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Nurtures Stopped Sending

Christine Blok

Hey, I was wondering if anyone else has run into an issue of Nurtures stopping out of the blue? How did you troubleshoot it?

Everything looks like it should be working but leads coming into our CRM since 9:37 am this morning don't have the nurture email connected to their lead record like expected.

It's simply an email confirmation that's sent after a lead form is completed, simple one-step nurture.

(We're running Sugar Sell 11.2 and Sugar Market.)

Thanks in advance!

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  • Sugar Employee Badge

    Hi Christine,

    The first place to start is checking to see if those leads have entered the nurture campaign. You can view the path that a particular recipient took by searching their email address in the nurture analytics. (https://support.sugarcrm.com/Documentation/Market/Sugar_Market_User_Guide/Nurture_Designer/Managing_Nurture_Campaigns/#Contact_Search_Path)

    If you see that the recipient never entered the nurture, you can work backwards from there and check to see if the mechanism that is adding them to the nurture is firing properly - for example, if they should be added on form submission, is the form configured properly & active? If the recipient is entering the nurture and receiving the email, then it could be a sync issue to CRM that is preventing you from seeing the email on the lead record. You can check your sync status by going to Administration View & clicking on Sync Dashboard under External Connectors>SugarCRM.  

    Thanks!

    Jana 

    PS: I'm going to move your post to our "Sugar Market Help Forums" group, as that group is intended for troubleshooting assistance & you're more likely to get some additional eyes on your post. 

    Director, Customer Enablement | SugarCRM

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  • Sugar Employee Badge

    Hi Christine,

    The first place to start is checking to see if those leads have entered the nurture campaign. You can view the path that a particular recipient took by searching their email address in the nurture analytics. (https://support.sugarcrm.com/Documentation/Market/Sugar_Market_User_Guide/Nurture_Designer/Managing_Nurture_Campaigns/#Contact_Search_Path)

    If you see that the recipient never entered the nurture, you can work backwards from there and check to see if the mechanism that is adding them to the nurture is firing properly - for example, if they should be added on form submission, is the form configured properly & active? If the recipient is entering the nurture and receiving the email, then it could be a sync issue to CRM that is preventing you from seeing the email on the lead record. You can check your sync status by going to Administration View & clicking on Sync Dashboard under External Connectors>SugarCRM.  

    Thanks!

    Jana 

    PS: I'm going to move your post to our "Sugar Market Help Forums" group, as that group is intended for troubleshooting assistance & you're more likely to get some additional eyes on your post. 

    Director, Customer Enablement | SugarCRM

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