If you are experiencing issues with product recommendation emails not being sent, whether for test emails or automated campaigns, it is likely due to the unavailability of fallback products.
Understanding the Issue
Our system is designed to ensure that every product recommendation email provides valuable content to your users. When a product recommendation email is generated, it first attempts to populate with personalized product recommendations. However, suppose personalized recommendations cannot be generated for a specific user (e.g., due to insufficient browsing history, no relevant products, or product stock issues). In that case, the system will then attempt to use designated "fallback products."
The email will only be sent if at least one product (either a personalized recommendation or a fallback product) is available to be displayed within the email.
Why This Happens
No Personalized Recommendations: For various reasons, a user might not have enough data for personalized recommendations, or no relevant products are currently in stock or available.
Unavailable Fallback Products: If the system then attempts to use your pre-configured fallback products and finds that these products cannot be displayed, the email will not be sent to that user. This applies to both individual test emails (where the system mimics a user's scenario) and large-scale automated campaigns.
Strong Filters Applied to Fallback Products: If you have applied strong or overly restrictive filters to your fallback product selection (e.g., specific categories, very narrow price ranges, or particular attributes), it can significantly limit the pool of available fallback products, potentially resulting in none being found for display.
What to Do
To resolve this issue and ensure your product recommendation emails are sent, please take the following steps:
Review and Update Fallback Products:
Navigate to your product recommendation settings within the platform.
Verify that your designated fallback products are currently in stock and active in your product catalog.
Consider adding a sufficient number of diverse fallback products to increase the likelihood of at least one being available.
Please check the status of your fallback products to make sure they're available.
Adjust Fallback Product Filters:
Examine any filters you have applied to your fallback product selection.
Loosen or broaden filters that might be too restrictive (e.g., instead of "brand X only," consider "brand X, Y, or Z" or a broader category).
Ensure that the filters you apply still allow for a reasonable number of products to be eligible as fallbacks.
Check Product Catalog Sync:
Make sure your product catalog is syncing correctly and frequently with our system, so we have the most up-to-date information on product availability and status.
Monitor Product Stock Levels:
Keep an eye on the stock levels of both your primary product catalog and specifically your fallback products. If a product goes out of stock, it will no longer be eligible for display.
Test Thoroughly:
When sending test emails, try testing with different user profiles or scenarios to mimic various data availability. This can help you identify if the issue is with specific user data, the fallback product setup, or restrictive filters.
By ensuring your fallback products are always available and up-to-date, and by carefully managing any applied filters, you can prevent emails from being suppressed and ensure your product recommendation campaigns reach your users effectively.