Sequences · Journey Board · SOP

Journey Board — "Not Sent" SOP

How to read the "not sent" numbers on your sequence Journey Board, which reasons actually need your attention, and the weekly routine that keeps campaigns healthy. Part of the Journey Board Complete Guide.

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

Decision tree — what to do when you see a "not sent" number

Weekly review routine (5 minutes)

  • 1. Open the Journey Board and pick your main sequence
    Dock → Journey Board. The headline at the top reads the campaign for you.
  • 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.
  • 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.
  • 4. Click the step and read "Not sent — why"
    Follow the decision tree above for whichever reason dominates.
  • 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.
  • 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.