Why Aren’t My Audio Messages Playing?
Check the message, Campaign, device assignment, and playback History to find the problem.
If you created an audio message but do not hear it, check these five things.
1. Is the message in a Campaign rule?
Creating a message does not make it play automatically. Open Messages > Campaigns and make sure the correct message is included in a Campaign rule.
2. Are the rule settings correct?
Check how often the message should play and the days, times, or date range when the rule is active.
3. Is the Campaign assigned to the correct place?
Edit the Campaign and confirm the correct Location or Device is selected. You can also check the device under Locations > Devices > Playlist Management.
4. Does the device have music assigned?
The device must already have a Playlist or Schedule assigned before a Campaign can be added.
5. Check History
Open History to see what played, when, and where. This can help confirm whether the message or Campaign played on the expected device or location.
If everything looks correct and the message still is not playing, contact Custom Channels Support.
Want a guided walkthrough? If you are already signed in, launch the Set Up Audio Messaging guide.