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Why aren’t my users appearing in the dashboard?

Users are not showing in the dashboard or segment table. If so, consider the following reasons:

  • No user events have been sent to the platform yet.
  • Your defined user properties or segments do not correspond to the events you’re sending.

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How do I send events to the system?

Check out our event submission guide for instructions on sending user activity and traits.

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Why can’t users receive repeated messages from the same journey?

A common question is why a user doesn’t get messaged multiple times in a segment-triggered journey.

If your use case requires users to receive a message every time a specific event happens (like a purchase or support ticket), use an event entry journey instead.

Users can re-enter and be messaged by a segment entry journey more than once, but only if:

  1. The user finishes the journey.
  2. The user leaves the triggering segment.
  3. The user qualifies for the segment again later.
  4. The journey is set to allow users to re-enter.

Let’s use a different example: a segment for users who have added an item to their cart, and a journey that sends a reminder.

Here’s a scenario where a user could get multiple reminders:

  1. The user triggers an ADDED_TO_CART event.
  2. The system processes the event and adds the user to the “Cart Abandoners” segment.
  3. The journey starts for the user and sends a cart reminder message.

While the user is in the segment and journey, further ADDED_TO_CART events are ignored.

  1. The user makes a purchase, triggering a PURCHASED event, which causes them to leave the “Cart Abandoners” segment.
  2. Some time later, the user adds a new item to their cart, sending another ADDED_TO_CART event.
  3. The system recognizes the user is newly qualified for the segment, and the journey starts again, sending another reminder.

Be cautious—sending too many reminders can annoy users. These examples are for demonstration purposes.