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Nurture Sequence Not Sending

If contacts are entering the nurture workflow but not receiving messages, or if expected contacts aren't entering the sequence at all, work through this checklist.

SMS messages in the nurture sequence only send to contacts tagged with sms-care-consent. This is a legal requirement. Without that tag, SMS touches are skipped.

  • Open the contact record for an affected lead
  • Look at the Tags section and confirm sms-care-consent is present
  • If it's missing, the contact did not give SMS consent at the time of capture

If you believe consent was given (e.g., the contact submitted a form with opt-in language), contact TechForce to review the form configuration and add the tag manually for verified cases.

Contacts without SMS consent will still receive email touches if they have a valid email address.

Step 2: Confirm the Workflow Is Active​

The nurture workflow can be paused without affecting other automations.

  • Go to Automations in your portal
  • Find the nurture workflow (typically named Lead Nurture Sequence or similar)
  • Confirm the status is Published
  • Check the trigger: it should fire on a specific tag being added, a form submission, or another entry event

If the workflow is in Draft status, it will not send anything. Publish it.

Step 3: Verify the Contact Is Actually Enrolled​

Being in the sequence and receiving messages are two different things. Check whether the contact is actually enrolled:

  • Open the contact record
  • Look for the Active Campaigns/Workflows section
  • The nurture workflow should appear here with the current step and next scheduled send

If the workflow is not listed under the contact's active automations, the contact never entered the sequence. Check whether the entry trigger event occurred for that contact (tag added, form submitted, etc.).

Step 4: Check Email Deliverability​

If SMS is working but email touches aren't arriving:

  • Confirm the contact has a valid email address in their record (no typos, no placeholder values)
  • Check whether your portal email is configured with a verified sending domain. Go to Settings → Email Services and look for domain verification status
  • Ask the contact to check their spam folder — new sending domains sometimes land in spam initially
  • If emails are bouncing, the contact's email address is likely invalid

Step 5: Check the Workflow Execution History​

Inside the nurture workflow, look for a History or Enrollments tab. This log shows:

  • Which contacts have entered the workflow
  • Which step each contact is currently on
  • Whether any steps errored or were skipped
  • The timestamp of the last executed step

If a step errored, the log will usually show a reason (e.g., "SMS failed: no consent tag," "Email failed: invalid address," "Contact exited: opt-out detected").

Step 6: Confirm the Contact Hasn't Already Exited​

Contacts exit the nurture sequence when they book an appointment, opt out, or in some configurations when they reply. Check:

  • Is the contact in the Appointment Booked pipeline stage? If so, they've exited correctly.
  • Does the contact have an opt-out tag or a STOP event in their activity log?
  • Has the contact been manually removed from the workflow?

If a contact exited the sequence but you want to re-enroll them, contact TechForce. Re-enrollment requires care to avoid sending duplicate early touches.

Still Not Sending?​

Contact TechForce with:

  • The name or phone number of an affected contact
  • Whether they have the SMS consent tag
  • What entry event should have triggered their enrollment (chatbot conversation, form, etc.)
  • The date the entry event occurred

We'll review the workflow execution log and identify where the sequence is breaking.