After a campaign goes live, three places show what happened: the campaign row, Logs, and Conversations. Check them in that order when a lead reports a message, or its absence.

​
Before you start

1

Read the counters on Campaigns

Open Outbound, then Campaigns. Each row shows Sent and Failed. A lead that was skipped before the send adds to neither number. If Sent does not move after a test lead, go to the next step.
2

Find the reason in Logs

Open Logs and filter Source to Zoho CRM. A skip is a warning line that reads “Template send skipped:” followed by the reason, for example phone_missing or template_inactive. A success reads “Outbound template sent”. The reasons and what to do about each are listed on How a send works.
3

Read the conversation

Open Conversations. A sent message appears on the lead’s thread with its delivery marks. See Thread and ticks.

​
When the counters and Zoho disagree

Troubleshooting overview

Start from the symptom.