Use this checklist when something does not look right and you need to decide where to investigate first.
Before changing settings, write down the exact symptom, the affected business, the customer profile or audience, the channel, and the approximate time when the issue happened.
1. Confirm the setup and source data
If customer profiles, products, orders, or channel settings are missing or stale, start with setup.
Check whether the store or integration is connected, whether recent data is syncing, and whether the affected customer profile has the data you expected.
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2. Check the channel and sender
If a message did not send or did not arrive, identify the channel first.
Check the sender, consent for that channel, account access, balance or plan limits, and any temporary SMS limits that may apply to new businesses.
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3. Review audience and message setup
If a campaign or broadcast reached fewer people than expected, review the selected audience, segment rules, channel eligibility, timing, and message content.
For automations, confirm which playbook or route should have run and whether the customer matched the trigger conditions.
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4. Check links, tracking, and attribution
If clicks, events, conversions, or attributed revenue look wrong, check whether the message used tracked links, whether events are reaching Hellotext, and whether attribution rules apply.
Remember that another commercial click, a human sales action, cancellations, or refunds can change attribution.
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- Tracked links
- Troubleshoot missing signals or activity
- Campaign reporting
- Sales attribution
- Tracking events
5. Check inbox ownership and response workflow
If replies are not being handled by the expected person, review conversation assignment, team roles, ownership, and response-time settings.
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When you contact support
Include the business name, the affected customer profile, the channel, the campaign, playbook, conversation, or report link, the approximate time, what you expected, what happened instead, and any screenshots or recent setup changes.