What happens to exhausted leads when new content is added? | Community
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A
Anonymous
October 31, 2016
Question

What happens to exhausted leads when new content is added?

  • October 31, 2016
  • 1 reply
  • 10854 views

Hi everyone,

I'm trying to figure out best practices for managing my exhausted leads.

In my engagement program, I have stream 1 set up. When the leads go through all content, they become exhausted. But what happens if I add more content to the stream? Do they get sent the new content during the next cast? Does it matter the order of the new content?

The reason is: I would like to keep adding content to my stream 1 without having to move exhausted leads away from the stream until they have progressed to my next stream via transition rules. I would like them to continually receive content in stream 1 as I continue to add it.

One more question -

If I have a lead who is on their fourth email cast and I add a piece to the top (1st cast) - when the lead finishes the stream towards the bottom cast, would they loop back to the top to receive the new piece of content that they missed? Or would they become exhausted and never see the new piece I added?

Thanks for your help!

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1 reply

Josh_Hill13
Josh_Hill13
Level 10
October 31, 2016

Hi Tori,

Much of this is documented on docs.marketo.com. There are a few catches though:

  • Leads go through the Stream from top to Bottom.
  • Content at the Top takes priority over content at the bottom.
  • Exhausted leads receive ANY new content from Top to Bottom. So if you add content at the last Position, then they get that. If you add it at Position 2, they get that at the next Cast first, before Position 2+X.
  • If you add new content at Position 1, it trumps all other content for the next Cast for all Leads in the Stream. So all leads get the new Position 1. I've used this effectively, but keep in mind you may actually want to put new content in lower positions to avoid sending 100k at once. Depends.
  • There is no reason to move Exhausted Leads unless you want to. But a Lead can only be in ONE stream at a time. So they cannot receive 2 streams of content. You could move Leads to a new Engagement, but that seems like extra work. From your question, I'm not sure what you are attempting with Stream 2, but I'd suggest adding new content to Stream 1.
  • The only real reasons to move Streams are 1) Cadence change or 2) Content Change. I have streams with the SAME content that go to different people based on their Stage and the Streams have different Cadences.
A
AutumnMa1
Level 3
February 10, 2017

@Josh Hill​, if you do add content/program to a/the top position, but you don't want anyone below it to go there in the next cast, can you run a campaign to make everyone below a member of that top program? then everyone would remain in the same place for the next cast, right?

Josh_Hill13
Josh_Hill13
Level 10
February 10, 2017

No, that level of control isn't possible.

Perhaps you could try a child Program and have some filters in the Choice Step to exclude people previously in the Stream. Not quite sure how to best identify though.

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