Lead/Person Fails to Trigger Smart Campaign Located in a Specific Workspace

[#1]

Issue

A lead/person completes an action that should trigger a Smart Campaign located in a Workspace, but the campaign does not trigger.

Solution

If you have Workspaces and Partitions set up on your instance, some leads may not be available to some campaigns, due to workspace and partition restrictions. When a workspace only has access to certain lead partitions, leads in other partitions are unable to trigger campaigns in that workspace. So if Workspace 1 has access to Partitions A and B, leads in Partition C cannot be included in any campaigns for Workspace 1.

To resolve this issue, you would need to change the restrictions that are preventing the leads from being able to trigger campaigns in a particular workspace. These can be changed by going to Admin > Workspaces & Partitions > Edit Workspace (with the appropriate workspace selected).

Whether it makes sense to make this change should be reviewed first.   Often workspaces are setup to be specific to regions, so check whether it makes sense from a business point of view for leads in a partition to qualify for campaigns in a certain workspace.   It may not be desired, and instead it should be checked whether the lead should be in fact in a different partition.

Who This Solution Applies To

Customers who have Workspaces & Partitions set up in their instance.