What to Do When a Campaign Goes Wrong

Sometimes campaigns that are not ready are accidentally sent out or the wrong contacts are targeted. If you find yourself in a situation you are unsure of how to resolve, you can contact support@mainstay.com and you can follow the steps below to troubleshoot these campaigns.

If The Campaign Has Not Gone Out:

You have the ability to edit a campaign anytime after it is scheduled. In the Calendar page, you can modify the Campaign Name, Description, Recipients, Script used, and the date/time that it will be sent.

How to Troubleshoot if The Campaign Has Been Sent: 

1. Identify and confirm which contacts actually received a wrong piece of content

2. Reimport these contacts and create a custom label so you can retarget them with a special message.

Contacts tend to be understanding of mistakes, but it’s important to avoid more serious consequences by notifying the Mainstay team when you think something isn't going as expected.

Apologizing to Contacts

It is a good idea to acknowledge the mistake and send a follow up message to your contacts. Here’s some sample campaign language if your bot ever needs to apologize

Bot: <First Name>, I’m real embarrassed. 😰 I got a bit mixed up in my robot brain and sent you the wrong text earlier. My bad and sorry for any confusion!