will have a newsletter tag.

⚠️Incorrect trigger is set for your automation flow

If you want your new contacts who signed up via one of the Omnisend forms or any form integrated with Omnisend to receive your Welcome newsletter, ensure that the trigger set is to “Signup” and the trigger rule is not set to any specific form or is set to “Form is any”:

Of course, you can choose a certain form to be the trigger, in that case, your trigger rule should be “Form is form name”. Or a certain form can be ignored with the trigger rule “Form is not form name”.

If you want to trigger this flow for several forms, the operator specified in the Form settings should be set to OR.

⚠️You are using audience filter in your automation flow

If you are using an Audience Filter based on the customer profile data, you won't face any problems with the automation workflow trigger. However, the Segment based Audience filter adds a little overhead to the system and may prevent your automation from being triggered.

Find more information on the Segment based Audience filter and Split-condition.

Alternatively, you may set the trigger to Contact enters the Segment. The information ones may use to filter out newly subscribed contacts in the Segment settings is:

  • opt-in date -> exist (added when a customer subscribes to the form created or integrated with Omnisend);

  • SMS channel -> subscribed (all customers, subscribing to the forms, or at the check-out).

⚠️You are using SMS message or Push message blocks and the contacts are exiting the flow

If you see a lot of contacts entering the flow, but almost none of them exiting, you might have message blocks causing the issue. The automation workflow is concluded of several blocks and contains an SMS message or a Push notification block. Check the option “Pass non-opted-in contacts to next workflow step”, which you can find in the mentioned block settings. This means that the contacts who are not subscribed to SMS or Push channels will skip this block and will continue the flow.

⚠️Review Automation performance

Once the automation is enabled, you may check its performance based on the stats available in the editor or presented in the Reports. For example, if we see that 24 customers triggered automation, but only 23 of them received your email.

Based on these stats, you may understand:

  • if your automation is not triggered, there is a problem in the Sign-up form or Automation settings;

  • if your automation was triggered, but the email message wasn't delivered, make sure you check all of the folders (Spam, Junk, Promotions), and check it out with some other email addresses.

Note that signup events will not trigger when a push subscription happens, meaning that a welcome event is not triggered for these customers and welcome automation is not sent to them.

No matter what problem you face, you can always contact the Support team and we will look into this problem together.

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