Campaigns being sent to SugarCRM Target Lists
Campaigns being sent to SugarCRM Target Lists can ultimately fail or be loop in a constant delay, for typically one of two reasons. Which is that we either cannot extract ANY valid target records or you have a Target List that is returning a result of 0.
It's important to note, that our requirements for a valid target record (from a target list) are as follows:
1. Records from Accounts, Contacts, Leads and Prospects (ONLY)
2. Records with email addresses
3. Records that your SugarCRM user has ownership of
4. Records not flagged as opted out or invalid
We do not consider records belonging to other modules (i.e. users) to be valid, or records without an email address. Ownership is also important. If the SugarCRM user that you're authenticated to INBOX25 does not have ownership rights to the record(s) you want to send to, we cannot extract those records.
If you did not authenticate your INBOX25 + SugarCRM integration with a SugarCRM System Administrator user, we recommend trying that or ensuring that the user has the appropriate roles:
Use Admin -> Role Management
Email Marketer Plan
Pro Marketer Plan
Resolving the problem
In the event that a target list(s) return a result of 0, you will need to remove that target list from your campaign and schedule the campaign once again. You can accomplish this by clicking the play button for your failed campaign.
If we are unable to retrieve ANY target list records, then you need to consult the four points above and make sure that your target lists are compromised of records that meet those requirements.
Sending Campaigns to Subscriber and/or Marketing Lists
Campaigns being sent to Subscriber Lists or Marketing Lists will not sync to your SugarCRM because it is a separate CSV file that you will import through our List Manager. Therefore, checking the box off in Step 1 of the Email wizard "Sync Campaign with SugarCRM" whilst sending to Marketing/Subscriber Lists exclusively will result in the campaign failing.
In the alternative, if you ARE sending to a SugarCRM Target List or an entire CRM List, then you will need to check this box off, because if you don't...then the campaign will fail :).
Common Reasons for Campaign being Delayed
One reason a campaign can be delayed being sent would be if you scheduled the campaign within a few minutes of the scheduled time. Since we allow you to schedule an email campaign up to every 10 minutes of an hour, we typically suggest a buffer time of 10-15 minutes for an email campaign to queue up. So if you finish the email at, say 5:10, schedule it to be sent out at 5:20 or 5:30. If the campaign has delayed, it will be pushed back to another delivery window and then send.
Another reason a campaign can delay is if your Timezone does not match the timezone you are in. Please make sure that you select the correct timezone for your INBOX25 platform, that can be found under your General Settings.
Another reason a campaign may delay is if your SugarCRM Target List has not finished updating. If you clicked the (Update) button next to your SugarCRM Target List on Step 3.1 of the Email Campaign Wizard, and then you go to send the campaign out, it will delay or fail due to the list not being completed updated before the scheduled send. Make sure the list finished updating before you schedule or send out the email campaign.
Please open a Support ticket with us if after looking through these, your problem has not been resolved! :)