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Send to one person

A single send reaches one person, named by you on their record or by your systems through the API. Use it for a quote follow-up, an arrival message, or anything your own system triggers at the moment it matters.

This document describes the single send. To reach a list of People as one unit, see Run a campaign. To reach rows as they arrive on a sheet, see Automate outreach from a sheet.

Before you begin

  • Write the Outreach you want to send.
  • Make sure you have the person's consent. A send you name is your responsibility: it goes out whether or not consent is on file, and it is refused only when your own request says the person did not opt in, when the person replied STOP, or when their consent is recorded as denied. Consent you assert with an API send is recorded on the send and never changes the Person's consent. See Sending guardrails.

Send from a Person record

A send goes to one of the person's channel identities, the person's number on RCS, never to the phone number on their profile.

  1. Open the person's record on the People page.
  2. Click Send.
  3. Choose where it goes: one of the person's RCS identities, or Send to a number. For a new number, confirm that the person opted in to messages on it and say how. The number is added to the record as an identity before the send, as in Add an identity. If another record already holds it, the dialog says which and offers to move it.
  4. Pick the Outreach. The message is rendered for that person, with fill-ins resolved.
  5. Click Send.

Send from your own systems

One API call names the Outreach, the recipient, and any inputs the opener needs. The recipient is a channel and number, such as rcs and the person's mobile number; the ASID of an identity; a Person; or a persona. A send by number goes to the person who holds that identity, and creates a Person to hold it when nobody does. Profile details you send with it, such as a name or email, are written to the Person and never decide who receives the message. A booking system asking for an arrival message, a CRM asking for a quote follow-up, or a journey platform at a step in its flow all use the same call. See Outreach in the Agent API. An Adobe Journey Optimizer journey has its own pair of custom actions over the same send: see Send from Adobe Journey Optimizer.

Rehearse it first

Address the Outreach to a persona instead of a person. The whole pipeline runs, and the opening lands in that persona's emulator session where you can reply to it and see how the conversation goes. Nothing reaches a phone, a calendar, or a person.

Read what happened

Each send is one row on Monitor · Sends, and you can watch it the way you would watch a message you just sent. A send goes out when you make it: safe hours do not apply. It shows as queued for about a minute, until the send worker picks it up, and you can cancel it in that window. A marketing send to a person who received a marketing message inside the frequency cap goes out with a warning.

These refuse the send before anything is recorded, and the console or the API response says which:

Refusal What it means
Consent declined Your own request said the person did not opt in.
Opted out The person replied STOP on this channel.
Not found The identity, Person or persona the request named doesn't exist on this agent.
No channel identity The person holds no identity the Outreach can send on. Add one on their record.
Consent denied The person's consent is recorded as denied. Update their consent on the People page to send again.
Missing inputs The opener needs a field that neither the send nor the person's record supplies.

When an accepted send does not go out, the reason is recorded on the row.

Reason What it means
Opted out The person replied STOP after the send was queued.
No channel identity The person no longer holds the identity the send was addressed to: it was moved, removed, or merged away.
Not RCS-capable The number cannot receive RCS.
No channel The agent has no active RCS channel.
Channel misconfigured The RCS channel's provider refused its credentials, sender or agent. Nothing was sent and the person is not marked unreachable; fix the channel under Channels and send again.
Missing inputs The opener needs a field this send did not supply.
Delivery failed The channel accepted the message, then reported failure.
Outreach unavailable The Outreach was turned off or deleted after the send was accepted. Nothing was sent.

When a send can't go out for a temporary reason, such as the channel not answering, it goes back to queued and is retried automatically for about half an hour. You can cancel it while it waits. The row is marked failed only if the last attempt fails too.

A person who is not reachable on RCS is reported rather than quietly skipped, so you can see who to reach another way.

Follow the conversation

Once the person replies, everything is ordinary. The conversation appears in Monitor · Conversations, the agent follows the Outreach's Playbook, and its Goal is what review and the dashboard measure. When the agent books a call, the representative is notified as usual. See Schedule calls.

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