Why isn't my lead getting AI Nurture emails?

Start on the lead's page, in the Searches section. The AI search's status tells you most of the story. Pending means it's still being set up. Paused means something is holding it back. Active means alerts are going out. For custom saved searches, see Why isn't my client getting property alerts?

The AI search says Pending

Cause. The tag was added recently. Its criteria arrive overnight, so the search can sit at Pending for up to 24 hours.

Fix. Wait a day. The status turns Active once the criteria show on the lead's page.

You tagged the lead in your CRM, but nothing shows in Ruuster

Cause. One of these:

• The tag was added less than 24 hours ago.
• The tag in your CRM doesn't match the AI search's tag exactly.
• The lead belongs to another agent, and the tag is for your own AI search. Your own AI searches reach only your leads.

Fix. Wait up to 24 hours. Then, on Templates, click Edit on the AI search and copy the tag with the copy icon. Paste it into your CRM. For another agent's lead, use a brokerage-level AI search or one of theirs.

The AI search says Paused

Cause. A stop tag or an unsubscribe. The lead clicked Unsubscribe, their email bounced, or someone added a tag such as ruuster_sunset. An "Unsubscribed from search alerts" banner names the tag.

Fix. If the lead unsubscribed, leave it. If you paused them and want to resume, remove the stop tag in your CRM. See Stop or pause AI Nurture for a lead.

Cause. Another AI search is already active for this lead. Only one sends at a time, and the others show Paused.

Fix. Remove the tag of the AI search you don't want. The one you keep sends.

You can't apply an AI search to this lead

Cause. The lead has no record in your CRM. Add a search then says "This client isn't connected to your CRM" and shows custom searches only. Bulk apply lists them under Not connected to your CRM.

Fix. Add the lead to your CRM, then apply the search again. See Put leads on AI Nurture.

Cause. You see no AI options anywhere. Your own Ruuster account isn't linked to your CRM.

Fix. Email helpme@ruuster.com and we'll help you get connected.

All Clients says On, but the lead gets nothing

Cause. On in the AI Search column means the lead is on an AI search.

Fix. On All Clients, click Columns and turn on Email status. It shows why emails stopped, such as "Client unsubscribed", "Stopped by agent" or "Invalid email". Then check the lead's Searches section.

It stopped after the lead moved to another agent

Cause. AI searches that belonged to the previous agent end when a lead is reassigned. Brokerage-level searches and the Default search carry on.

Fix. Apply one of the new agent's AI searches, or a brokerage-level one.

It stopped for many leads at once

Cause. The brokerage's CRM connection was deleted on Integrations (Admin), so leads lost their CRM tags.

Fix. Ask your admin to reconnect your CRM. Then email helpme@ruuster.com, and we'll check that those leads are back on their AI searches.

Still not sending

If the status is Active and none of the above fits, email helpme@ruuster.com with the lead's name and the AI search's name. We'll check it for you.

FAQ

Why hasn't my lead received any AI Nurture emails even though they're enrolled?

Check the status first. Once it's Active, alerts go out on that lead's own schedule, which Ruuster sets automatically. Ask the lead to check their spam folder too.

Where can I see which alerts my lead was sent?

On the lead's page, open Sent emails. It lists each email, and you can click a subject to preview it.

Does my lead need a Ruuster account to get the emails?

No. Leads who haven't signed up get AI Nurture emails too.

Why does the status mention that only one dynamic search can be active?

A lead gets alerts from one AI search at a time. If they carry several AI search tags, one is Active and the rest show Paused.

Still need help? Reach out to us at helpme@ruuster.com and we'd be happy to assist!