Decision Logs

In Decision Logs it is visible why Engage included or excluded a Contact from a Send. It provides more detailed logging of the exclusion/inclusion decisions made during the previewing of sends within Engage. Contact-key specific details are available here.

To access the Decision log;

1. Go to a Send that you want to check
2. Click Preview Send
3. Go to Decision Log tab

Users can toggle between these runs using a timestamped dropdown menu depending on which calculation (manual recalculation and daily automation are both included) they want to see the decision making results. 

The interface supports filtering by outcomes (all/included/excluded) and searching by specific contact keys to troubleshoot manual additions or unexpected removals.

Note: Engage saves decision data for every recalculation run and retains it for 14 days. 

Clicking a Contact key reveals a detailed breakdown of the decision, including:

• Outcome Summary: The specific rule applied, channel, and planned send date.
• Competing Sends: Future or current Sends that took precedence over the current one due to higher priority levels.

Note: There might be a case where an exclusion may occur without any Competing Sends being displayed, which happens when a zero send rule is applied to a category under which the contact key falls. In this scenario, any communication to the contact key is blocked regardless of competing sends, providing an explanation for the exclusion

• Past Events: Historical communications that triggered saturation limits. The look-back window for these events is determined by the time limit of the active rule.

Decision Logs are generated for current and future-dated Sends; they do not retroactively log past sends. Additionally, if saturation control is disabled or "count sends towards limit" is active, exclusions will not appear in the log.