Skip and Error Logic for Emails

Skipped logic

A send or step is marked as Skipped when the system never attempts the send because the contact is not eligible for it at that moment.

• The contact does not have a required email address.

• A required merge field is missing.

• The contact is unsubscribed from outreach.

• The email address has a history that disqualifies the send, such as a historic hard bounce.

Important: An automatic skip is not the same as a manual skip. Automatic skips typically remove the contact from the cadence. A manual skip only skips the current wait or manual task step and then moves the contact forward.

Failed-send logic

A message is marked as Failed Send when the system attempts delivery, but the message is rejected or cannot be delivered.

• The send was attempted.

• The message did not successfully reach the recipient's inbox.

• For automated multi-step cadence emails, the contact exits the cadence after a failed send.

Cadence Detail of Recipients - No Email, Skipped

Cadence Detail of Recipients - Manually Removed

Bulk Message Detail of Recipients - Skipped

 

Quick FAQ

Does skipped mean the system tried to send?

No. Skipped means the system held the send back before attempting delivery.

Does a failed send mean the contact was unsubscribed?

Not necessarily. Failed send means delivery was attempted and did not succeed.

Can users see why a contact was skipped or failed?

Yes. The app can show the reason on the cadence detail page and on the contact profile page.