Troubleshooting AI Emailer send and schedule failures

Learn why an email from the AI Emailer was not sent or scheduled, and how to send it.

Overview

In the AI Emailer, a send fails for one of three reasons. The email is not ready (no subject or body, or the schedule is not allowed), the contact cannot receive it (no valid email address, or the contact has opted out), or the send itself failed after you clicked. The send button's tooltip and the contact's card tell you which.

When you write to several contacts, the contact list groups them. Pending holds contacts whose emails still need something filled in. Unable to Send holds contacts that cannot be emailed. Hover over a contact in Unable to Send to read the reason.

Send an email that did not go

1. Hover over the send button. If it is unavailable, the tooltip names the problem.
2. Fix what the tooltip names: fill in the subject and body, choose a valid time, or pick a mailbox in the From field. See How to connect an email account in the AI Emailer.
3. For a contact in Unable to Send, fix the reason shown (see the list below), or remove the contact from the list.
4. Click Send Now, or choose a time in the schedule menu. See How to send or schedule an email from the AI Emailer.
5. If the notification still says the email failed, wait a moment and try again.

Fix a schedule the composer refuses

1. Choose a send time later than now. If the dialog says "That time has already passed for" the recipient, the time you picked is in the past in the recipient's time zone; pick a later one. Save stays unavailable until the time is in the future.
2. For a follow-up, set the delay between 1 day and 99 days after the previous email.
3. Add no more than five follow-ups to one email. See How to add follow-ups to an email.
4. Connect an email account before you schedule. Scheduling is not available without one.

Fix a send to many contacts that partly failed

1. Read the notification. It says how many emails were queued and how many failed.
2. Open the contact list and find the contacts still in Unable to Send or marked as failed.
3. Fix or remove those contacts, then send again.
4. Open the Emails page to see what was queued. See How to send emails to several recipients with the AI Emailer.

If you see an error

• "Please fill in subject and body" The email needs a subject and a body. Fill in both.
• "Please complete" followed by an email number and "subject and body" One of the follow-up emails is missing its subject or body. Complete it.
• "That time has already passed for" followed by the recipient's name: the time you picked has passed. Choose a later time.
• "Follow-up must be at least 1 day after the previous email" The follow-up is scheduled too soon. Move it at least one day later.
• "Follow-up cannot be more than 99 days" The follow-up is scheduled too far out. Choose a shorter delay.
• "Connect an email account to schedule" No mailbox is connected. Connect one first.
• "Sending has been disabled in the demo environment" You are in demo mode, which does not send email.
• "Generate email is in progress" The draft is still being written. Wait for it to finish.
• "Sending all emails in progress..." A bulk send is running. Wait for it to finish.
• "Email generation failed" The draft for that contact could not be written. Regenerate it, or write it yourself.
• "Failed to send email" The email was not sent. Click Send Now again.
• "Failed to send emails" The bulk send failed. Send again.
• "Failed to send follow-up email" The follow-up was not sent. Try again.
• "Failed to cancel scheduled email" or "Failed to cancel scheduled follow-up" The cancel did not go through, so the email is still scheduled. Try again from the Emails page.
• "Failed to delete follow-up." The follow-up was not removed. Try again.
• "Error occurred. The email was not sent" Sending the email to yourself failed. Try again.
• "Failed to send email with Outreach", "Failed to send emails to Outreach", "Failed to send email with Salesloft" or "Failed to send emails to Salesloft" The hand-off to that tool failed. Try again, or check the mailbox in that tool.
• "Failed to send" with a count and "email(s)" The bulk send queued none of its emails. Check the contacts in Unable to Send and send again.
• "email(s) queued," with a count of failed emails Some emails in a bulk send were queued and some were not. Fix the failed contacts and send those again.
• "failed to connect to email provider" The mailbox connection did not complete. Try again, as described in How to connect an email account in the AI Emailer.
• "No contact selected" Choose a contact before you send.
• "Failed to retrieve contact" The contact's record could not be read. Remove the contact and add it again.
• "has opted out of receiving emails, so this email won't be sent" The contact has unsubscribed, so the AI Emailer does not send to them. Remove the contact.
• "There are no emails associated with this contact" The contact has no email address. Add an address to the contact, or remove them.
• "No view credits remaining" The contact's email address is hidden because your account has no view credits left. Ask your admin about credits.
• "Email address is not valid." The address is not in a valid form. Correct it, or remove the contact.

Resources

• Overview of the AI Emailer
• Troubleshooting AI Emailer signature, offering and document problems