Leads Going To Sales, Contact Claims They Never Filled Out Form

[Anonymous]

Several times, we've sent a lead to a rep, the rep calls to follow up and the contact "lead" claims they never filled out a form to be contacted. Here's an example of the smart list.

The Flow step is to send the collected form data to the account owner.

Has anyone else run into this issue? How did you resolve it?

[Anonymous]

Is your smart list set to "All" "Any" or "Advanced" for the criteria? If it's any they may be sent that email and clicked on it.

[Anonymous]

Thanks Christa. It's set to "All"

[Edward_Unthank_]

The answer is in the lead's Activity Log. If you scour through the there, you'll see the system trigger that made it happen. It might be some reason that's totally unrelated to this, some smart campaign or flow step elsewhere that you didn't expect.

(Multiple triggers are always "Any," so if someone clicked that link, the flow steps will happen without their necessarily having had to fill out the form.)

Edward Unthank | Founder, Etumos

[Anonymous]

Thanks Edward. It's set to use "All" filters. Are you saying it will default to "Any" regardless of this?

[Caryl_Mostacho · Accepted solution]

Hi Larissa Postell​

Triggers are considered "Any"

So in this situation  If the lead clicks a link in the email OR if they fill out the form they'll qualify for this campaign.

I think you should probably keep the trigger Fills Out Form and then consider using the filter for clicks link in email (instead of the trigger).

Is it important for your flow step to know that this person also clicked a link in a  particular email? If not then you can remove this trigger as well

[Anonymous]

Thanks for your help Caryl.

[Anonymous]

Yes, it is important to know that the person clicked on a link in a particular email. We use this particular web form in multiple campaigns. Thanks again!

[Anonymous]

I agree with Edward that Activity Log might provide some clue on what's going on.

Or you can try an alternate method too.

For the trigger "fills out form", add constraint "referrer" and provide the URL that you have under "Link". Add query string parameters on the email's link so you can track which ones came from email. Add another constraint "Query String" to capture the email specific parameter you passed.

[Anonymous]

Thank you Deepa!