A user may not be assigned to a campaign due to targeting settings, overlapping campaigns, or specific conditions related to content already completed.
Possible causes
📅 Overlapping campaigns
If multiple campaigns are scheduled with:
- The same scenario
- The same recipients
- Overlapping time periods
Users already assigned to the ongoing campaign will not be assigned to the new campaign. You must first Stop the ongoing campaign.
🎯 Filters with no results
When the filters configured for recipients result in an empty set of users.
This can happen when combining filters such as:
- Group
- Functional area
- Hierarchical level
- Smart groups
In these cases, it is recommended to use the option available at:
More options > Assign users who belong to any of the selected groups
🔁 Content already completed
The following combination of settings may occur:
- Allow users to complete content proactively
- Settings > Awareness > Interactive modules > End user view
- Option: Show this section with all active Interactive Modules on the platform
- Do not assign content already completed
- Settings > Awareness > Interactive modules > Assignment of interactive modules
- Option: Assign only to recipient users who have not previously completed the module in question
If the user:
- Has already completed the content proactively
- Or completed it in a previous campaign
👉 They will not be assigned to the campaign again.
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.
Considerations
- Assignment depends on both filters and content settings
- Some settings may exclude users without it being obvious at first glance
- It is important to validate the targeting before scheduling the campaign
💡 Best practices
- Verify filters before saving the campaign
- Avoid unnecessary campaign overlaps
- Review the assignment settings for content already completed
- Validate beforehand with test campaigns