An HQ campaign is sent to many shops in one click. Sometimes the send does not finish, or some messages fail. The Campaigns page has tools for both cases. This article explains what you see and what each button does. To build and send a campaign in the first place, see Building and sending HQ Campaigns.
Open HQ dashboard → Franchise Ops → Campaigns.
Campaign states you may see
Each campaign in the list has a status badge. The ones this article covers are:
- SENDING: the campaign has started sending.
- SENT: sending finished.
- STOPPED PARTWAY: sending started and did not finish.
Sending may have stopped
If a campaign stays in SENDING for about 20 minutes, an amber box appears on it. It is titled Sending may have stopped. It says the campaign started sending a while ago and never finished, and that it can't be sent again, so no one will get it twice.
People who can manage organization settings (org owners and admins by default) also see a Mark as stopped button.
- Click Mark as stopped. A short confirmation asks if you want to mark the campaign as stopped. It says this records that sending stopped partway and counts the messages that already went out. It also says it doesn't send anything.
- Click Yes, mark as stopped, or Cancel.
- A message tells you how many messages went out before sending stopped. For an older campaign it says that count isn't known.
The badge now reads STOPPED PARTWAY.
Resume sending
A STOPPED PARTWAY campaign shows an orange box titled Sending stopped partway. It lists how many messages went out and, if any, how many failed.
If SalesThumb kept a per-person send log for that campaign, the box says you can resume sending and that it only messages people the campaign hasn't reached yet. Nobody gets it twice.
- Click Resume sending.
- A window titled Resume sending "Campaign name"? opens. It says this sends only to people the campaign hasn't reached yet. It also says opt-outs, quiet hours and the daily marketing limit are checked again for each person, and that this cannot be undone.
- Wait for the count. It reads "Up to N people will be messaged." Under it, Already reached, so not messaged again shows how many people are skipped.
- Click Resume sending to confirm.
If nobody is left, the window shows a note such as "There's nothing left to send for this campaign." and the confirm button stays off.
Campaigns that started before the send log
For an older campaign without a send log, the box says it started sending before SalesThumb kept a per-person send log, so it can't be resumed safely. It gives a Start a new campaign button. A new campaign goes to the whole audience, including anyone the old one already reached.
Retry failed
A SENT campaign can still have failures. When it does, a line under it says how many messages failed and shows a Retry failed button.
- Click Retry failed.
- The window is titled Retry failed messages for "Campaign name"? It says this re-sends only to people whose message failed. The same checks for opt-outs, quiet hours and the daily marketing limit run again.
- Click Retry failed to confirm.
What you see after a resume or retry
A message reports how many messages were sent and how many failed. It can also say how many were already reached and not messaged again. If a shop was held back, the message names the shop and the reason. Quiet hours, the marketing limit and the org-wide opt-out check can each add a line.
Choosing shops when you build a campaign
The campaign builder has an Audience shops choice:
- All shops
- Selected shops: a list of your shops with checkboxes. A closed location is listed with a Closed badge and can't be ticked.
With Selected shops, the hint under the list says how many shops are selected and that shops you add later won't be included. You must pick at least one shop to save.
Who can do this
Mark as stopped, Resume sending and Retry failed show for people who can manage organization settings. Other HQ users can see the campaign list but not these buttons.
Frequently asked questions
Q: Why does my campaign say Sending may have stopped?
A: The campaign has been in Sending for about 20 minutes and never finished. SalesThumb flags it so you can mark it as stopped and then resume it if a send log exists.
Q: Will anyone get the message twice if I resume?
A: No. Resume sending only messages people the campaign hasn't reached yet. The window shows how many people were already reached and will be skipped.
Q: Does Mark as stopped send anything?
A: No. It only records that sending stopped partway and counts the messages that already went out.
Q: Why can't I resume an older campaign?
A: It started sending before SalesThumb kept a per-person send log, so it can't be resumed safely. Start a new campaign instead. It goes to the whole audience, including anyone the old one already reached.
Q: What does Retry failed do?
A: It re-sends only to people whose message failed. Opt-outs, quiet hours and the daily marketing limit are checked again for each person.