Viewing and Clearing the CRM Hold Queue — FAQ (Internal — iCampaign)

When a client reaches the subscriber limit on their plan, the subscribers their CRM sends are not rejected — they are parked in a waiting queue until the plan has room again. Until now that queue was invisible, so nobody outside engineering could tell what the CRM had sent, whether it was still waiting, or why an expected batch never arrived.
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Dazos Admin now has a support screen that shows that queue for any client instance and lets you clear it so the client can send a corrected batch.
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You'll need:

Access requirements: This screen is internal only. Clients never see it and cannot reach it from their own iCampaign instance. A Dazos Admin user without administrator rights gets an access-denied error on every part of the screen, and the menu entry does not appear for them at all.
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⚠️ If CRM Hold Queue is not in your menu under Plans Management, your account does not have internal support access. Ask a super administrator to grant it, or contact the engineering team.
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From Dazos Admin, navigate to Plans Management → CRM Hold Queue.

The screen opens with no instance selected. Pick the client instance from the Instance dropdown at the top left. The list, the counters, and the history below all refresh for the instance you choose. Switching instance reloads the screen.
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Only instances whose database has finished being set up appear in the dropdown. A client still being provisioned has no queue to show yet.
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Three counters at the top right tell you the shape of the whole queue for that instance:

Each row in the list is one subscriber the CRM sent:

Important: The list starts filtered to Pending and Failed, because those are the entries still in the queue. A processed entry is no longer waiting for anything.
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To see processed entries, add Processed to the State filter. The counters at the top always cover the whole instance, so they will not match the number of rows shown.
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You may see a Reason of "Not recorded (instance not yet migrated)." That means the entry failed on an instance that has not yet received the update that stores failure reasons. Newly failed entries on that instance will show a reason once it has been updated.
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Use the search boxes in the row directly under the column headings:

You can also sort by any column heading, including Reason.
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💡 Tip: Whatever the list is filtered to is also what a clear will act on. Search first, confirm the list shows only the entries you mean, then clear.
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Clearing removes the queued entries so the client can send a fresh batch.

After confirming you get a message saying how many entries were actually removed, the counters update, and the list shows the queue as empty.
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⚠️ Important: Only Pending and Failed entries are ever removed. Processed entries stay, and the subscribers they already created in iCampaign are never touched. If your State filter is set to Processed only, the dialog tells you there is nothing to remove rather than clearing anything.
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The button is disabled when there is nothing pending or failed to remove.
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Every clear is recorded. The Recent clear actions panel below the list shows the last ten for the instance you are viewing:

The record is kept in the Dazos Admin database, so it survives whatever happens to the client's own data afterwards. A clear that removed nothing leaves no record — there was no action to record.
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For privacy, the record notes that an email or phone search was used, but never what was typed into it.
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Why entries end up here: iCampaign checks the client's plan before creating a subscriber the CRM has sent. If the plan is already at its subscriber limit, the subscriber is parked in this queue as Pending rather than being thrown away.
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How entries leave on their own: A scheduled process runs about once a minute. It retries the pending entries; once the plan has room, each one becomes a real subscriber and its state changes to Processed. If creating the subscriber fails, the entry becomes Failed and the error is stored in the Reason column.
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Why a number can change while you are looking at it: Because that process keeps running while you use the screen, an entry can move from Pending to Processed between the moment the dialog counts and the moment you confirm. This is normal and safe: the confirmation message reports what was actually removed, which may be fewer than the dialog offered. Nothing that became a subscriber is ever deleted.
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If you run into issues: