If you wonder why your contacts have not been added to one of your Automation workflows, it could be for one of the following reasons:

❌ Entry point does not match

When creating a workflow, you must add an entry point that will trigger the workflow. To enter the workflow, contacts must match the condition specified in the entry point.

The contact does not meet the criteria defined in the entry point

To enter a worflow, a contact must meet the criteria defined in the entry point.

For example, if the entry point of your workflow is when a contact matches a condition (e.g. "FAVCOLOUR" attribute is equal to "YELLOW"), the workflow will only be triggered if a contact's attribute matches this condition. If a contact's "FAVCOLOUR" attribute is equal to "RED", the workflow won't be triggered.

The contact has not performed the action defined in the entry point

To enter a worflow, a contact must perform the action defined in its entry point.

For example, if the entry point of your workflow is when a contact clicks a link in one of your email campaigns, the workflow will only be triggered if a contact performs this action. If a contact only opens your email campaign, without clicking the link, the workflow won't be triggered.

The contact was added to Brevo via a large import of contacts

If the entry point of your workflow is "A contact is added to a list" and you then import a large number of contacts at once, it is possible that they do not enter your workflow.

Adding contacts to a workflow via an import is limited. Your contacts will be imported correctly into Brevo, but will not be added to the workflow. In fact, Brevo Automation is used to create custom workflows based on the behavior of your contacts. It is not designed for mass emailing, which can be done via our Campaigns platform.

❌ Tracking reasons

When creating workflows that require using the Brevo tracker and track events, sometimes contacts may not enter the workflow due to tracking reasons.

Contact was not identified by the Brevo tracker

When someone visits a website that contains the Brevo tracker, the tracker will automatically add a cookie to their browser. The tracker must then identify the contact.

A contact can be identified if:

They create an account on the website
They submit a Brevo form on the website
They click a link in an email sent from the Brevo account

Even if the contact entered an email address during checkout, if they are not identified by one of the three ways mentioned above, they will not enter the workflow.

Contact did not log into the website

Even if a contact is identified, the Brevo tracker can retrieve their email address and identify them only once they are logged into your website. To allow identified contacts to enter your workflows, make sure you have a login page on your website.

If you want to be able to track contacts who have not logged in your website but entered their email address during checkout, you must add an identification request on your website.

Track events have not been created properly

If you have installed the Brevo tracker manually, you must create your own custom track events.

If you are using a Brevo plugin, check this table to learn if your plugin automatically creates the 3 standard track events or not. If not, you will also have to create your own custom track events.

You can then add these track events to your workflow to trigger each step. The name of the track events created on your website must be the same as the name entered in the workflow. Otherwise, the workflow won't be triggered.

To learn how to create track events, please read our technical documentation.

❌ Workflow limitations

A contact may not be able to enter a workflow because of technical limitations.

Workflow has not been activated/has been paused

Make sure you have activated your workflow to allow contacts to enter it and receive your abandoned cart email. If you paused your workflow, new contacts won't be able to enter it.

💡 Good to know

If your workflow has been paused, your new contacts will not enter that workflow. However, contacts that entered your workflow before it was paused will continue through the remaining steps.

Contacts limit has been reached

On Free and Starter plans, only 2000 unique contacts can enter an Automation workflow. Above this limit, no more contacts can enter the workflow.

Brevo will send you a notification email when:

The contacts limit is about to be reached (80%)
The contacts limit is reached

💡 Good to know

If you wish to have more than 2000 contacts enter the workflow, you will have to subscribe to a Business or BrevoPlus plan.

If you upgrade your plan, please note that the contacts who did not enter the workflow due to the limit being reached will not enter it automatically. If the trigger of the workflow is "A contact is added to a list", the contacts would have to be removed first from the list and added again to trigger the workflow.

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.