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Why aren't fan opt-ins syncing to email or SMS integrations?

If you are running an engagement campaign and notice that your fan opt-ins aren't appearing in your connected email, SMS, or CRM integrations, this guide will help you understand the cause and the solution.

The "Why": Connecting Your Data

When a fan opts into your campaign, that data needs a defined path to reach your external marketing platform. Collecting the data alone isn't enough; we need to know exactly which fans to send over so you can market to the right people.

To create this pathway, you’ll first set up a Fan CRM filter, then create a Smart Tag for this filtered group.

  • Filters: Define which fans are selected.
  • Smart Tags: Act as the "bridge" that connects your filtered fans to your third-party integrations (such as your email and SMS marketing tools).

If you create a tag that isn't connected to a filter, or if you haven't configured a filter for your new fans, the data will remain in the Fan CRM and will not be pushed to your outgoing integration.

Important: Smart Tags expire after 1 year. At that time, they become static tags and will no longer push to your third-party integrations. It is key to monitor your tags regularly to ensure that your data flows to your integrations successfully. 

How to fix the issue:

If you notice that your opt-in counts in your email/SMS platform appear lower than expected, follow these steps to troubleshoot:

  1. Check your Fan CRM Search: Navigate to your Fan CRM and search for the fans you expect to see.
  2. Review your Filters: Ensure you have an active filter that captures these fans. You can learn how to do this here: Create and Manage Filters.
  3. Connect a Smart Tag: Once your filter is set, make sure it is attached to a Smart Tag. If the tag isn't connected to the filter, the data cannot flow to your integration.
  4. Verify the Integration: Ensure your specific integration (e.g., Mailchimp) is properly mapped to that Smart Tag. 

Still need assistance? Please reach out to your Customer Success Team or contact support@tradablebits.com