Automations and notifications
Why a customer didn't get an email or text
In this article
Open Automations → History and set the dates to cover the day it should have gone out. The row's status tells you what happened: Skipped and Failed give the reason under the automation's name, Scheduled means it's still waiting, and Sent means the provider accepted it. No row at all usually means the automation was switched off.
Check History first
- Click Automations in the menu on the left, then the History tab.
- History opens on yesterday and today. Change the date range to include the day you expected the message.
- Use the search box (it searches automation, trigger, recipient and result) to find the customer, or pick the automation under All automations.
- Click ⋯ → Preview on the row to see what was sent, or why nothing was.
What the status means
| Status | What to do |
|---|---|
| Sent | BizBaby handed it to the email or text provider. That doesn't prove it reached the inbox. Ask the customer to check spam or junk, and check that the email address or phone number on their record is right. |
| Scheduled | It's waiting for its time. Reminders are set days after the estimate or invoice, and anything due outside your working hours waits until you next open. |
| Skipped | It ran with nothing to send. Read the reason and see the list below. |
| Failed | It couldn't be sent. The reason shows under the name. For an email from an automation you made, ⋯ → Retry email sends it once more. |
| Canceled | It was dropped while waiting: the automation was switched off, or the customer already approved the estimate or paid the invoice, so the reminder wasn't needed. |
Common reasons
- The customer has no email address or phone number. Add it to their record. That message is skipped until there's somewhere to send it.
- The automation is off. On My Automations, check its Active switch. Estimate and invoice emails and reminders start switched off for a new business. See Built-in automations.
- It was a draft. Draft estimates and invoices are never emailed automatically. Send them yourself.
- A text shows 🔒 Off. Your business number isn't registered for texting yet (A2P 10DLC). See Text messaging registration.
- "The customer turned off this type of email notification" (or text notification). They changed their Email & text preferences. Only they can turn it back on.
- The email came from BizBaby, not your business. No business email is set, so it went out from a BizBaby no-reply address and some customers may ignore it. See Set up your email templates and sender details.
- Texts are failing. See My texts are failing.
Related
- How automations work
- Email and text notifications to customers
- Messaging limits and delivery problems
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