Start with the campaign report, not with the guest profile. The Schedules tab tells you what the system actually did.
Look the guest up first
Go to Campaigns for a Journey, or Broadcasts for a Broadcast, open the three-dot menu on it, and choose View Report.
Select the Schedules tab.
Click the filter icon above the table on the right, and search by Booking reference, Email, Phone, or the guest's name.
Set the calendar icon to All time so you are not looking at too narrow of a period.
What you find next decides the next step. There are four possibilities.
See The Schedules tab on a campaign report if you want the full tour of that screen.
There is no row for the guest
The campaign never tried to reach them. Work through these in order.
No contact details on the profile. Check the guest has an email address or a phone number. Without either, there is nothing to send to.
The guest is not in the audience. Open the campaign's audience and confirm the guest matches its filters. Remember filters combine with AND, so every one of them has to be true.
Wrong guest type. The campaign may be aimed at a different guest type to the one on this profile.
Missing consent. If the campaign has a consent requirement set on Review & Publish, guests who have not given one of the selected consents are skipped.
The trigger moment had already passed. A Journey fires when its trigger event happens, and never replays events from the past. If the campaign was activated after this guest's check-in, check-out, or booking moment, it was never going to fire for them. See Does a Journey apply to reservations that already exist?
The trigger mode ruled them out. On a trigger set to At least, a guest who booked later than the configured interval is skipped entirely rather than sent to late. See Trigger modes: At most and At least
The campaign is not actually live. Check its status in the campaign list. A campaign marked Draft or Inactive sends nothing. A campaign showing UNPUBLISHED CHANGES is still sending its last published version, so a fix you made may not be in effect yet.
There is a duplicate profile. See below.
The row says Failed
The reason is written in the Status column itself. There are three:
Unable to reach guest. This one string covers two different situations, and the Recipient column will not tell you which. Most often the contact details did not work: a missing or invalid email address, or a phone number that is invalid, unavailable, a landline, roaming, or has no WhatsApp on it. Check the Recipient column for the address or number that was tried, then correct it on the guest profile. The same status also appears when the details are correct and the guest's mobile carrier or country rejected that specific message, which nothing on the guest profile will fix. Click the status text on the row for the underlying error, which tells you which situation you are in. See How phone numbers are validated and SMS country coverage for what a carrier or country restriction looks like.
Already sent to another guest profile with the same contact and context. Another profile sharing the same contact details already received this campaign that day, so this one was skipped to avoid sending the guest a duplicate. This is the First per day setting, and it usually means you have a duplicate profile rather than a delivery problem. See below. If the setting itself is wrong for this campaign, see Journey campaign advanced settings.
Campaign template not found. There was no template to send for the channel and language this guest resolved to. Check the campaign has content for every channel and language it can reach, including translations.
Two more causes land a guest in Failed and are worth checking when none of the three above explains it:
The guest may have opted out or
The guest may be blocked with the
silencetag, which suppresses campaigns to that guest regardless of consent or audience.Check the guest profile for both. Once you have fixed the cause, you can send that one message again from the same row, bearing in mind it goes out immediately. See Resend a campaign to one guest.
The row says Scheduled
Nothing has gone wrong. The message has not been sent yet, and the Date column tells you when it is due to be send.
The row says Sent
The message left Bookboost, and the Recipient column shows the address or number it went to. The Event column then tracks what happened next: Accepted, Delivered, Opened, Clicked, or bounced.
An OTA-supplied address is a common culprit here, because it can deliver inside the OTA's email inbox, but it never reaches the guest's own inbox.
If the Event column is empty, the message was sent but nothing has come back. It is not proof the guest did not receive it. Opens depend on the guest's email client loading images, and plenty of clients block them by default, so a delivered and read message can still show no event.
Delivery is also not guaranteed once a message has left. The guest's mailbox, their provider, or their company's mail filter can all reject or quarantine it after Bookboost has done its part.
Duplicate guest profiles
If the same guest exists twice, the other profile has probably received the campaign instead. This is also what sits behind most Already sent to another guest profile failures.
Match and Merge handles most duplicates automatically, but they can still appear with OTA reservations, where the profile is later updated from your PMS with the guest's real email address. When that happens, search using the OTA guest email rather than the real one.
Getting help
If none of this explains it, open Talk to Us in the left menu of the platform, or email [email protected]. Tell us the campaign name, the booking reference, and what the Status column on the Schedules tab said. That last detail is the one that saves the most time.