How can I find out which users did not receive an email from my campaign?

If you notice a discrepancy between the number of emails sent and delivered, you can export a list of recipients for a specific delivery status to identify who was affected. This is useful for retargeting users who may not have received the original message due to a delivery issue or delay.

To export a list of users who successfully received an email:

1. Navigate to your Customer Journey campaign and double-click the specific Email element you want to investigate.
2. In the statistics window that appears, click Detailed Statistics at the bottom.
3. In the statistics window, select the desired date range using the Pick date range filter.
4. Locate the DELIVERED metric in the list.
5. Click the three-dot menu (...) next to the DELIVERED count.
6. Select Export recipients list to download a CSV file of all users who successfully received the email.

Note that the recipients list export is only available for data from the past month, so export it before the campaign data ages out. Recipient lists can also be exported for other metrics, such as Sent, Opened unique, Opened total and Clicked.

By comparing this exported list with your original target segment, you can identify which users did not receive the email and add them to a new segment for a follow-up campaign.

If you observe a significant or ongoing delivery issue, please contact our support team for assistance.