FAQs: Campaigns

Do you have campaign templates for the campaign triggers?

What are triggers? Triggers in Brokerkit automate communication and tasks based on events, improving follow-ups and engagement with agents and recruits. Many of our triggers have pre-built campaign templates in the campaign library, which can be used with them. How do triggers work? - For details on how to use triggers, see here. Which Triggers Have Campaign Templates? - This helpful article here has a table of available triggers and mentions which campaigns align with those triggers. Campaign triggers automate and enhance communication, ensuring timely, relevant outreach. To stay effective, regularly update triggers and templates.

My Campaign Emails and Texts are not sending

Note about 'Accepted' email status: If your campaign emails show 'Accepted' as the delivery status on individual emails, this is normal — it means the email has been sent to our delivery service and is queued for delivery. Emails typically transition from 'Accepted' to 'Delivered' once the recipient's email server confirms receipt. See Using engagement tracking for all email delivery status definitions. The troubleshooting steps below are for when campaign steps are not triggering or sending at all. Are your emails sending but replies aren't appearing in the inbox? If you can see in your notifications that contacts are reading your emails, but their replies don't show up in your BrokerKit inbox, you need email forward logging (not BCC) — BCC only logs outgoing emails, not replies. See Are email replies shown in BrokerKit? to set up email forwarding. Want a report of contacts whose campaign messages aren't delivering? The Campaign Reporting tab (open a campaign → Reporting) shows aggregate performance — enrolled, sent, opened, clicked, replied — but it does not list individual contacts or show delivery failures. To get a contact-level list of who is not receiving your messages, use Advanced Search → Engagement filter: - Email Bounces — lists every contact with a bounced email address (messages can't be delivered to them). - Email Unsubscribes and Email Spam Complaints — lists contacts BrokerKit will suppress, so campaign emails won't reach them. - Text Unsubscribes — lists contacts who replied STOP, so campaign texts are blocked. Save it as a Saved Search to re-run with one click. See Using engagement tracking with your leads and agents for the full Engagement filter reference. What about contacts "assigned twice" to the same campaign? BrokerKit prevents this automatically — you cannot enroll a contact in a campaign while they are still actively running through it. If you try, you'll see "Sorry, [name] is already subscribed to this campaign." A contact can be re-enrolled only after their previous run of that campaign has ended. Because duplicate active enrollment isn't possible, there is no "assigned twice" report to run. Please follow these steps to troubleshoot the issue if your campaign email/text steps are not sending: 1. Filter the campaign in Advanced Search so you can see which leads or team members are subscribed to the campaign. 2. Select a lead/team member and go to the profile and find the campaign subscription and check these things: 1. Check if the campaign subscription is paused and unpause it if it should be active. 2. Check if the campaign subscription indicates the campaign has ended. 3. If the campaign is active, check how many steps have been triggered and how many are left. 3. If the campaign step shows triggered in the campaign subscription: 1. If you see the message in the timeline: 1. Review the delivery status of the emails/texts in the bottom right corner of the message to see if they were not delivered for some reason. See this article here for a definition of the delivery statuses. If you are unsure what the delivery status means, please email us at support@brokerkit.com and be sure to give us the details of which steps you performed in this article and what you are seeing for the delivery status. 2. If you don't see the message in the timeline: 1. For Campaign 1.0, the sending window is 9 AM-noon in your timezone. For Campaign 2.0 (default for new campaigns), messages send at the scheduled time you've set - there is no 9 AM-noon restriction. To determine which version you're using, check your campaign settings for the 'Campaigns 2.0' toggle. If the step shows as triggered but you don't see the message in the timeline, wait about 15 minutes and check again, as there can be a brief delay in timeline updates. 4. If the step was not triggered: 1. Determine if the campaign was triggered past the sending window: 1. Search the timeline to find the activity logged when the campaign was triggered. 2. Hover over the trigger timestamp of when it was triggered, and you will see the date and time it was triggered. 3. The campaign sending window is 9-noon in your timezone. If you triggered the campaign for today past the sending window, it will go out tomorrow. 2. Check if the campaign is paused overall or on the campaign subscription on the lead/team member is paused. 1. If the campaign subscription on the lead/team member is paused and you are not sure how it happened, look for one of these conditions that could cause it: - Archiving the lead/team member. - Moving a lead to "Signed" to move them to retention. - Moving a team member in retention back to recruiting. - There is a campaign with text steps triggered on a lead/team member with no phone number. 3. Check for Automatic Campaign Pausing: 1. If your campaigns paused unexpectedly, check if you have the "pause on reply" feature enabled: 1. Go to your campaign's Settings tab 2. Look for the "Managing Replies" section 3. If "When a contact replies to any text → Pause the campaigns for this contact" is enabled, campaigns will automatically pause for individual contacts who reply to text messages 4. This feature keeps other contacts in the campaign active while pausing only for those who replied 5. To prevent this, you can disable this setting in the campaign's Settings tab and save the changes 4. Check all steps in the campaign to make sure the sender's email address and phone number are selected. 1. If there is no phone number selected for one of your text steps in the campaign, it is possible it was assigned to a user who was removed or had their phone number released. - If the text step was assigned to you and you don't see your phone number now, it is possible that someone released your phone number. - To check if your phone number was released, click your name in the top right to go to the user profile menu and select "Phone Number," where you should see your phone number under the "Brokerkit Number." If you no longer see your phone number, it is possible it was released. In this condition, please email support@brokerkit.com to see if your phone number can be recovered. 5. Check to make sure you have a Brokerkit phone number assigned if the campaign has text steps. 1. Click your name in the top right > Phone Number, and if you have a phone number, it will show on this page. 2. If you see a prompt to "Pick your phone number," you don't currently have a phone number assigned to your user account, so please select one so the text steps in your campaign will work. 6. Existing campaign progress plays a crucial role in determining why some contacts may not receive your campaign emails or texts: - Contacts who have completed the campaign: - These contacts will not receive any new email steps that you add. - Contacts who are still active in the ongoing campaign: - These contacts will receive any new email steps that you add. 📩 If you follow all steps above and can't determine the issue, then please email us at support@brokerkit.com and tell us the findings from following these steps, so we can investigate the issue.

