Why was my campaign not sent to all the contacts listed in a shared group?

One reason your campaign was not sent to some contacts in a shared group could be because those contacts have opted out at a client level or company level (i.e. a level higher than your individual user account).

When a contact opts out at a client level or company level, their opt out status may not be immediately visible to all the users that the group has been shared with. Their opt out status will only become visible when the owner of the contact adds them to a campaign.

For example, consider the situation below:

• User 1 and User 2 are both from the company "ABC".
• User 1 has the contact example@gmail.com in their account. A campaign was sent to this contact by User 1, and the contact has chosen to opt out of all senders at ABC by clicking on the unsubscribe link in the campaign.
• User 1 has not tried to send any more campaigns to the contact example@gmail.com since the contact opted out so the opt out status of example@gmail.com is not visible to User 1.
• User 1 shares a group with User 2 which contains the contact example@gmail.com.
• User 2 sends a campaign to the shared group. The campaign will not be sent to the contact example@gmail.com, as they have opted out of all senders at ABC. User 2 cannot see that the contact example@gmail.com has opted out however, as User 1 has not tried to send a campaign to them since they opted out.
• When the owner of the shared group (User 1) adds example@gmail.com to a campaign, the contact will be shown as opted out in User 1's account and any other accounts the group is shared with.