An audience is smaller than expected
Audience count looks low, blank or stuck? Only opted-in guests can get email or SMS, every condition must match, and counts need refreshing.
2 min read · Updated
In short: email and SMS only reach guests who opted in. Compare Data with Email and SMS, then refresh the counts.
- 1Most likelyEmail or SMS is much lower than Data
- 2Every condition must match
- 3A condition is too narrow
- 4The count is out of date or blank
Check the counts
- Go to Marketing › Audiences.
- Compare your audience's Data, Email and SMS with the All data row (Everyone marketable).
- Hover over the refresh button on its row to see when it was last checked. Click it to update.
On a narrow screen these columns are hidden, so use a computer.
Why it is smaller
Email or SMS is much lower than Data
Only opted-in guests count towards Email reachable and SMS reachable. Click Edit, then Preview: under Sample guests, Opted in shows who can get each. See a guest unsubscribed or opted out.
Every condition must match
A guest must match every condition. Remove one to widen the audience, or build a second audience.
A condition is too narrow
Open each condition and check its venue, dates and number of days. If one venue looks short, check the venue in each Guest-venue activity condition: guests count for a venue through their visits, bookings and interactions there.
The count is out of date or blank
Counts do not update on their own. A dash means the audience has not been checked yet. Click the refresh button on its row, or open it and click Preview. In the builder, Conditions changed, preview again to save means the count is out of date.
An audience is a saved set of conditions, not a fixed list. Guests who match later, such as an import, are counted at the next refresh, so you do not need to rebuild it.
Check it worked
After Preview, the status says Up to date. Click Save.
If that does not fix it
Email support at agent@stampede.ai with:
- The audience name.
- How many guests you expected, and why.
- A screenshot of the preview.
Good to know
- An SMS campaign shows Sends to a number of people, which is the audience's SMS count.
- Audiences shows in the menu only when it is turned on for your account.
- To build a new one, see build an audience.
- Only Admin, Moderator and Marketing can see Marketing.
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