How to Remove Campaigns

Updated guidance: In most cases, pausing a campaign is recommended because it preserves campaign history. See How to Stop or Remove Campaigns for the current pause-first workflow, including bulk removal and departing-user scenarios. If you wish to remove a campaign from one or multiple contacts simultaneously, this article will guide you through the process. How to remove a campaign from an individual contact To begin, navigate to any contact profile and locate the Campaigns section as illustrated in the image below. To proceed, click the delete button. A confirmation prompt will appear to verify your decision. Once you confirm, the campaign will be removed and will no longer be active. If you wish to add the same or a new campaign afterward, please refer to the article dedicated to creating and adding campaigns here. How to remove a campaign from multiple contacts at once Remove campaign bulk button locations are: - In Recruting: - Today page -> New leads section - Today page -> Tasks due today - Leads page -> Leads section - In Retention: - Today page -> Tasks due today - Today page -> Onboarding - Today page -> Retention Reminders - Team page -> Team section After selecting the contacts you wish to remove from the campaign, click on the Smart Campaigns button. A drop-down menu will appear, providing you with options to either add or delete a campaign from the selected contacts using the bulk action feature. Choose the option to Remove from Campaign. Enter the name of the campaign you wish to delete in the provided field. Finally, click Remove to finalize the action. How to remove a campaign using the campaigns page If you are uncertain about the number of contacts assigned to a campaign, you can easily check this information. Simply navigate to the campaigns page using the menu on the left, which is available in both the Recruiting and Retention sections. Click on the arrow labeled view subscribers to continue. This will direct you to an advanced search view with a filter applied specifically for the selected campaign. From there, you can proceed by following the steps outlined for removing campaigns using the bulk action feature.

Can I use specific dates to send Smart Campaigns?

Looking to send a one-time email to many contacts (now or at a scheduled time)? Smart Campaigns are designed for multi-step sequences over time. For a single send — immediately or scheduled — use Bulk Email instead. See Sending Bulk Email. By design, Smart Campaigns wait a set number of days you specify between steps before sending the next message. This way, they're perennial and reusable. However, many of our clients still use it to promote time-sensitive events and see phenomenal results. Of course, this requires a little more planning. When applying a campaign, you'll have the option to set when it begins. From there, you'll just need to do a little math as to which day the following step will fall on. How the campaign "clock" works Smart Campaign timing is step-to-step, not measured from the campaign start. Each step has its own "after waiting ___ days" setting that counts from when the previous step was sent. - Step 1 goes out on the start date you choose when you apply the campaign — there is no wait before it. - Each later step waits its set number of days after the prior step was sent, then goes out on the next day that falls inside that step's sending window. - The wait is processed first, then the day-of-week and time-of-day window are applied. By default that window is Monday–Friday, 9 AM–noon in your time zone — so if the wait lands on a weekend, the message goes out the next weekday. Example — a 3-email campaign with "after waiting 7 days" on steps 2 and 3, started on a Monday: - Step 1 → sends that Monday (the start date) - Step 2 → 7 days later, the following Monday - Step 3 → 7 days after step 2, the Monday after that So if a step is set to "after waiting 7 days," the system waits the full 7 days from the previous step before that email goes out. The campaign does not pause before step 1 — step 1 sends on the start date itself. Understanding the "On:" and "At:" send-day options Each campaign step has two scheduling dropdowns, plus the wait field: - On: the day of the week the step is allowed to send. This is a single choice — you pick either "Any Day" or one specific option (Mon-Fri, Mon-Sat, Sat-Sun, or an individual weekday). "Any Day" and a specific day are mutually exclusive; you cannot select both, and you don't need to. "Any Day" simply means the step has no day-of-week restriction and can send on whatever day the wait lands on. - At: the time of day the step sends — "Any Time," a random 9 AM–noon window, or a specific time. - after waiting [N] days: the number of days to wait after the previous step. Brokerkit applies the wait first, then uses "On" and "At" to pick the exact send slot. Tip: If you want a step to land on an exact date, set the wait so the step falls on or just before that date, then choose the matching weekday under "On:" (or leave it on "Any Day" if any day is fine). If you selected a start date by mistake and want to change it, you'll need to bulk select the contacts, unsubscribe them from the campaign, and then resubscribe them with the correct start date.

