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You have 900 contacts and the send says it will reach up to 900 people, but the results show 340 received it. That is not an error: the count you see while building the send is how many people match your filter. At send time, Eva leaves out anyone who should not receive that message, and the results tell you why, person by person.

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What you will get

You will be able to explain, contact by contact, the gap between your list and the final number. And you will know which of those exclusions you can change and which you cannot.

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Where you see the numbers

When you create the send, under Who, one sentence says “It will reach up to N people”. It is the count of your filter, the same one you use in Contacts. It says “up to” because the channel is not chosen yet and the rules below apply at send time: anyone who asked not to be contacted stays out, someone without a phone does not receive a WhatsApp, and someone without an email does not receive an email. When you send, Eva opens the send’s page. The final numbers are there: how many received the message, and in the tabs below each person with their situation: Left gathers those who stayed out before sending, with the reason; Problems those who were attempted and not reached.

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Exclusions from the contact’s own data

These apply to every WhatsApp send, whatever the message. They are the ones you can fix yourself, by correcting your contacts.
Save phone numbers with the country code. A number without an international prefix counts as an invalid phone and never receives anything.

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Exclusions from WhatsApp rules

These protect your number and your customers’ permission. Unsubscribing applies to any message; the last four apply only to marketing messages.
“No prior conversation” is usually the biggest reason in the first send of a freshly imported workspace: the contacts exist, but they have not talked to the business yet.
If your workspace has a send window configured, messages outside that window wait for the next one; they are not lost.

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Exclusions in email sends

An email send does not use the WhatsApp rules. Its reasons are different:
  • No email: the contact has no email, or the one it has is not valid.
  • Duplicate email: two contacts share the same address.
  • Email unsubscribed or bounced: the address is on your account’s suppression list: it unsubscribed, marked your mail as spam, or previous sends bounced.

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One reason that shows up at the end

One reason appears in the results once the send went out: data was missing to build the message. That contact lacked the data that feeds a variable of the message, the name or the city, and without it the message cannot be built. Fix it by filling that field on the contacts, or by giving the variable a fallback value.

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How to know it worked

On the send’s page, the total people and the delivered count add up to your list minus the reasons above. Under Left there is one row per person with its reason; Problems groups the people by cause, with a count and a Resend button for the causes that can be retried.

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If something goes wrong

With zero people the send does not continue. Remove one condition or change it; the count updates immediately.
Look for them on the send’s page. Under Left, they stayed out before sending and the reason sits next to their name. If they are not there, the send was attempted: Problems shows the delivery causes and how many people each one affected, not an audience problem.
It is a temporary error in the calculation, not in your list. You can continue to the message; when you send, Eva counts again and does not confirm without the number.

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Next steps

Send a message to a list

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