Triggers not being sent?

Hello, anyone else having an issue with triggers-templates not being sent? Ever since we went into DSL I've had some issues where for some reason my automated messages are often not sent.

We're not aware of any large-scale cause for this, but, there are a great many possible reasons in specific individual cases, some of which are not obvious.  Please write in to the Helpdesk with specific examples, booking numbers, triggers, and if possible screenshots, and we'll get to the bottom of it with you.

Will do tomorrow. I'm changing the settings from: do not retry, to setting a cutoff time many hours after the case. Think that will help?

I tend to think not, but really I'd need to look at the specific case to know for sure.

I sent over 8 examples of triggers not being sent. 

In the past 2 days I had close to 10 more triggers that failed to send.

Support has been extremely unhelpful (I got one email 3 days ago and haven't heard back in over 48 hours).

This is not acceptable.

I do see the ticket you sent in, and it's under investigation.  Unfortunately we are not presently able to answer as quickly as we'd like, which is why we are adding to our support team - I actually participated in interviews today.  It may take a few more days, as discerning exactly why a trigger wasn't fired when expected can require digging through the logs, but this type of question is fairly common and a solid answer will be found.

We are also seeing Airbnb triggers like check in and check out instructions not being sent. Direct and Vrbo work fine. The triggers in our messaging where the time has come and gone are showing a “Can’t run yet” and show a reason of “This booking does not have a Airbnb message thread.”. Sending the message manually does seem to work fine. 

That's what I've been doing too, but it's excruciating because some randomly do get sent and some others don't and now I have to be figuring things out.

25+ triggers missed so far.

I've seen some of these ticket reports, and for at least certain situation, the message-thread warning is in error - we're looking into what's causing that.  The actual cuase in those cases is that the trigger criteria were not met at the time the trigger was scheduled to occur, so the message was not sent.

I just noticed this today. I have a guest currently staying (booked via Airbnb) and my day-after check-in message didn't run. The message to be sent tomorrow with check-out instructions also shows as "Can't run yet." Both show the same error: "This booking does not have a Airbnb message thread.” The messages to this guest that were scheduled for yesterday and the day before were sent just fine.

Please write in to the Helpdesk with specific details, booking numbers, and screenshots, so we can investigate.

They said "the engineers were looking at it"