When a bulk email doesn't reach everyone
Most bulk email problems come down to one thing: Stax.ai CX couldn't build a message for a particular client. This article explains the difference between a skipped recipient and a stopped send, where to find the reason for each, and how to fix the common causes.
Skipped vs. failed: the difference that matters
Partial send, with Skipped rows. The send went out. Those specific recipients were left out, and everyone else received the email.
Failed send, with no sent rows. Nothing went out to anyone. The send had Stop the send if any recipient can't be evaluated turned on, and at least one recipient couldn't be evaluated.
A partial send means some clients did receive your email. A failed all-or-nothing send means no client received it — including the ones that were fine.
Note: On a stopped send, the breakdown lists only the recipients that couldn't be evaluated. Recipients that were ready were held back and don't appear as rows. The notification tells you how many were held back.
Review the reasons
Click Library in the left sidebar, then click Emails.
Open the template you sent from.
Find the send in the Bulk Sends list and open it.
Review each row. Skipped recipients show a reason beside them.
You'll also find a task in your to-do list for a stopped send, listing what needs fixing.
Common reasons and how to fix them
Missing To field
Stax.ai CX couldn't find an email address for that client using any of the To options you selected. Usually nobody is assigned to that contact role on the client, the assigned contact is inactive, or the contact is scoped to a different plan.
Fix: Open the client and assign a contact to the role you're sending to, or add a second To option that covers those clients — for example, both the internal and the external Primary Contact.
Missing Subject or Body field
The template's subject or body came out empty for that recipient, usually because a data field it depends on is blank on that client or plan.
Fix: Fill in the missing data field on the client or plan, or edit the template so it doesn't depend on that field.
An internal role email field can't be filled in
The template uses an internal role email field — something like Internal: Plan Consultant Email — and this client has nobody assigned to that role. The message couldn't be built, so it wasn't sent. The recorded reason is a technical one and will mention .email.
Fix:
Open the template and note which internal role its email field points to.
Open the client and assign a user with an email address to that role.
Send again.
Note: With the safety check off, only the clients missing that role are skipped and the rest of the send goes out. With it on, the whole send stops. Either way the clients missing that role received nothing, so resending to them is safe.
To expression failed
A data field expression in the recipient setup ran into an error for that client. The reason includes the technical detail of what went wrong.
Fix: Recheck the expression in your recipient setup. If the message isn't clear, send it to our support team — we can read it for you.
Deal targets are not supported
Bulk email sends to clients and plans, not deals.
Fix: Select clients or plans as your targets.
A stopped send: what to do next
Open the send and note every recipient listed with a reason.
Fix each one — most often by assigning the missing contact.
Send again from the template. Nothing was delivered the first time, so there's no risk of a client getting the email twice.
Other things to check
A scheduled send hasn't run. Check the scheduled time and timezone on the send. Scheduled sends are picked up shortly after their time passes.
You don't see Emails under Library. Ask your administrator to update your permission group.
Still stuck? Contact our support team with the template name and the time of the send, and we'll take a look.
Related articles
Sending Bulk Emails — pick recipients and send or schedule
Reporting on Bulk Emails — see what was sent and what needs attention
Setting Up Bulk Emails — connect your email before you send
Creating Email Templates — build the message you'll send in bulk