Marketing Lists excluding contacts

[Carrie1450]

New to Hubspot Marketing and when creating a new list to send an email, certain contacts are being excluded.

These are newly created contacts so havent been excluded due to opt-out or bounces. Hav confirmed contact record contains neccesary fields for them to be included. Any ideas? TIA

[Bryantworks · Accepted solution]

Hey @Carrie1450 

Could it be that the emails you're trying to send have the "Don't send to unengaged contacts"?  Here's a quick article to understand what is graymail and how it could be affecting you:  https://knowledge.hubspot.com/articles/kcs_article/email/what-is-graymail-and-how-can-i-avoid-sendin...

Here's where to access that control on your emails:  Marketing > Email > Select Email > Recipients 

[Bryantworks · Accepted solution]

Hey @Carrie1450 

Could it be that the emails you're trying to send have the "Don't send to unengaged contacts"?  Here's a quick article to understand what is graymail and how it could be affecting you:  https://knowledge.hubspot.com/articles/kcs_article/email/what-is-graymail-and-how-can-i-avoid-sendin...

Here's where to access that control on your emails:  Marketing > Email > Select Email > Recipients 

[Carrie1450]

Thanks @Bryantworks that was really helpful! Have solved the issue - cheers 🙂 

[MFrankJohnson]

Saying it's 'solved' without any explanation isn't very helpful ...

Good luck on your HubSpot projects.
#nlmtt, #nlmtu

[Carrie1450]

Thanks @MFrankJohnson if you read the thread you'll see that @Bryantworks link was what helped me solve the issue. Appreciate your comment.

[MFrankJohnson]

>>"If you read the thread ..."

Unfortunately, that's precisely the problem ... when read "as is" it's either misreported or nonsensical ... or both!

Q: "New to Hubspot Marketing and when creating a new list to send an email, certain contacts are being excluded.  These are newly created contacts so havent been excluded due to opt-out or bounces. Hav confirmed contact record contains neccesary fields for them to be included. Any ideas? TIA"

So which is it --

-1- Unengaged contacts? (i.e., originally misreported because new contacts CANNOT QUALIFY as 'unengaged')

OR

-2- High opt-out/bounce rate? (i.e., new contacts CAN opt-out or bounce, so ...)

Finally, the goal here is to offer assistance identifying root causes (when possible). Again, as originally stated, simply saying 'solved' with no clear indication as to the root cause isn't very helpful.

[Bryantworks · Accepted solution]

@Carrie1450 Glad to hear it!  If this truly resolved your issue would you mind marking as the solution so that other users can find this as well?

I do want to just double check on your newly create contacts as @MFrankJohnson stated as the unengaged setting shouldn't affect that.  But if the unengaged contacts was truly the problem and you got it fixed, I'm glad to hear it!

[MFrankJohnson]

Note: "newly created contacts" wouldn't qualify as 'unengaged' ...
Need to see a screenshot of the list criteria.

[Bryantworks]

Good catch @MFrankJohnson !  Just trying to look for other potential hiccups while we wait for a screenshot or listing of the criteria.

[MFrankJohnson]

We hear you @Bryantworks ...

Sometimes those screenshots take a while ... 

[MFrankJohnson]

Need to see a screenshot of the list criteria please.