Customer Issue

A user didn't receive an email for a smart campaign.

Environment

• Studio | Campaigns
• Classic Studio | Connect | Smart Campaigns
  
  

Issue Details

A smart campaign is not delivered by either push or email if older versions of the app are stored in mobile_devices and the most recent version is unreachable. Delivery reports indicate communication is “delivered” to older versions when they are no longer installed on the user’s device.

Resolution

As a workaround, send a separate push and email campaign to guarantee delivery to each channel. Some users will receive both a push and an email.

Individual users that wish to receive mobile push notifications may reset their mobile reachability as follows:

1. Ensure that you have a strong cellular connection or WiFi.
2. Sign out of the app.
3. Go to Settings > Notifications > The app in question.
4. Toggle the Notifications to disabled, and then to enabled.
5. Log back into the app.

Please check the current status of this issue on the Known Issues Tracker. (Issue ID: CSUP-1547)