Help with program/smart campaign - some leads went through flow twice

[Mikes_Jones]

A little puzzled.

We sent out an an email to over 10,000 leads yesterday via smart campaign tied to a program (which is tied to a SFDC campaign).

The smart campaign was scheduled to reoccur today, and it was supposed to affect around 26 leads, which seemed fine - as there were about 26 new leads added to the Salesforce campaign. However, when the email finally went out it was sent to 26 internal employees, however, these 26 employees already got the email yesterday. Additionally, the new leads that were supposed to get the email did not.

Now, I have the smart campaign set up so that each lead can only run through the flow once, so I have no idea why a small handful of leads went through it twice.

Can anyone provide some insight as to why this could have happened?

[Kenny_Elkington]

I would guess that you have duplicate records for those internal employees.  They weren't included in the previous day's send because Marketo dedupe on email address internally to each Send Email flow step in a batch campaign, so the dupes weren't sent it yesterday, but were today on the subsequent run, since there weren't any other duplicates included in the run.

[Mikes_Jones]

Compared to the above screenshot, does this look more accurate to what I'm trying to accomplish? I want to send this email to anyone who has NOT received the emails listed in filter 4.

[Dory_Viscoglio]

Yes, that's the filter you want to use. Also, the program status of "Sent" won't impact anything.

[Mikes_Jones]

Okay - thanks!

So, when I go to schedule the smart campaign it says I have only 2 qualified leads and 310 blocked leads.

However, when I click on the "2 qualified leads" I see a whole lot more. I cross-checked the names with the list of 310 blocked leads and there are no matches .... could this be a glitch?

[Dory_Viscoglio]

Can you try refreshing your browser? There shouldn't be any overlap in the blocked people and the people who should be affected -- this is correct. But when you see more people in the qualified leads than the "set to affect" number, it might just need a refresh. Also, you should check that your rules either allow or prevent flowing through multiple times, as this could have an impact on those numbers.

[Mikes_Jones]

Do you think it could have something to do with the fact that most of the people are actually contacts and not leads? Its says 2 LEADS to be affected, but when clicking through you see many more than just 2. Even so, at the bottom right corner it says "2 leads", which I guess could be accurate if we consider the rest are really contacts.

EDIT: Nope, that's not it.

[Dory_Viscoglio]

Hmm. At this point I'd probably contact support to ask them what the story is. When the qualified leads view shows significantly more people than the "set to affect" number, I get a little nervous since you don't know how many people will be impacted by the campaign if you actually run it. Good luck!

[Alex_Stanton1]

That is a glitch I have encountered a few times, especially once I changed the smart list a few times. Maybe a cache issue? I would contact support to see if there is anything they can do. 

[Mikes_Jones]

Contacted support - can confirm it was a glitch. Thanks everyone!

[Mikes_Jones]

Each lead can only run through once. I spot checked about a dozen or so leads under the "qualified list" and none of them have run through the flow, however - after many attempts at refreshing - it still only says 2 leads will be affected.

[Mikes_Jones]

Another thing I have to add, is by default everyone's member status is "sent' because of some hiccups in the process. Will this affect Marketo's decision to send an email out if a member is in a program as "sent" but has not actually received the email?

[Mikes_Jones]

I think the big confusion is around the "was delivered email" filter. I was trying to filter OUT anyone who had received those emails, however I'm not sure if I did that correctly. The "is not" can sometimes be tricky. Can you confirm based on my above screenshot if I am indeed trying to not include anyone who received those specific emails, or did I do that incorrectly?

[Dory_Viscoglio]

Hey Malik, above you are saying "Was delivered any email except Brand Announcement". You want to use the filter "Not was delivered email" if you want to filter out anyone who received the email already.

[Anonymous]

Can you send the Smart list?  Not sure why this is the case.

[Mikes_Jones]

Here you go.

Ignore the red squiggly line, it was because I just recreated the smart campaign as I was fiddling with it. But with this setup, I have 0 leads expected to be affected, when it should really be about 100 or so at this point (added this morning). I spot checked the leads that were added to the program, and they have not run through the flow yet and for some reason aren't expected to with this set up.