Engage segmentation filters contact profiles using defined criteria and returns the matching audience for use in a sendout.
If a segmentation returns an unexpected number of contacts, whether too many, too few, or a sendout produces a different number of messages than expected, check the following.
Check whether the segmentation was changed
Review the segmentation criteria to confirm that no rules were added, removed, or modified.
A common cause is that the segmentation was changed for a different message or campaign and not restored afterward. Even a small change can alter the final audience.
Check the rule-level match counts
Within a segmentation, each rule displays the number of contacts that match that condition.
If you are using AND logic, the final audience only includes contacts that match every condition. If one rule returns an unexpectedly low or high count, that will directly affect the overall result.
This can happen when customer profile data has changed. For example, a profile attribute may have been updated to a value that no longer matches the segmentation condition.
Check whether the message audience is restricted by a group
The issue may not be with the segmentation itself. It may be caused by the combination of the segmentation and the audience selected for the message.
A segmentation can be configured with multiple conditions and can evaluate contacts more broadly in the segmentation builder. However, a group-based message is linked to a single group. When that segmentation is applied to the message, the eligible audience is limited to members of that group who also match the segmentation criteria.
Because of this, the contact count shown in the segmentation builder can differ from the number of contacts actually used by the message.
How to resolve group-related count differences
If the message is group-based, add an AND condition that limits the segmentation to active members of the same group used by the message.
This makes the segmentation logic match the audience restrictions applied during sendout and helps avoid differences between the segmentation count and the actual message send count.
For further assistance, please contact the Technical Support team.