Why would a SmartPlan step fail to send and show an error?

There are a few reasons why a SmartPlan step would fail, but most of the time it is because of missing information in either the contact record or agent profile. When a SmartPlan step fails, you will see a timeline event detailing why the step failed:

Below are the major causes of these SmartPlan errors:

1.  Missing Email - the contact does not have a phone number in the contact record. If this is a SmartPlan that includes an email step and the email address is missing, the SmartPlan will skip that step and continue with the rest of the SmartPlan workflow.

• The Monthly and Bi-weekly Neighborhood Nurture SmartPlans are entirely built around sending emails, so if a contact doesn't have an email address, these plans will fail entirely.

2. Missing Phone Number - the contact does not have a phone number in the contact record. If this is a SmartPlan that includes a text (SMS) step and the phone number is missing, the system will skip that step and continue with the rest of the SmartPlan workflow.

3. Missing Neighborhood - the contact does not have a neighborhood added in the contact record. Add a neighborhood to the contact, then add to the SmartPlan.

• The Monthly and Bi-weekly Neighborhood Nurture SmartPlans are driven by showcasing the neighborhoods added in the contact record, so if a contact doesn't have one added, these plans will fail entirely.

4. Missing Birthday - the contact does not have a birthday added in the contact record.

• The My Birthday SmartPlan is triggered by the birthday date added in the contact record.
• If this date isn't added to the contact, the SmartPlan won't actually do anything for the contact, but a task will be populated telling you to add a birthday date to that contact. Once you add this date, you will need to re-add them to the SmartPlan.

5. Missing Home Anniversary - the contact does not have a home anniversary added in the contact record.

• The My Home Anniversary SmartPlan is triggered by the home anniversary date added in the contact record.
• If this date isn't added to the contact, the SmartPlan won't actually do anything for the contact, but a task will be populated telling you to add a home anniversary date to that contact. Once you add this date, you will need to re-add them to the SmartPlan.

6. Missing Last Name - the contact does not have a last name added in the contact record. If there is a "contact.last.name" merge tag added to an email or text (SMS) step, in the SmartPlan, the system will skip that step and continue with the rest of the SmartPlan workflow.

7. Missing First Name - the contact does not have a first name added in the contact record. If there is a "contact.first.name" merge tag added to an email or text (SMS) step, in the SmartPlan, the system will skip that step and continue with the rest of the SmartPlan workflow.

8. Content is too long - the content within an email step of a SmartPlan is exceeding the 2000 character limit.

Review Contact Errors when Adding Contacts to a SmartPlan

When you add contacts to a SmartPlan, if any of the contacts you are adding are missing key pieces of information, you will see a pop-up that shows who they are and what info they are missing. From this screen, there are a few actions you can take:

• At the top right of the pop-up, you can click Export to download a CSV file that will include this list of contacts and issues. You can use this export to go back into contacts and work to update these contacts to resolve the issue.
• At the bottom right of the pop-up, you can click to Remove Contacts with Errors. This will add all of the original contacts except for the contacts on this list.
• At the bottom right of the pop-up, you can click Add to Plan Anyway. This will add all of the contacts, regardless of the errors it will potentially create. Using this method, you could then fix those exported contacts after they have been added.