Issue with Automated Welcome Emails Not Being Sent

[GarvitaU]

We are experiencing an issue with our automated welcome emails that are triggered when a customer joins our email list. Below are the concerns we would like assistance with:

Triggering of Welcome Emails

Should the welcome email be triggered when a customer is added via a .CSV file upload, or does it only work when a customer signs up using a signup form? Or should it work for both?

Discrepancy in Welcome Email Numbers

We manage seven accounts, and each one is showing inconsistent results, which seems like a potential technical glitch.

Examples:

Account 1: 1,770 welcome emails sent, but only 57 sign-up form submissions.

Account 2: Only 201 welcome emails sent, despite 438 sign-up form submissions.

Similar discrepancies exist across all other accounts, where more contacts have filled out the sign-up form, but not all have received the welcome email. Please note all our accounts are regularly updated with .csv files and we have contact database of 3,000 to 10,000 customers for each location.

Could you please investigate this issue and provide guidance on why these discrepancies are occurring? Additionally, if there are any recommended troubleshooting steps, we would appreciate your insights.

[William_A]

Hello @GarvitaU ,

New Subscriber emails only work for contacts added via a form. If you want a "welcome email" that triggers from contacts being added to a list via any source, then you'd need to use a list add / join trigger type. New sub autos don't trigger for contacts already on lists, it is a very, very narrow automation trigger type- only brand new contacts, and only via sign up form additions.

If your auto is setup for list join triggers, then please call in for automation troubleshooting. 

See also:

Understanding triggers in the Automation Path Builder