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Mikes_Jones
Mikes_Jones
Level 7
November 19, 2015
Question

Engagement Program Sending Same Content Out Twice

  • November 19, 2015
  • 2 replies
  • 5069 views

So I'm kind of stumped right now.

We just had an email from an Engagement Program go out. However, instead of moving onto the next email in the stream, it jumped back to the beginning and sent the first email out again.

I thought Engagement Programs prevented content from being sent out twice? Also, why would the stream jump from the next email back to the top?

The emails are nested under a program, with a smart campaign called "add to engagement" which has a flow to send out the particular email. Is it possible that the smart campaign over-rode the engagement program? Even so, the smart campaign flow is set so each lead can only run through it once.

Just trying to get some help here - super confused and a little worried too, as the first email is an "introductory" email and now it seems like 7,000 plus leads just got sent the intro email again after already being 8 emails deep into our nurture campaign.

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2 replies

Grégoire_Miche2
Grégoire_Miche2
Level 10
November 19, 2015

Hi Malik,

The way Marketo knows that it has sent a email within a program is not by the email itself but through program membership.

So your "add to engagement" smart campaign should add the leads to the program.

BTW "add to engagement" is a little confusing to me. I would rather called thsi SC "send nurturing email"

-Greg

Mikes_Jones
Mikes_JonesAuthor
Level 7
November 19, 2015

Thanks, still not sure why the email was sent out twice though. I thought engagement programs were built in a way so that the same email can't be sent to a lead more than once.

Additionally, I don't understand why some leads moved from email 8 to 9, while some leads went from email 8 to 1.

Grégoire_Miche2
Grégoire_Miche2
Level 10
November 19, 2015

Emails will be sent only once if they are directly inserting them in the streams. Of you insert programs in the stream, this control is done based on program membership.

For the second point are you sure that no one has changed the content order ?

-Greg

Mikes_Jones
Mikes_JonesAuthor
Level 7
November 19, 2015

When you say Program Membership, are you talking about the leads that show up under "results" in the smart campaign (which is nested under a program).

None of the individual programs themselves have any "members" listed.

And yes, the order was not changed.

Grégoire_Miche2
Grégoire_Miche2
Level 10
November 19, 2015

Hi again Malik,

No, I am talking about being a member of the PROGRAM, not a member of the smart campaign.

See Dan's screen shot above to see how to make this happens in the smart campaign that send the email.

-Greg

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