Before you start
To learn more about performance alerts and how to enable them, see Set up performance alerts.
When you receive a performance alert email notification, there are a number of things you can check to help rectify any potential issues we’ve identified in your account. Each metric that you can be alerted to has specific configurations you should review.
Alert metrics
Email sends - total, cart, browse, and product
What is measured
The number of triggered messages sent from Personalization during the analysis window — for example abandoned cart, abandoned browse, price drop, or back‑in‑stock emails.
Why a change might occur
Trigger programs have been recently paused or disabled.
Rules or segmentation conditions have changed.
A change you’ve made to your website which is causing issues with capture.
For example, site updates could have stopped Personalization from capturing cart or browse events that feed those triggers.Trigger programs have been recently edited by your team.
What to check
Check that your Triggers are set up and your programs aren’t unexpectedly paused.
If programs are paused intentionally, you can safely ignore the alert.Review the Triggers sent and Browse and Cart abandonment reports to check that events are still firing.
Open your website and check that the Personalization script is present on browse and cart pages using the Site info bar. If the script is missing, you must re‑add it.
Abandoned value
What is measured
Total potential revenue captured from identified or anonymous customers who added items to their cart but didn’t purchase.
Why a change might occur
Cart page tracking has stopped and we can no longer detect abandoned carts.
Cart URL or page markup has changed.
Product data feed has failed so we’re unable to link items to value.
Lower site traffic or seasonal changes.
What to check
Verify that the script fires correctly on the cart page using the Site info bar.
Check with your web team that no data layers have been removed, or other structural changes made that could affect tracking.
If you’re using an ecommerce integration, check this is still correctly connected and passing data to Personalization.
Review your recent site code changes: did element IDs or classes change?
Check the product feed in Personalization is updating successfully.
To access, select the Account menu icon and go to Settings > Imports > Product import jobs.If traffic itself is down, confirm through Google Analytics or other web analytics tools.
Purchased value
What is measured
The total value of purchases Personalization has tracked based on checkout completion events.
Why a change might occur
Purchase‑complete page image or tag has been removed or blocked.
Checkout template has changed and no longer calls the Personalization tracking snippet.
Personalization script disabled by cookie manager or browser privacy change.
Drop in site orders not related to Personalization tracking.
What to check
Load your checkout Thank you page and confirm Personalization tracking appears in network requests.
Check whether your purchase complete URL has changed. If so, this needs to be updated in the tracking script.
Check that the purchase complete image is still embedded correctly.
If you deployed a new checkout system, confirm that the script was carried across.
Compare total orders to Personalization purchases — if orders are normal but Personalization purchases are low, it’s a tracking problem.
Recovered value
What is measured
Revenue recovered through triggered programmes, for example, abandoned cart emails that resulted in a purchase.
Why a change might occur
Triggered emails not sending or landing in spam.
Attribution window changed or shortened.
Purchase attribution tags not firing correctly.
Customers no longer clicking or converting from these emails.
What to check
Ensure your abandoned cart and trigger programmes are active.
Check recent deliverability and open statistics in Dotdigital Marketing your email messaging platform.
Confirm that the tracking cookies is working as expected, meaning purchase confirmations link back to an identified Personalization visitor.
If your attribution model has changed, contact Support to discuss.
Changes to your Attribution model require Support assistance, and the team outline how this can impact recoveries prior to making any change.
Page views
What is measured
Total number of page views captured by the tracking script.
Why a change might occur
Personalization script has been removed or is no longer working on your site.
Tag manager rule has been turned off.
New privacy or cookie‑consent setting is preventing script load.
Natural traffic decline.
What to check
Open your website and check your browser console for Personalization network calls.
Verify the script is active through your tag manager.
Review any consent manager updates to check whether new privacy controls have blocked tags.
Compare your website traffic with external analytics (Google Analytics).
SmartBlock impressions - web and email
What is measured
How often your personalised content blocks appeared on web pages or in emails.
Why a change might occur
SmartBlocks have been disabled or removed from page templates.
Scripts are not firing to request content.
Email templates have changed and no longer call Personalization SmartBlocks.
Seasonal lull in sends.
What to check
Confirm that your SmartBlocks are active and correctly configured.
Reload web pages and verify that SmartBlocks display correctly.
Review your email templates to check that the SmartBlocks are still present.
If multiple metrics—for example, SmartBlock impressions and page views and email sends—all drop together, check general script integrity.
General checklist
Confirm that the Personalization script is installed and firing on all key pages.
Verify that trigger programs are active and not unexpectedly paused.
Check that your Personalization content is set up and active.
Check your website for changes any data feeds for any errors.
If you’ve checked everything and are still concerned at the change in performance, contact your Personalization Customer Success representative or our Support team.