Best Practice for Changing Engagement Programs & Tracking | Community
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Ben_Cooper
Ben_Cooper
Level 2
March 22, 2018
Question

Best Practice for Changing Engagement Programs & Tracking

  • March 22, 2018
  • 2 replies
  • 3815 views

I am building out three engagement programs according to our lifecycle for current customers. When a customer has hit the success metric in one engagement program, the customer needs to be moved over into another engagement program. Right now I have the following in a Smart Campaign to do this:

  1. Smart List = Data Value Changes (to certain threshold)
  2. Flow
    1. Change Program Status = New Status (new status is marked as success in the channel tag)
    2. Change Program Engagement Cadence = New Engagement Program

Is this the right way to move the customer into a new engagement program from another one? There isn't any reason for the user to go back into the older engagement program, so we don't need to pause them, basically get them out and into the new one.

I have also created a Person Report with different Smart Campaigns to change the data value of a customized field I built. Here is what it currently looks like when a customer changes engagement programs and we want to report that:

  1. Smart List = Engagement Program Changes (value = new campaign)
  2. Flow = Change Data Value Attribute to Attribute (custom field) and New Value to New program (channel I named)

Is it best to use Change Engagement Program Cadence or Added to Engagement Program to change the data value in the Smart Campaigns?

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2 replies

Grégoire_Miche2
Grégoire_Miche2
Level 10
March 23, 2018

Use the "add to engagement program" to add people to an new EP  or "Change Engagement program stream" to move them from one stream to another within the same EP.

The "Change Program Engagement Cadence" should be set to "Paused", not "New Engagement Program".

Use the program statuses. YOu will need to have a "Paused" or "Moved Out" status in your EP channel.

-Greg

    Kayleen_scott
    Kayleen_scott
    Level 2
    September 11, 2018

    Hi Greg,

    What program statuses do you recommend for the EP channel? Here are some I've seen from the discussion boards:

    Member

    In Nurture

    Engaged Succees

    Paused

    Moved Out

    When you change the engagement cadence to "Paused" you set the program status to "Paused" -- when the lead resumes you change the engagement cadence to "Normal" and the program status to what?

    J_Grant_Gray
    J_Grant_Gray
    Level 3
    September 14, 2018

    Nice, I'm creating the same thing multiple EN for the different stages.

    I'm using an empty Stream labeled "Exit" to put people in once they move out of the Engagement Nurture in order to keep the data of their journey as well to not have to worry when we add new content to the stream all the exhausted successful people will get an email.

    for my flow i'm using 5 steps

    1. change engagement stream to new stream: exit

    2. change program status: Success

    3. change program Success: true

    4. add to engagement program: next nurture stream 1

    5. change revenue stage: (creating to see flow rate and reporting of cohorts as these are customers)

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