Read the contacts queue
The Contacts Queue panel is the live view of your automation: who arrived, how far through the sequence they are, and who has stopped receiving email. This page explains every column and status, and shows how to take somebody out.
This is part of Trustaroo Premium. Upgrade from Account and billing in the app to switch it on.
Opening the queue
Open the Automation page and select the Contacts Queue panel. Until something is connected you will see "No contacts in the automation queue yet." Contacts only appear once a system posts them in through the inbound webhook.
The table is paginated, and you can change how many rows to show at a time. Select the Email, Name, Status or Entered At header to sort by that column.
The columns
| Column | What it tells you |
|---|---|
| The address the review requests are sent to. | |
| Name | The name that came in with the contact, used for the greeting in your emails. Blank if the sending system did not supply one. |
| Status | Where the contact is in the sequence. See below. |
| Current Step | The step this contact is waiting for, counting from 1. |
| Entered At | When the contact was added. Step 1 counts its delay from this moment. |
| Actions | The remove button. |
Current Step is the next email due, not the last one sent. A brand new contact shows Step 1 because that is what is waiting to go out. Once step 1 has been sent it shows Step 2.
Because the number is the step being waited for, a contact who has received all of a three-step sequence can show Step 4. That is normal and means there is nothing left to send.
The four statuses
Pending. The contact is in the queue and nothing has been sent yet. They stay Pending until the delay on step 1 has passed and the next processing run picks them up.
In Progress. At least one email has been sent and at least one step remains.
Completed. Every step in the sequence has been sent. Trustaroo will not email this contact again.
Unsubscribed. No further email is sent. This is set automatically the moment the contact leaves a review through their personal link, which is the normal way a sequence ends early. See Unsubscribes and consent.
A healthy queue after a few weeks has a mix: a handful of Pending, some In Progress, a growing group of Unsubscribed as customers actually review you, and some Completed who never responded.
Removing a contact
- Select the Contacts Queue panel.
- Find the row for the contact.
- Select the remove button in the Actions column.
- Confirm in the Delete contact dialog.
The contact is deleted from the queue and receives nothing further. Removal is the right response to a customer who asks you directly to stop emailing them.
An Unsubscribed contact stays visible in the table, so you can still see that they reviewed you. A removed contact is gone. Because Trustaroo will not add the same email address twice while it is in the queue, removing somebody also means a future request for that address can start a fresh sequence, so do not use removal as a way to tidy up people who asked you to stop.
Reading the queue as a check
The queue is the fastest way to tell where a problem is.
- Queue empty after connecting something? The requests are not arriving. Check the secret and that automation is enabled, then see Emails not arriving.
- Everyone stuck on Pending? Contacts are arriving but nothing is being sent. Confirm your sequence has at least one step and that the delay on step 1 has actually passed.
- Nobody ever reaching Unsubscribed? People are receiving email but not rating you. Look at your wording and your timing rather than your setup.