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M
mainata
Level 2
December 12, 2023
Solved

strange problem with engagement program

  • December 12, 2023
  • 2 replies
  • 4524 views

Hello everyone,


I have a fairly simple engagement program, but it still doesn't work as expected.


There are three streams. An email is sent in the first stream. There are two topics with CTAs in the email. If you click the CTA for topic 1, you will be taken to stream 2 and should receive an email about topic one. If you click the CTA for topic two in the first email, you will be taken to stream three and should receive the email for topic two. If you click on both CTAs you should receive both emails on both topics.

 

Apparently everything works except for one “small thing”. So the first email arrives and when I click on the CTAs, I am pushed accordingly to stream 2 or stream 3. The problem is that the emails are not being sent. As far as I know, if you are pushed in a stream, the email is sent automatically without having to define any extra triggers for it. I've tried various tests, but I can't find the cause. Am I missing something or is the whole thing not as simple as I imagined?

 

 


Any help is welcome!


Thank you in advance for your support!


Best regards
mainata

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Best answer by Darshil_Shah1

Hello! Well, that isn’t a problem/bug- that is how Marketo’s Engagement Program work. The trigger based stream transition rules only pull people into the respective stream. Once added, the person won’t be sent an email until the next cast (as configured for the respective stream). The people added to the stream 2/3 in your case would receive the content during the next cadence. If you want to send an auto-responder kind of email where in people are sent email as soon as they do something, you can setup a trigger smart campaign for it. Do you have more content that you’d be adding to streams? Looking at what you currently have and your requirements regarding sending email as soon as someone clicks the CTA doesn’t appear to be a good use case for an engagement program— you can use the Default program for this. Also, this has been discussed earlier on the Marketing Nation, but sending emails based on a click activity that could likely be from a bot/email scanner isn’t recommended at all! You should send emails based on form fills instead.

2 replies

Darshil_Shah1
Community Advisor and Adobe Champion
Darshil_Shah1Community Advisor and Adobe ChampionAccepted solution
Community Advisor and Adobe Champion
December 12, 2023

Hello! Well, that isn’t a problem/bug- that is how Marketo’s Engagement Program work. The trigger based stream transition rules only pull people into the respective stream. Once added, the person won’t be sent an email until the next cast (as configured for the respective stream). The people added to the stream 2/3 in your case would receive the content during the next cadence. If you want to send an auto-responder kind of email where in people are sent email as soon as they do something, you can setup a trigger smart campaign for it. Do you have more content that you’d be adding to streams? Looking at what you currently have and your requirements regarding sending email as soon as someone clicks the CTA doesn’t appear to be a good use case for an engagement program— you can use the Default program for this. Also, this has been discussed earlier on the Marketing Nation, but sending emails based on a click activity that could likely be from a bot/email scanner isn’t recommended at all! You should send emails based on form fills instead.

    M
    mainataAuthor
    Level 2
    December 12, 2023

    Hi @darshil_shah1,

     

    thanks for your answer! This helps me and I understand where the problem is.

    I have a quick question about what I also find problematic in my scenario. The wish is that if you click on both topics in the first mailing, you will also receive both follow-up emails from stream 2 and 3. But that probably wouldn't be possible because you're either in stream 2 or in stream 3. You can't be in both at the same time, and you can never receive both follow-up mailings, but only one. Maybe you could control this with extra smart campaigns, but basically it's not a good use case for an engagement program, is it?

     

    Thank you very much for your help!

     

    Best regards
    mainata

    Darshil_Shah1
    Community Advisor and Adobe Champion
    Darshil_Shah1Community Advisor and Adobe Champion
    Community Advisor and Adobe Champion
    December 12, 2023

    Well, the person would end up being in the stream for which they qualified at the last (due to the latter activity)! People would be sent the email if they're in the stream during its cadence (of course, they need to be marketable and shouldn't have reached their daily or weekly communication limits, if set). The email won't be sent immediately; it'll be sent only during the respective stream's cast. I would still re-iterate that it may not be a good idea to send emails based on just CTA clicks due to the possibility of false positives (even with the bot filtering turned on).

    Vinay_Kumar
    Community Advisor
    Vinay_KumarCommunity Advisor
    Community Advisor
    December 12, 2023

    I concur with Darshil. If you aim to send emails triggered by CTA clicks, it's advisable to choose the default program and devise a smart campaign to accomplish your goal. 

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