Email & SMS Campaigns – Complete Troubleshooting Guide

Overview

Email and SMS campaigns in Hana POS are essential tools for customer engagement, promotions, and retention. Issues in this module directly impact:

• Marketing performance
• Customer communication
• Revenue from repeat business

Unlike operational issues, campaign problems may not always be immediately visible, but they can significantly affect long-term business growth.

Why This Matters (Support Context)

Campaign-related issues often lead to frustration and confusion, especially when:

• Emails or SMS are not delivered
• Campaigns show as sent but customers don’t receive them
• Performance metrics (open rates, clicks) are unexpectedly low

? Key Insight:
Most campaign issues are caused by:

• Invalid or poor-quality customer data
• Incorrect campaign configuration
• SMS credit limitations
• Email spam filtering

? Support agents must focus on validation, testing, and education, not just troubleshooting.

Common Symptoms Reported by Florists

Florists may report:

• Emails not sending
• SMS not being delivered
• Campaign not scheduled or not triggering
• Low open rates or engagement
• Campaign stuck in draft or pending state

Root Cause Categories

1. Audience/Data Issues

• Invalid or outdated email addresses
• Incorrect phone number formats
• Duplicate customer entries

2. Campaign Configuration Issues

• Campaign not properly scheduled
• Incorrect targeting or filters
• Missing required setup fields

3. SMS Credit Limitations

• Insufficient SMS credits
• Expired or unused balance

4. Email Delivery Issues

• Spam filtering
• Domain/email reputation issues

5. System/API Issues

• Temporary delivery failures
• Backend communication issues

Step-by-Step Troubleshooting Process

⚠️ Always start by identifying campaign status and validating setup.

Step 1: Check Campaign Status

Navigate to the campaign section and verify:

• Draft → Not yet sent or scheduled
• Scheduled → Will send at specified time
• Sent → Already executed

? Why this matters:
Many issues arise simply because the campaign was never scheduled or sent.

Step 2: Verify Audience List

Check the selected audience:

• Ensure email addresses are valid and correctly formatted
• Verify phone numbers include proper format (country code if required)
• Remove duplicate entries

? Key Insight:
Invalid or poor-quality data is the #1 reason for delivery failure.

Step 3: Test the Campaign (Critical Step)

• Send a test email/SMS to the florist’s own contact details
• Confirm:
  • Delivery success
  • Content formatting
  • Links (if included)

? Why this matters:
Testing isolates whether the issue is:

• Campaign setup-related
• Data-related
• System-related

Step 4: Check SMS Credits

For SMS campaigns:

• Verify available SMS balance
• Ensure credits are sufficient for the campaign size

? Important:
If credits are exhausted, SMS will not be sent at all.

Step 5: Review Campaign Setup

Verify:

• Campaign type (Email/SMS)
• Target audience selection
• Scheduling date and time
• Message/content completeness

? Common Issue:
Incorrect scheduling or incomplete setup prevents campaigns from running.

Performance-Related Scenario (Low Open Rates)

This is not a technical failure but a performance concern.

Possible Causes:

• Emails going to spam folder
• Unengaging subject lines
• Outdated customer list

Suggested Guidance:

• Improve subject line clarity
• Clean and update customer list
• Avoid excessive frequency of campaigns

Critical Scenarios & Handling

Emails Not Delivered

Possible causes:

• Invalid email addresses
• Spam filtering

✅ Action:

• Verify email list quality
• Test with known valid email
• Ask florist to check spam/junk folder

SMS Not Delivered

Possible causes:

• Insufficient credits
• Invalid number format

✅ Action:

• Check SMS balance
• Validate phone number format

Campaign Not Scheduled

Possible causes:

• Campaign left in draft
• Incorrect scheduling setup

✅ Action:

• Verify status
• Ensure correct date/time selected

Campaign Sent but No Results

Possible causes:

• Audience issues
• Spam filtering

✅ Action:

• Test campaign
• Review audience quality

Best Practices for Support Agents

• ✅ Always check campaign status first
• ✅ Always validate audience data quality
• ✅ Use test campaign to isolate issue
• ✅ Verify SMS credits before troubleshooting delivery
• ❌ Do NOT assume system issue without testing
• ❌ Avoid skipping validation steps

Escalation Guidelines

Escalate ONLY IF:

• Test campaign fails to deliver
• Multiple campaigns are failing across florists
• API or system errors are visible
• Delivery issues persist despite valid data and setup

? Include in escalation:

• Campaign ID
• Campaign type (Email/SMS)
• Audience size
• Test results
• Screenshots (if available)

FAQ Section

Q1: Why are emails not being delivered?

Most commonly due to:

• Invalid email addresses
• Spam filtering

Q2: Why is SMS not sending?

Possible reasons:

• Insufficient credits
• Incorrect phone number format

Q3: Why is my campaign not sending?

Usually because:

• Campaign is still in draft
• Not scheduled correctly

Q4: Why are my open rates low?

Possible reasons:

• Emails going to spam
• Weak subject lines
• Outdated customer list

Support Agent Script (Standardized)

Opening

“Let’s take a look at your campaign and see what’s happening.”

Validation

“I’ll help you verify the setup and ensure everything is configured correctly.”

Testing Step

“Let’s send a test campaign to confirm if delivery is working.”

Guidance

“We’ll also check your audience list and campaign settings to make sure everything looks good.”

Closure (Resolved)

“Everything looks good now. Your campaign should work as expected.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this so we can resolve it quickly.”