Why do my follow-up messages have a red triangle after sending a campaign?
When sending a message campaign from Atom, you may encounter situations where follow-up messages appear with a red triangle. In this article we explain why and its solutions!
First, we start our campaign!
When you start a campaign, the first message sent is a commercial template. This type of message is designed to ensure its delivery to the customer, even if the conversation is not active. That is, when a commercial template is sent for the first time, the customer receives the message without any problem.
Follow-up and Customer Response
For the conversation to be considered active, it is necessary for the customer to respond to this first message. If the customer does not respond, any follow-up message you send will appear with a red triangle.
Types of Messages and Active Conversations
The messages that show the red triangle are organic type, that is, messages that are not templates. These messages can only be delivered if the conversation is already active, which is achieved only with the customer's response to the initial template. If the conversation is not active, these organic messages will appear with a red triangle and will not be delivered to the customer.
Example: Suppose you start a campaign with a commercial template message A, which is sent on day 1: - Day 1: Template message A is sent (successfully delivered). - Day 2: You send a follow-up message B, but the customer previously did not respond to message A.
In this case, message B will appear with a red triangle because the conversation is not active (the customer did not respond to message A).
Solutions for an inactive conversation by the customer
Use of Templates for Follow-ups
If you need follow-up messages to be delivered successfully, even when there is no customer response, the ideal is to use template-type messages for these follow-ups. Templates guarantee the delivery of messages without depending on the activation of the conversation by the customer.
Using the Jump Start component
Another solution is to use the jump component in your message flow. This component allows you to resend the initial template to the customer, thus ensuring that the conversation can be activated and the follow-up messages are delivered correctly.
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How to use the Jump Start component?