Why isn't my client getting property alerts?

Start on the client's page: Searches shows whether each custom search has alerts on, and Sent emails shows what actually went out. Most missing alerts come from no active search, an unsubscribe, a bounced address or no new matches. For a lead on AI Nurture, see Why isn't my lead getting AI Nurture emails? instead.

The client has no search with alerts on

Cause Alerts come only from a search attached to the client with a send frequency. A search set to No update sends nothing, and its Client alerts line reads Off.

Fix

1. Open the client's page from All Clients.
2. In Searches, read the Client alerts line under each custom search.
3. If it reads Off, click the search and choose a Send frequency and Send method.
4. Click Save changes.

If the section says No searches applied yet., add a search for the client.

The client unsubscribed

Cause When a client clicks Unsubscribe in an alert, Ruuster turns off email on their custom searches. Each search's Client alerts line drops Email or reads Off. On All Clients, the Email status column (turn it on from Columns) reads Client unsubscribed. With a connected CRM, Searches also shows Unsubscribed from search alerts and the CRM tag.

Fix Check with the client first. If they want alerts again:

1. On the client's page, click a search in Searches.
2. Choose a Send frequency and turn on Email under Send method.
3. Click Save changes, then repeat for their other searches.

Alerts bounce or the email shows as invalid

Cause When an alert bounces, is dropped or is reported as spam, Ruuster stops emailing that address and turns Email off on the client's searches. The Email status column then reads Undeliverable or Auto-unsubscribed. Invalid email comes from a tag someone added in your CRM.

Fix

1. On All Clients, click Columns and turn on Email status.
2. Ask the client for a working address. They can change it in their account settings.
3. Edit each of their searches to turn Email back on, then click Save changes.

If the status came from a CRM tag, remove the tag there once the address is fixed.

Alerts went out but the client can't find them

Cause The email reached their mail provider but landed in spam, a promotions tab, a filtered folder or another inbox.

Fix

1. On the client's page, find the alert under Sent emails.
2. Click its subject and check Status. Delivered means their mail server accepted it.
3. Ask the client to search their mail for savedsearches@ruuster.com and add it to their contacts.

An empty Sent emails list means no alert has gone out yet.

Nothing new matches the search

Cause Alerts go out only when new or updated listings match. A small drawn area with tight filters can go a long time without a match.

Fix

1. On the client's page, open the search's Search actions menu and click View results.
2. If few or no homes show, click the search to open Edit search.
3. Click the pen next to Filters and widen the area or filters on the map.
4. Click Save.

For more on the edit window, see Edit a saved search.

The initial alert never arrived

Cause The initial alert is a one-time email that typically arrives within 15 to 30 minutes. On an existing search, it sends only after you change the area or filters on the map. If nothing matches, there's nothing to send.

Fix Wait 30 minutes, then check Sent emails on the client's page. To send current matches again, follow Send an initial alert with a search.

Some text alerts don't arrive

Cause Text alerts need a client with an account and a phone number, so leads who haven't signed up get email only. Carriers and consent rules can also block automated texts.

Fix Keep Email on alongside SMS in the search's Send method, so the client still hears about every match.

A team member gets alerts nobody set up

Cause A team member who is also a contact in your connected CRM can be treated as a lead. A search or AI Nurture can then reach them.

Fix Find them on All Clients, open their page and delete the search from Searches. For AI Nurture, see Stop or pause AI Nurture for a lead.

FAQ

Is there a log of the alert emails my client was sent?

Yes. Sent emails on the client's page lists every alert with its subject, the search it came from, and Opens and Clicks.

Does unsubscribing from Ruuster alerts also stop emails from my CRM?

No. It only affects the property alerts Ruuster sends.

Can my client turn alerts back on by themselves?

Yes. In the app, they can edit the search under their saved searches and turn Email back on.

Why does my client get alerts but not every new listing?

Each alert shows up to four homes, and See latest search results opens the rest. See What's in a property alert email.

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