This can't be too hard.
We have a nurture program. It's pretty basic.
Since January we've been adding people to the program through weekly list imports.
Now we need to remove a few thousand people who are no longer customers.
We have a field in our database called Eligibility Indicator. I was thinking to flip that field to N for everyone who's no longer a member (through an import). Then create a smart list of those people who are in the engagement program and who are no longer eligible.
Then I thought it would be easy to pause those people or remove them from the program completely forever.
What's the right way to do it?
Hey Kevin, if you remove people from the program then you will lose reporting metrics from the program based on their interactions. A better option would be to create another stream without any content, and shift them all into that stream. You can also pause their cadence, as a belt & suspenders kind of protection.
The method you've described by creating a smart campaign to make this change is how you'd go about updating everyone.
Thanks for the quick response. I appreciate it.
So a new stream in the same program. Makes sense. How do I shift them?
Sorry but we just haven't been doing much with engagement programs so my experience is minimal.
You use this flow step once you've identified your users in a smart list.
I created a program in my Nurture folder and called it disenrolled. And set up a smart list there.
Next I created a new stream in my engagement program - it's the 4th stream. Called it Disenrolled.
Clicked Transition Rules in that new stream and found where I can do what you specified above.
What's going to be trigger ... or should I not be doing this under Transition Rules?
Hey Kevin, if you want this to be a batch process you're probably better off doing it as a single smart campaign. If you want it to happen anytime this field is changed for a person, then you should set it up as a transition rule.
Transition rules work to pull people in, so you will want the rule in the stream for disenrolled. Using the transition rules you'd want a Data Value Changes trigger in the smart list.
If you're doing a single smart campaign that you will use to batch people in, then you want a smart list of [your criteria] and the flow step to change program stream that I mentioned before.
Hope this helps.