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Amomic-AI

Campaign troubleshooting

A campaign that will not launch, one that stopped mid-flight, a draft you can't edit, recipients that were skipped, and the reason codes behind each.

Start with the campaign's page. A blocked or stopped campaign names its cause in a banner or in the final check, with what to do and a What this means link. This page collects the common cases.

It will not launch #

Most blocks are named by the final check on Review & send. A few appear elsewhere: a call script's unknown variable when you press Continue on the Message step, and an audience change, used-up credits or a channel no longer on your plan as a toast when you press Send it. The ones you'll actually meet:

Channel not connected #

The campaign needs a sender for its channel and there is none, or the one it named is gone.

  • WhatsApp: connect a number under Channels → WhatsApp. A workspace with no connected number can't broadcast.
  • Voice: a published agent and a number. See Numbers & KYC.

If a campaign was already sending when its sender was disconnected, it stops after the first refusal rather than failing every remaining recipient. The rest stay queued. See below for how to continue it.

It stopped halfway #

Look at the status:

  • Paused: someone paused it. Resume carries on, and nobody already messaged is messaged again.
  • Stopped (under Needs attention): something that affects every recipient went wrong, such as a disconnected sender or a template image that went missing. The red banner names it. The recipients not yet reached are still queued.
  • Sending, but nothing has moved for a while: check the Next batch time. Outside your sending hours it waits for the next open hour. A call batch may read waiting for a free line; it carries on as soon as a call ends. See When a campaign is waiting.
  • Sending, and moving slowly: check the pace. At 10 messages a minute, a 2,000-person campaign takes over three hours by design.

Continuing a Stopped campaign

A Stopped campaign shows a Resume button and its banner says to fix the cause and resume, but that button returns an error today: resume only works on paused campaigns. Until that is fixed:

  1. Fix the cause the banner names, for example reconnect the WhatsApp number.
  2. Press Retry N failed. It puts the failed recipients back in the queue and sets the campaign sending again, so the queued recipients go out too. Nobody already messaged is messaged again.

If there's no Retry button, don't simply Duplicate the campaign: the copy rebuilds the full audience, and the daily limit counts per campaign, so everyone the original already reached would be messaged again (only the weekly cap would hold some back). Instead, open the Waiting view, press Load more until the table ends, Export it, and launch a new campaign to that file. The export carries only phone and name, so map the placeholders again.

I can't edit my draft #

A saved draft can't be reopened in the wizard. From its page you can Send it as it was saved, Duplicate it, or archive it. To change it, build the campaign again from Send a campaign.

A launched campaign can't be edited at all; see A launched campaign is frozen.

Recipients that were skipped #

Not sent isn't an error. A rule left that person out, and the reason is on the row: opted out, already messaged today, over the weekly limit, missing a personalised value. The full list is in Sending rules.

Retry failed requeues the recipients that hit a provider or network problem. It deliberately leaves the skipped ones alone: those were rules, and retrying them would be asking the same question for a different answer.

Provider errors #

The report groups failures by the provider's actual code and says whose problem each one is:

  • Affects every message means an account or number problem, such as a payment issue on the WhatsApp Business Account. The panel says Retrying will not help until this is fixed. Fix it, then retry.
  • One person usually means a wrong number or someone not on WhatsApp. Retrying won't help.
  • Temporary, such as WhatsApp being busy or messages going out too fast. Retry these is the answer.

An unknown failure appears as The provider rejected it; known ones have a specific label, explanation and fix. Open a recipient to see the provider's own code and message. Every label is in Why someone wasn't reached.

A campaign is stuck at 99% #

Recipients claimed by a sending process that died are returned to the queue after fifteen minutes, so this resolves itself. A recipient that keeps failing is eventually marked failed, so the campaign can finish rather than wait forever on one person.

The numbers do not add up #

The recipient rows are the truth; the counters on the campaign are a summary of them. When a campaign finishes, the counters are rebuilt from the rows, so a finished campaign's numbers are exact. A running one can be a moment behind.

Two things that look odd but are right:

  • Recipients is the audience after exclusions, so it's smaller than your file.
  • A call batch's row on the Campaigns list shows 0% delivered, because calls aren't "delivered". Open it for Answered and Answer rate.

Someone else changed it #

version_conflict on a pause, resume or cancel means the campaign changed since you loaded the page. Two people acting on the same campaign is normal; the check stops a stale "resume" from restarting something a colleague just cancelled. Reload and act again.

Still stuck #

History on the campaign page records who did what and when. Include the campaign's name and id, and any reason code from the error, when you contact support.