How to Stop or Remove Campaigns

Departing user quick answer: Changing a departing user's contacts to a new owner does not automatically stop active campaign subscriptions. If you need to stop outreach immediately, pause the affected campaign subscriptions or bulk remove those contacts from the campaign. Also review each active campaign step: email and text steps may still have the departing user selected in the From dropdown, and task steps may still assign tasks to that user. Change those steps to another active Admin/Staff user or to Contact Owner before the next scheduled step runs. If a lead replies asking to be removed (e.g., "remove," "stop emailing me," "unsubscribe me"), or you otherwise need to stop a campaign, the recommended approach is to pause it — not remove it. Why pause instead of remove? Pausing preserves history. When you pause, the contact profile still shows that the campaign was triggered, which step it reached, and when it was paused. This gives you (and anyone else on your team) a complete record of what the contact received and why the campaign stopped. Removing erases that history. If you delete the campaign from the contact, you lose the record that the campaign was ever applied. You won't be able to see what steps the contact already received or why the campaign was stopped. Use Pause for: Lead opt-out requests, conversations that need a human takeover, or any situation where you want to retain context for future follow-up. Use Remove only when: You want to fully clear the campaign assignment (e.g., the contact was added to the wrong campaign by mistake and you want no record of it). Recommended: Pause a Campaign Stopping campaigns for a departing user If a team member leaves and you need to stop messages or tasks connected to that person, first identify how the campaign is configured: - If the campaign step uses the departing user as a specific From sender for email or text, edit the campaign and change that step to another active Admin/Staff user or to Contact Owner. - If the campaign step creates a task assigned to the departing user, edit the task step and choose the new task owner. - If the campaign uses Contact Owner, filter Recruiting or Retention by Owner = [departing user]. Then pause those contacts' campaign subscriptions or bulk select the contacts and choose Smart Campaigns > Remove from Campaign. Reassigning a contact to a new owner changes who future Contact Owner steps should use, but it is still safest to pause or remove active subscriptions first if you need to stop scheduled outreach immediately. Archiving a person as a contact pauses campaigns only for that person's contact record. It does not automatically pause campaigns for contacts they owned or update campaign steps where they were selected as sender/task owner. You can pause a campaign in two places — for a single contact or for all subscribers at once. Option 1: Pause for an individual contact Use this when one specific lead asks to be removed. 1. Navigate to the contact's profile. 2. Locate the Campaigns section. 3. Click the Stop (pause) button to the left of the Delete button. The button will turn into a Play button so you can resume the campaign later if needed. The pause is logged in the contact's timeline so you have a record of when and why it was paused. Option 2: Pause the entire campaign for all subscribers Use this when you want to halt a campaign across every contact subscribed to it (e.g., the messaging is outdated, or you want to revise it before it continues sending). 1. Go to Automation > Campaigns in the left-side menu (available in both Recruiting and Retention). 2. Locate the campaign you want to pause. 3. Click the Stop (pause) button on that campaign row. The button will turn into a Play button so you can resume the campaign for everyone again later. This pauses the campaign for all currently subscribed contacts at once, without having to open each profile individually. Auto-Pause When a Contact Replies Instead of manually pausing each contact, you can set a campaign to automatically pause whenever a contact replies. This is useful when you want to stop automated messages as soon as a real conversation starts. To configure auto-pause: 1. Go to Automation > Campaigns in the left-side menu. 2. Click on the campaign you want to configure. 