Duplicate MQL Alerts to my BDRs

[Anonymous]

I was wondering if anyone has any insights or has experienced this before. Throughout our Smart Campaign that runs our alerts to the BDRs, sometimes it sends duplicate alerts out. This isn't always the case though. Mostly it's correct, but sometimes we get the duplicate alerts sending out.

[Dan_Stevens_]

We'll need to see the details (screenshots) of your smart campaign to diagnose.

[Anonymous]

Smart List:

Flow:

[Anonymous]

The one thing that stands out here to me to troubleshoot is that the smart campaign trigger is set to "greater than". Wouldn't that trigger this campaign if their score changes multiple times when it is above 49? Per Calon's ask, can you go to the marketo lead record of a lead this is happening to and share that activity? If there are multiple score changes that looks like it may be a culprit.

Looking at an individual's activity history will also highlight other potential issues causing this. (FYI to view this activity, click on their name, which was hyperlinked in the last screen shot shared, and then at the top click over to the activity tab).

[Anonymous]

Hi Jason,

Thanks for your thoughts. Here is a lead's history that this duplicate alert is going too. This isn't entire history, but a chunk of it.

[SanfordWhiteman]

Where's the Lead Score log line(s)?

[Anonymous]

Here is logging of lead score. Sorry for different sizes, but trying to copy as much as I could.

[Anonymous]

In addition to Sanford's comment, it looks like other things associated with this lead are happening in batches of threes. The only common thing here is that there was also three actions by the lead (visit website), which was associated with three separate lead score changes.

I think that because this person visited three different web pages, and received a score change for each of those instances, each lead score change triggered your reminder smart campaign independently because all lead score changes were less than 45.

[SanfordWhiteman]

Looks to me like you have a race condition. As Jason highlights above, you're allowing someone to reenter the Trigger campaign when Lead Score changes and exceeds 49. (The Filter you have on the Trigger doesn't prevent reentry under accelerated circumstances.)

[Anonymous]

Thanks Sanford. Can you provide details to this. Sounds like you are on too something and would love to see if I can look into fixing this.

[SanfordWhiteman]

You should think of the steps of Trigger campaigns as running independently, interleaved with the steps of other campaigns.

So it's not just explicit Wait steps that can change the order of operations across different (or the same) leads. A burst of (nearly) simultaneous triggers can also create unexpected order. However, the Lead Score will only have one value at a time, so if you use Data Value Changes (not Score Changes) and constrain New Value/Old Value you should be out of the woods.

[Dan_Stevens_]

That's what I was hoping to glean by looking at the activity logs and campaign results.  But nothing jumped out a me as something that would cause this to trigger consecutively, at the same time.

[Dan_Stevens_]

What about the SCHEDULE tab - can leads qualify for this only once, every time, etc.?

[Anonymous]

That's it's current setup.

[Dan_Stevens_]

Since the activity that triggers this is occurring 3 days prior, please include a detail view of the activity log from Aug. 18.

[Anonymous]

Do you want the activity log of the entire smart campaign from Aug 18th till now? Like from the members tab?

ps: thanks for the help here.

[Dan_Stevens_]

I'm just looking for the activity log for Aug. 18 for any activity that may have triggered this smart campaign.  Similar to what you included in your OP, just for the 18th.  Including the results for Aug. 18 (from the RESULTS tab of the smart campaign) might be helpful as well.

[Anonymous]

OK, here are some results from the 18th. The issue is the Alert Reminder where the duplicate alerts get sent.

[Dan_Stevens_]

Hmm, something's not right here, but I can't seem to pinpoint what's causing this.  Very odd that the same/duplicate alerts are being sent to the same person at the same time.  Might be worth opening a ticket with Support.  And when you do, reference this post in the community.

[Anonymous]

It's really odd. I been struggling to find the issue. I do appreciate you taking a look. Probably will open support case.

[ChristinaZuniga]

I've been experiencing this too, randomly. I haven't had time to track down the cause - if you open that ticket and get it resolved please update the thread !