A Bulk Message Has Not Gone Out

Problem

A campaign was sent and nothing has arrived, progress is stuck at zero, or it reached far fewer people than expected.

Background

Campaigns are queued rather than sent as you press the button, and a background process drains that queue only during the practice's send window. So a campaign that has not gone out is usually waiting rather than broken - and the screen looks identical either way.

Resolution

1. Check the send window first. In BackOfficePro admin, look at Only send during these hours and Skip weekends. If you pressed Send now outside those hours, the campaign is queued and will start when the window opens. Nothing is wrong.
2. Check Progress on the campaign. Recent Campaigns then Campaign Detail. Progress that is moving means it is working through the queue - large audiences take a while by design, so messages are not sent in one burst.
3. If it says "No deliverable recipients.", the audience matched patients but none of them has a usable email address or mobile number. Check the tag is on the patients you think, and that those records carry contact details.
4. If far fewer people received it than expected, look at Match. All selected tags requires a patient to carry every tag chosen, which narrows an audience sharply. Any selected tag is usually what people mean.
5. If the text did not send but the email did, check the practice has a provisioned SMS number under SMS Messaging Settings, and that the patients in question have mobile numbers rather than landlines.
6. If the message went out with {FirstName} showing literally, the merge field was misspelled. Merge fields are not validated - an unrecognised one is sent as written. There is no recall; the practical response is a short, human follow-up rather than silence.

It went to the wrong people

Nothing can be recalled once sent. Work out which tag produced the audience before sending anything else, or the correction repeats the mistake. Then fix the tagging rather than remembering to work around it next time.

A patient asks to stop receiving these

Act on it immediately and remove them from the tags that put them in marketing audiences. This is a legal obligation in most places, not a courtesy, and the software will send exactly what it is told to.

Nothing sends at all, for any campaign

Check that bulk sending is enabled for the practice at all, and that the window is not set to a range that never occurs. A window with a start later than its end is the usual culprit.