3. Click the Settings tab. You will see two separate checkboxes: - When a contact replies to any text → Pause the campaign for this contact — This is on by default for new campaigns. When a contact replies to any text step, only that contact's campaign is paused. Other contacts continue as scheduled. - When a contact replies to any email → Pause the campaign for this contact — This is off by default. When enabled, a contact's campaign pauses as soon as they reply to any email step. Important prerequisite for email reply pausing: BrokerKit needs to see the reply for this to work. This requires Email Capture (auto-forwarding) to be set up for the email address sending the campaign. If auto-forwarding is not active, email replies will not trigger the auto-pause. See your email settings under User Settings > Email Settings to configure forwarding. When a campaign is auto-paused due to a reply, the pause is logged in the contact's timeline. To resume the campaign, go to the contact's profile and click the Play button on that campaign. Alternative: Remove a Campaign (loses history) ⚠️ Only use Remove when you do not need to keep a record of the campaign assignment. Once removed, the campaign no longer appears in the contact's profile and you lose visibility into what was already sent. Remove a campaign from an individual contact 1. Navigate to the contact's profile. 2. Locate the Campaigns section. 3. Click the Delete button. A confirmation prompt will appear. 4. Confirm to remove the campaign. If you want to add a campaign back afterward, see Creating and Applying Smart Campaigns. Remove a campaign from multiple contacts at once The bulk Remove from Campaign action is available from these pages: - Recruiting: Today page → New leads section, Today page → Tasks due today, Leads page → Leads section - Retention: Today page → Tasks due today, Today page → Onboarding, Today page → Retention Reminders, Team page → Team section To use the bulk action: 1. Select the contacts you want to remove from the campaign. 2. Click the Smart Campaigns button. A drop-down menu will appear. 3. Choose Remove from Campaign. 4. Enter the name of the campaign you want to remove. 5. Click Remove to finalize. Remove a campaign using the campaigns page (when you need to find all subscribers first) If you're not sure how many contacts are assigned to a campaign: 1. Navigate to the Campaigns page in the left-side menu (available in both Recruiting and Retention). 2. Click the arrow labeled view subscribers for the campaign. 3. This opens an advanced search view filtered to that campaign's subscribers. 4. From there, follow the bulk Remove from Campaign steps above. How to Find Contacts Whose Campaign Has Ended (and move them to a new campaign) A common question: "Is there a way to filter my contacts down to the ones whose campaign has ended, so I can put them into a different campaign — without including the people who replied STOP?" There is no separate Advanced Search filter for "campaign ended." The right place to do this is the Campaigns page itself, which already groups every contact by the campaign they were subscribed to. Step-by-step: re-engage contacts from a completed campaign 1. Go to Automation → Campaigns in the left-side menu (Recruiting or Retention). 2. Find the campaign whose subscribers you want to re-engage. The campaign list shows how many contacts are subscribed and how many have completed it. 3. Click the view subscribers arrow on that campaign row. 4. This opens an advanced search filtered to that campaign's subscribers — every contact the campaign was applied to. 5. (Optional) Narrow further using the search filters — for example, filter by Status = Recruiting to exclude contacts you've already archived. 6. Bulk select the contacts you want to re-engage (use the header checkbox to select all). 7. Click the Smart Campaigns button → Add to Campaign, choose the new campaign, and click Add. The selected contacts will be subscribed to the new campaign and will start receiving its steps. Excluding contacts who replied STOP When a contact replies with a stop keyword (STOP, END, CANCEL, UNSUBSCRIBE, QUIT), their phone number is added to a suppression list, and any text steps in future campaigns are automatically suppressed for that number — see How to manage opt-out requests for SMS/MMS text messages. However, the contact still appears in subscribers lists and can still be added to campaigns (email and task steps will still run). The cleanest way to keep STOP-responders out of your re-engagement is to archive them first: 1. Identify the contacts who replied STOP — you can find these from the contact activity timeline (text delivery status shows the suppression) or from the Engagement filters in Advanced Search. 2. Set their Status to Archived (individually from the contact profile, or in bulk via the Status bulk action). Archiving a contact automatically pauses every campaign they are currently subscribed to. 3. Back on the view subscribers page for the completed campaign, filter by Status = Recruiting (or whichever active status you use). Archived contacts will be excluded. 4. Bulk select the remaining contacts and use Smart Campaigns → Add to Campaign to put them into the new campaign. This way, STOP-responders are safely separated, and only your active contacts get the new outreach. Related articles - Creating and Applying Smart Campaigns - How to manage opt-out requests for SMS/MMS text messages - Segmenting your Data with Advanced Search/Filter