OnVoard Contact is off in Sync

Check this first. It's the usual cause. Open the campaign and go to Sync. Look at OnVoard Contact. Off means the response still saves, and you'll find it in the campaign's responses. What doesn't happen is a contact.

No contact means no contact activities. A workflow or segment that depends on one never fires. Turn the switch on, and new responses create or update a contact again. See Sync Campaign Response with OnVoard Contact for how to map fields once it's on.

 

No email in the response

A contact needs an email address to be created from. If nothing on your form maps to an email field, or the shopper left it blank, there's nothing to build a contact with, even with OnVoard Contact turned on. Check that your form has an email field and that it's mapped under Sync > OnVoard Contact.

 

The response was flagged as spam

We check every submission for spam automatically. One we suspect is spam is held back rather than turned into a contact. You can still find it in the campaign's responses with the Spam bucket filter, and restoring it from there creates the contact the same way a clean response would.