List filters not pulling in all contacts

[NGreasley]

Hi,

I'd appreciate any help with the following:

We have a campaign running and I have a master list of contacts that should receive all comms for that campaign. 

There are a lot of key contacts that we want to be included who aren't making it into the master list, even though they match the applied filters. It's not that they are in the list but don't receive the email because they're "unengaged", it's that they aren't making it into the list at all. 

Does anyone have experience with HubSpot lists being tricky like this or am I just missing something obvious?

Thanks!

[NGreasley]

I think the issue was the sales team not populating the country field for their contacts. My list is filtered by country. 

[karstenkoehler]

@NGreasley in that case testing, as explained in my previous reply, would confirm that to you: https://knowledge.hubspot.com/lists/how-to-test-contacts-in-lists

[karstenkoehler · Accepted solution]

Hi @NGreasley,

Happy to help here. There's an important nuance: Are the contacts in the contact-based list but the email is not being sent to them or do the contacts not even appear in the list?

If it's the former, the easiest way for troubleshooting would be  checking the Recipients tab and Not sent section of the sent email.

There are multiple potential reasons here.

Are you using the marketing contacts functionality? If yes, are all recipients marked as marketing contacts? (HubSpot will not send emails to non-marketing contacts.)

Are you suppressing unengaged contacts in the Recipients tab of the email? If yes, you could uncheck the box. Otherwise HubSpot will exclude these contacts.

Are you using an exclusion / suppression list in the Recipients tab of the email? (Do not send to dropdown)

Do you have the GDPR settings enabled? If yes, you might have restricted email sends to contacts who have a legal basis for communication only. In that case, you would have to update your contact subscriptions.

Have some of the contacts previously bounced? You can check by filtering your recipient list by "Email hard bounce reason is known".

Did you already hit your monthly email send limit? (5X marketing contact tier)

Have some of the contacts previously unsubscribed? You can check by filtering your recipient list by "Unsubscribed from all email is equal to True"

If it's the latter, could you share an example of a contact record that should be a member of the list but isn't? Please provide (pixelated) screenshots. What do you see when you test the record against the list criteria? https://knowledge.hubspot.com/lists/how-to-test-contacts-in-lists

Best regards