Troubleshooting campaign sends
The campaign seems stuck
Section titled “The campaign seems stuck”- Check its status on the Campaigns list:
- Scheduled — waiting for its send time. Not stuck.
- Draft — never actually sent. Open it and finish the wizard.
- sending — going out right now. Large audiences work through over minutes, not seconds; numbers fill in over time.
- sent / completed — finished.
- failed — the send hit a problem; see below.
- Open the campaign’s detail page to watch progress. While it’s going out, a live Campaign is sending… progress bar shows how far along it is.
- If a campaign sits in sending far longer than its audience size warrants, note the campaign name and time and contact support.
Some recipients failed
Section titled “Some recipients failed”The campaign detail page is your self-service tool for failures:
- If any recipients failed, the page shows an N recipients failed alert with a Retry Failed button — select it to resend just to those patients.
- A Failed metric card shows the count.
- In the Recipients tab, set the status filter to Failed to see exactly who failed and why.
”Did Mrs. Smith get it?”
Section titled “”Did Mrs. Smith get it?””Per-recipient delivery status lives in the detail page’s Recipients tab: each patient shows Sent, Delivered, Failed, or Pending (and a status per channel for SMS + Email campaigns). That’s the first place to check whether a specific patient received the message.
A patient got nothing — before blaming carriers
Section titled “A patient got nothing — before blaming carriers”The campaign may never have included them:
- At preview time, the recipient step warns about patients missing a mobile number or email. If you advanced past the Some Recipients Won’t Receive This Campaign modal with Update List & Continue, those unreachable patients were removed from the send. A patient with no mobile number was never in the SMS send. See Choosing recipients.
- Confirm the patient’s mobile number in Open Dental — landlines can’t receive texts.
- Patients who previously replied STOP are skipped automatically — by design and by law. See SMS campaigns and A2P.
Lots of bounces (email)
Section titled “Lots of bounces (email)”Bounces mean the address rejected the message:
- The address is wrong or dead — bounced addresses are your cleanup list; verify emails at check-in.
- A high bounce rate hurts future deliverability for all your emails, so prune rather than re-blast.
Numbers look too good or too bad
Section titled “Numbers look too good or too bad”Email opens are inflated by privacy features and bots. Judge campaigns by clicks and bookings — the detail page’s Opens & Clicks tab shows what patients actually tapped, with real per-link numbers.