Who receives a campaign

A client must belong to the chosen audience, have consent, have a reachable channel, and remain within the sending limits shown by your marketing settings.

1 min read · Updated August 28, 2026

In short

Choosing an audience does not guarantee that every person in it receives the campaign.
Consent, a reachable app account or email, recent marketing and sending limits can reduce the final count.
Eligibility is checked again when the campaign is sent, so the final audience can differ from the preview.

First check	Chosen audience
Required	Marketing consent
Reachable by	App or enabled email
Checked again	At send time

Why a client is skipped

They have not consented to marketing, or they unsubscribed.
They have neither a linked app account nor an email that can currently receive your offers.
They received marketing too recently under your per-client cooldown.
Your monthly sending limit has been reached for them.
Their client record is archived.

The reachable count is lower than the group count.	Review the skipped reasons. Check consent, contact details, your cooldown and the monthly limit in Marketing settings.
A client I selected did not receive the campaign.	Confirm that the client still consents and has a linked app account or an email available for offers.

Related articles

Know who you may contact — Separate appointment messages from marketing, and let the recorded consent decide who receives a campaign.
Build a campaign and choose its audience — Choose a client group or specific clients, set the offer, and check the reachable audience before sending.
Bring back clients who have gone quiet — Build a campaign for clients who have not returned, check who can receive it, and send now or later.
Build your loyalty ladder — Choose how clients earn points, add milestones, and attach a reward to each one.