System Deferral Reasons

Actions can be deferred (skipped) for various reasons. Understanding system deferral reasons helps you troubleshoot why actions aren’t executing and optimize your sequences.

Common Deferral Reasons

Actions may be automatically deferred when:

Criteria Not Met

Actions with criteria conditions are deferred if the criteria are not met when the action becomes due. The action will remain deferred until criteria are met or the action is manually skipped.

Opt-Out Status

Actions are automatically skipped if a customer has opted out of the communication channel:

• Email Opt-Out: Email actions are skipped if HasOptedOutOfEmail is true
• Phone Opt-Out: Call/SMS actions may be skipped based on opt-out settings
• Other opt-out fields: Additional opt-out fields may affect action execution

Missing Required Data

Actions may be deferred if required data is missing:

• Email actions: Require email address and opt-out status
• Call actions: Require phone number
• SMS actions: Require valid mobile number
• Task actions: May require specific fields

Owner Issues

Actions may be deferred if:

• Action owner is deactivated (depending on inactive processing setting)
• Owner lacks necessary permissions
• Owner cannot access participant records

Manual Deferral

Actions can also be manually deferred by users:

• Users can skip actions from Engage view
• Actions can be deferred from participant records
• Bulk deferral is available for multiple actions

Tracking Deferrals

Deferred actions are tracked in:

• isDeferred field: Boolean field indicating deferral status
• Number Of Deferred Sequence Actions: Count field on participant records
• Action status: Visible in Engage view and participant modules