Product recommendation blocks can appear empty, outdated, or incorrect in automated sends due to data gaps, configuration problems, or sync issues. This article helps you identify the cause and get your recommendations displaying correctly.
Before you start
To follow this article, you need to know how to create a product recommendation and add it to a campaign.
Insert product recommendations as blocks in EasyEditor.
Familiarise yourself with the Insight data requirements for each recommendation type before troubleshooting.
Quick triage checklist
Validate data - confirm all required Insight data, Products, Orders, WebInsight, and Cart,is available.
Run the Insight data checker - use the data checker in the builder to identify schema or SKU issues.
Check the integration sync - ensure Orders, Catalog, and Cart are syncing.
Preview recommendations - refresh the recommendation preview and test with a contact record.
Configure a fallback - add built-in fallbacks, such as Hybrid or Lookalikes, or insert a Best sellers block.
Common issues and fixes
Symptom | Likely cause | Suggested fix |
Block is empty | Missing required data, such as no co-purchase history. | Switch to Best sellers or Hybrid until data matures. |
Preview data looks outdated | Preview not refreshed. | Refresh preview; live sends automatically use current data. |
“Also bought” recommendations irrelevant in bulk sends | Designed for post-purchase triggers. | Use Best next or Hybrid for bulk campaigns. |
Abandoned cart recommendations not showing related items | Wrong recommendation type chosen. | Use Bought together based on latest Carts. |
Fallback strategies
Hybrid: Choose a fallback option in the builder.
Lookalikes: Automatically generates a fallback set based on similar products.
Rule-based types: Add a secondary block, such as Best sellers or Trending, as a backup.