Overview

The MoEngage User Lookup is a diagnostic feature within campaign analytics that provides a transparent view into your push notification delivery. It enables you to investigate a specific user's journey within One-Time and Periodic (child) push campaigns by searching with an identifier like a User ID. The feature returns a detailed, step-by-step timeline, showing precisely if, when, and why a notification was or was not delivered to a user's device.

This guide outlines how to use User Lookup to troubleshoot campaign delivery issues, validate audience targeting, and ensure your campaigns operate as intended.

Use Cases

User Lookup enables you to diagnose and resolve specific delivery scenarios, giving you full confidence in your campaign execution.

• Troubleshoot non-delivery: You can investigate precisely why an individual user did not receive an expected notification. This helps you ensure that critical messages reach key users and allows you to maintain a positive and reliable customer experience.
• Validate audience targeting: You can validate why a specific user was included in a campaign's audience. This helps you confirm that your segmentation logic is accurate, ensuring your budget is spent on the correct audience and that users only receive relevant content.

User Lookup Workflow

This section details how to analyze an individual's journey within a specific push campaign.

Step 1: Initiate a Search

1. On the Campaign analytics and info page of a One-Time or Periodic (child) Push campaign, select the User Lookup tab.
   
2. On the User Lookup tab, enter the user identifier in the search bar. You can query for up to 100 users per workspace.
   
3. Click Find User.
   The system retrieves the interaction data for the specified users.

Step 2: Analyze the User Lookup Results

The system fetches the interaction data, with each row representing a specific user device for the campaign. This summary view includes the following columns:

• ID: The unique identifier for a user as configured by your business (for example, Auto_test_user_01).
• MoEngage ID: The unique ID generated by MoEngage for each user profile. This helps identify users correctly, especially in account merge scenarios.
• Platform: The platform of the user's device (for example, Android, iOS, or Web).
• Start Time: The timestamp of the first recorded event for the user in this campaign.
• Last Updated: The timestamp of the final recorded event for the user in this campaign.
• Latest Step: The name of the final event in the user's journey (for example, Eligibility check, Delivery controls, or Sent).

You can also export the interaction data results by selecting Download CSV file.

Step 3: Analyze the Detailed Delivery Timeline

Click the expand icon next to any row to view the detailed, step-by-step delivery timeline for that specific device. This allows you to understand the user's complete journey and pinpoint the exact reason for their delivery status.

A fully successful campaign journey includes the following key events:

• Eligibility check: "The user was in the target segment and their device was reachable."
• Delivery controls: "The user passed all delivery control checks, including frequency control & campaign control group, etc."
• Sent: "The notification was sent to the push provider (e.g., APNS/FCM)."
• Notification Received: "The user's device received the notification."
• Clicked: "The user clicked the notification."

The scenarios below explain what it means when the timeline stops at a specific event:

Scenario 1: Successful Delivery with Engagement

If a user passes all checks, the timeline shows a successful delivery sequence. For users on multiple platforms, you can see a distinct timeline for each platform.

• Latest Step: Clicked
• Message: "The user clicked the notification."
• Outcome: The campaign was a complete success for this user. The timeline shows all events, confirming the notification was sent, received, and engaged with.

Scenario 2: Successful Delivery without Engagement

This scenario represents a user who received the notification but has not yet (or chose not to) interact with it. The timeline confirms that the notification was successfully delivered to the device.

• Latest Step: Notification Received
• Message: "The user's device received the notification."
• Outcome: The absence of a "Clicked" event indicates the user received the message but has not engaged.

Scenario 3: Sent but Not Received

In this case, our system successfully dispatched the message, but an external service (like Apple's or Google's push notification service) failed to deliver it to the user's device.

• Latest Step: Sent
• Message : "The notification was sent to the push provider (e.g., APNS/FCM)."
• Outcome: The message was sent from MoEngage but was not confirmed as delivered by the external push service (e.g., APNS or FCM). The absence of a "Notification Received" event indicates the user never received the notification.

Scenario 4: Failure to Send

A notification might fail if the APNS/FCM has given a failure response back to MoEngage.

• Latest Step: Sent
• Message: The timeline specifies why the notification failed to send. Common reasons include:
  • Failure: Requested entity was not found
  • Failure: SenderId mismatch
• Result: The notification was not sent because of an error from the sending service. For more information on common push errors and remedies, refer here.

Scenario 5: Dropped During Delivery Controls

A user might be dropped after passing segmentation if they fail one of the delivery control rules.

• Latest Step: Delivery controls
• Message: The timeline specifies why the user was dropped. Common reasons include:
  • User dropped due to campaign control group.
  • User dropped due to Frequency Capping.
  • User dropped due to Do Not Disturb (DND) settings.
• Outcome: The send process is halted, and the notification is not dispatched.

Scenario 6: User Not in Segment

If a user was not part of the campaign's target audience, the timeline will stop at the first check.

• Latest Step: Eligibility check
• Message:  "User was not eligible as they were outside the segment or their device was unreachable."
• Outcome: No further delivery checks are performed. The user was excluded from the campaign because their attributes did not match the segmentation criteria, or their device was not reachable.

Handle Multiple Devices on a Single Platform

If a user has multiple devices on the same platform (for example, two Android phones), the system handles engagement data as follows:

• The delivery timeline for each individual device shows events up to the Sent status.
• Subsequent engagement events like Received and Clicked are clubbed together and displayed at the platform level, as these actions cannot be attributed to a single specific device. For example, if a user with two Android phones clicks the notification, MoEngage records that a click occurred on the Android platform for that user, but cannot determine if it happened on Phone A or Phone B.

FAQs

Next Steps

• Troubleshoot Common Push Errors