System Deferral Reasons

The System Deferral Reason field helps explain why a Participant Action did not progress normally when Guided Selling evaluated it.

API name: System_Deferral_Reason__c

For current Guided Selling releases, review this field together with the Participant Action Status. In many cases, Status provides the user-facing explanation while System Deferral Reason identifies the underlying processing condition.

Current System Deferral Reasons

The following values are actively used by the current Guided Selling action-processing flow.

WAIT_CRITERIA

The action has criteria that are not currently met and is configured to wait rather than skip.

The Participant Action remains available for later evaluation. Depending on the action type, its Status may indicate that it is pending criteria.

SKIP_CRITERIA

The action has criteria that are not met and is configured to skip when the criteria fail.

The Participant Action is skipped and its Status reports Auto Skipped.

OPT_OUT

The participant is opted out of the communication channel required by the action.

This can apply to:

• Call actions when Do Not Call is enabled
• Email actions when Email Opt Out is enabled
• SMS actions when SMS Opt Out is enabled

The Participant Action is skipped and its Status reports Opt Out.

BUSINESS_HOURS

The action is due, but the current time is outside the delivery window allowed by the action’s Business Timing configuration.

Guided Selling defers the action until the next valid execution time.

EMAIL_LIMIT

The action cannot be sent without exceeding the action owner’s configured Guided Selling daily email limit.

The email is deferred to a later execution date rather than being sent immediately.

OWNED_BY_GS_DELEGATION_USER

The action is assigned to a user who has Guided Selling Delegation permissions only and does not have the permissions required to perform the action.

The Participant Action Status reports Not Actionable.

NYLAS_DISCONNECTED

An Automatic Email action cannot be sent because the action owner’s connected email account is not available.

Guided Selling converts the action to a Manual action so it can be reviewed instead of repeatedly attempting automatic delivery.

BLANK_EMAIL_ADDRESS

An Automatic Email action cannot be sent because the participant does not have a usable email address.

Guided Selling converts the action to a Manual action so the missing participant information can be addressed.

MISSING_PHONE_NUMBER

An Automatic SMS action cannot be sent because the participant does not have a usable phone number.

Guided Selling converts the action to a Manual SMS action so the missing participant information can be addressed.

How to troubleshoot a deferral

Start with the Participant Action Status.

If additional detail is needed, review System Deferral Reason to identify the processing condition that produced the status or delayed the action.

Useful related fields include:

• Status
• Action Status
• Expected Execution Date
• Actual Execution Date
• Action Opt Out
• Sequence Association
• Owner
• Is Converted to Manual Action

For the current Status formula and troubleshooting meaning of each Status value, see Participant Action Status Glossary.

Notes

• A System Deferral Reason does not always indicate a failure.
• Some reasons, such as WAIT_CRITERIA, BUSINESS_HOURS, and EMAIL_LIMIT, delay an action so it can be evaluated or processed later.
• Other reasons, such as SKIP_CRITERIA and OPT_OUT, result in the action being skipped.
• NYLAS_DISCONNECTED, BLANK_EMAIL_ADDRESS, and MISSING_PHONE_NUMBER can convert an Automatic action to Manual so a user can address the blocking condition.