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The one thing to remember “Not sent” almost never means something is broken. Most of the time it means the system protected you — it refused to message someone who opted out — or the contact’s phone or email simply can’t receive messages. Only two reasons need action: Needs setup and Temporary delivery issue.
The six reasons — click each to see what to do
**Protection — no action
Opted out — send blocked
The contact asked to stop receiving messages.
What happened
The contact replied STOP or unsubscribed. The system blocked the send to honor their choice and keep you compliant.
Is anything wrong?
No — this is the system working exactly as designed.
What to do
Nothing. Never re-add these contacts manually.
** **Data quality — review lists
Unreachable phone/email
The number or address can’t receive this message.
What happened
The phone number is invalid, a landline, in a blocked region, or missing entirely; or the contact has no email address on file.
Is anything wrong?
Not with the platform — it’s a contact-data gap, usually from the original lead source.
What to do
If the count is large, review the lead source or run a list cleanup. Individual contacts can be corrected on their profile.
** **Action needed
Needs setup
A sending configuration needs repair.
What happened
Something in your workspace’s sending setup is off — for example a sending number that’s no longer active, or an email sender that isn’t verified.
Is anything wrong?
Yes — and it will keep affecting sends until fixed.
What to do
Check Settings → your phone numbers and email sender. If anything looks unfamiliar, contact support — this is usually a fast fix.
** **Usually self-resolves
Temporary delivery issue
A short-lived hiccup between systems.
What happened
A timeout or brief service interruption while handing the message off for delivery.
Is anything wrong?
Rarely. These come in small bursts and stop on their own.
What to do
Re-check the next day. If the count keeps growing for more than a day, contact support.
** **Informational
Other
A reason that doesn’t fit the main groups.
What happened
An uncommon condition prevented the send.
What to do
If this number is more than a handful, mention it to support so it can be looked at.
** **Historical
Earlier — reason not recorded
Older sends from before reason tracking began.
What happened
These sends predate detailed reason tracking (July 2026). New non-sends always carry a reason.
What to do
Nothing — this bucket only shrinks over time.
**
Decision tree — what to do when you see a “not sent” number
Weekly review routine (5 minutes)
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1. Open the Journey Board and pick your main sequence
Dock → Journey Board. The headline at the top reads the campaign for you.
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2. Read the headline first
Green = running healthy. Orange/red = it names the problem and the step. Trust it — it’s computed from the same numbers below.
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3. Scan the step cards for orange “not sent” footers
Muted gray footers (“mostly opted out”, “unreachable”) are informational. Orange footers (“needs setup”, “temporary”) deserve a click.
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4. Click the step and read “Not sent — why”
Follow the decision tree above for whichever reason dominates.
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5. Check “Overdue jobs” in the summary row
A large overdue count concentrated on one channel usually means that channel’s sender needs attention — the headline will typically call this out.
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6. Note the biggest drop-off step
The banner shows where most contacts stop progressing. That step’s message is your best candidate for a rewrite.
Common questions
Does a big “opted out” number mean my campaign is failing?
No. It means compliance protection is working. If the rate of opt-outs is climbing sharply, revisit the message content and frequency — but the blocks themselves are correct behavior.
Why does “currently here” say “estimated” on some very large sequences?
On rare occasions the exact count can’t be computed instantly and a close estimate is shown, clearly labeled. Exact counts return on the next refresh.
What does “Earlier — reason not recorded” mean?
Sends from before July 2026, when detailed reason tracking began. Every new non-send carries a reason.
Who fixes “Needs setup”?
Usually your workspace admin (Settings → phone numbers / email sender). If nothing looks wrong there, contact support — these are typically resolved quickly.
Channel Automation · Help · Last updated 2026-07-04. Questions? Ask your account manager, or open Help Docs inside the app — the same guidance lives there.