The Summary and Contacts tabs of an automation's report show how many contacts are in progress, completed or dropped out. This article explains what each status means and what to do if "Dropped out" does not look right for your automation.
In the Summary tab, look for the Overall statistics card. It shows the share and number of contacts in each status:
The statuses
| Status | Meaning |
|---|---|
| In progress | Contacts who are currently going through the automation, including those waiting at a step. |
| Completed | Contacts who finished the automation normally and have no steps left to go through. |
| Dropped out | Contacts who left before finishing because a step failed or was cancelled, or because they reached a "No" path with no further steps. |
In the Summary, contacts who have just entered the automation are counted as in progress. The Contacts tab also lists them under the status Entered.
In the Contacts tab, the State column shows the status of each individual contact:
How the status is decided
Each contact's status depends on the last step they reached:
- The step failed or was cancelled: Dropped out.
- The step was completed, and the contact left through a "No" path that has nothing connected after it: Dropped out.
- The step was completed, and nothing is connected after it: Completed.
- The contact is at the first step of the automation: In progress (Entered).
- Anything else: In progress.
What "Dropped out" tells you
Dropped out is not necessarily a problem. It is a signal that helps you check whether the contacts ended up where you wanted them to.
Sometimes ending on a "No" path is exactly what you planned. For example, an automation that sends a guide only to contacts in a certain segment can end for everyone else on the "No" path of its first check. A high Dropped out number does not mean anything is wrong in that case.
It can also reveal something unexpected. If you thought a segment would exclude only a few contacts and the report shows hundreds, it is worth checking whether the segment's conditions are right.
If the number does not look right
- Add a step after the "No" path if those contacts should continue, for example with a follow-up message or a wait and a new check. An action at the end of the path, such as adding the contact to a segment, also marks the path as finished, so the contacts are counted as completed.
- Add a Stop element after the "No" path if reaching that point is the intended end for the contact. Be careful: Stop ends the contact's progress in the whole automation, not just in that branch. Use it only if the contact should not continue anywhere else in the automation.
- Reverse the check if it reads more naturally the other way round, for example "has not unsubscribed" instead of "has unsubscribed". The planned ending then moves to the path where you expect it.
- Leave it as it is if the result is what you intended. Not every path needs an explicit ending.
- Contact support if contacts are dropped out because of failed or cancelled steps and you do not know why.
Comments
0 comments
Article is closed for comments.