This can occur in the following situations:
- Campaigns with overlapping content: when more than one campaign is scheduled with the same scenario and recipients during overlapping time periods, the platform does not reassign the content to users who already have it active.
- Empty recipient filter: when simultaneous filters by group, functional area, hierarchical level, or smart groups return no users. In this case, use More options and select Assign to users who belong to any of the selected groups.
- Campaign without notifications: a campaign configured without sending notifications shows 0 sends in the calendar, even if the assignment was completed correctly.
- Users who already completed the content: if the instance is configured with Assign only to recipients who have not previously completed the module (Settings > Awareness > Interactive Modules > Interactive module assignment), users who already completed the content — in another campaign or proactively — will not be assigned.
- Mail server issue: when a send error occurs, the platform displays it in the calendar and in each user's campaign detail. If the error involves authentication failure, check the connection under Settings > Mail server. For Office 365 accounts, the recommended send limit is 25 emails per minute; if blocks occur, reducing it to 15 may be necessary.
How to get more details about campaign assignments
In the Summary tab of the campaign detail, the platform displays a notice showing how many recipients were assigned and how many were not. Clicking View unassigned users opens the About campaign assignments modal, which allows you to identify what happened for each user individually.
The modal distinguishes two situations:
- Unassigned users: the content was not assigned to the user. Possible reasons: Already has the content assigned in an active campaign, Had already completed the content in another campaign, or Had already completed the content in a proactive activity.
- Users assigned without notification: the user was assigned but did not receive a notification. The reason shown is Assigned, but not notified (had already completed it).
From the same modal you can review the current assignment configuration, click Change settings to adjust it, and export the full list using the Export button.
💡 Best Practices
- When a campaign shows zero sends, access the About campaign assignments modal from the Summary tab before escalating the case. The modal shows the exact reason per user and helps quickly rule out the most common causes.
- Use the Export button in the modal to get a record of the assignment status, especially useful for campaigns with many recipients.
- If the most common reason is that users already completed the content, review the assignment configuration using the Change settings link within the modal.
- If you suspect a mail server issue, check the connection status under Settings > Mail server and look for errors in the campaign detail before resending.
- To avoid content overlap, review the calendar before scheduling a new campaign with scenarios that are already active.