Within the Retention Pro system there a few reasons why a customer may not receive every campaign that they technically should.
There are the filters on a campaign (see Text Message Campaign Basic and Additional Filters or Email Campaign Basic and Additional Filters for more info) which will vary based on the campaign itself and can prevent a customer from receiving a campaign if they do not meet the filter criteria.
Additionally, there are global/blanket filters that exist outside of the filters available on a campaign that may account for a customer not receiving something like an After Visit Follow Up text message or Oil Change Reminder text message.
Some of these global filters are:
An Open Repair Order
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If a customer has an open repair order within the last 45 days they will be exempt from campaigns. Since the system cannot see if a vehicle is still in your shop it will treat an open repair order that has been opened within the last 45 days as “work is still in progress” and will not send a campaign to that customer until all repair orders have been closed. The easiest way to check for this is to go the customer profile and look for their repair orders; see How Do I See A Customer's Profile? for more information.
If the Repair Order is more than 45 days old the system will not count it towards this filter.
An Upcoming Appointment
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If you have already scheduled an appointment for a customer they will be exempt from campaigns. This is done to prevent a customer from receiving things like an Oil Change Reminder if they are already scheduled to come in soon.
Received the same campaign within the last 90 days
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A customer will not be eligible for the same campaign within 90 days. So, if they received a Slow Day Blast text today they would not be eligible for one again until 90 days later. There is an a filter for this on campaigns that will default to 90 days per the global limit but can be extended if you do not want them to receive the same campaign within 180 days or 365 days; see Text Message Campaign Basic and Additional Filters for more information.
The No-Reply Limit
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The No-Reply Limit is a temporary hold/pause put in place to prevent a non-responsive customer from being over-texted which can lead to them requesting to be unsubscribed. The No-Reply Limit defaults to a hold of 365 days after a customer does not respond to 2 messages which means that they will be ineligible to receive campaign texts for 365 days from the date of the second text that they do not respond to.
The No-Reply Limit can be adjusted depending on your preference. This is found in Campaign Settings and General Campaign Info
The Monthly Text Limit
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The maximum number of texts allowed to one customer within 30 days (Monthly Text Limit) is set up to prevent over-texting and applies to all text campaigns. The Monthly Text Limit defaults to 3 which means that the maximum number of texts a customer can be sent from all campaigns within 30 days is 3.
The Monthly Text Limit can be adjusted depending on your preference. This is found in Campaign Settings and General Campaign Info
Empty/Invalid Names
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If a customer does not have a First and Last Name or has invalid characters in their name they may be exempt from receiving campaigns. This is to prevent text messages from sending out to your customers that look like “Hi #%Jane!/5, it looks like your vehicle may be due for an oil change……”
Invalid Phone Numbers
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If a phone number does not pass validation as a valid mobile number the system will not recognize that it is available to use for text campaigns. You can check to see if a number is listed as a Landline, VOIP, or Mobile number on the customer profile. See How Do I See A Customer's Profile? or Why Can't I Text This New Customer? for more information.