Marketo Nuture Flows Not Sending on Correct Delays and Days

[amdefabio]

I've set up my first Marketo nurture flow. The audience added to this nurture is triggered when they are added to a static list. I have my stream cadence going out weekly on Tuesdays, Wednesdays, and Thursdays. Here is the set up:

Trigger: Added to List

Flow: Add to Engagement Program, Stream: December Consideration

I have my first email activated in the "December Consideration" stream. Yet, when I look at the email performance results, the email was sent on Dec 7, which is a Sunday. I can't find anywhere that I have Sunday as an option to send an email. Any insights on this?

[cookiemonstersa]

First things I would do:

Check the person’s Activity Log. Look at the “Send Email” entry and confirm the campaign name. If it is anything other than the engagement program cast, the nurture was not the source.

[amdefabio]

It does look like the Engagement Program Cast is correct. Thanks for trying, though. Let me know if you feel like it could be anything else.

[SanfordWhiteman]

Please show the relevant Activity Log for the lead and the full Engagement Program setup.

[amdefabio]

Activity Log:
Dec 3 - Add to List

Dec 3 - Change Program Status from "Not in Program" to "Member"

Dec 3 - Add to Engagement Program

Dec 3 - Change Engagement Program Cadence from "Not in Program" to "Normal"

Dec 3 - Change Engagement Program Cadence from "Normal" to "Paused" (This is for a 2 day wait)

Dec 5 - Change Engagement Program Cadence from "Paused" to "Normal"

Dec 7 - Send Email "MoFu Prospecting Email"

Dec 7 - Engagement Program Cast "December Consideration.MoFu Prospecting Email"

Dec 8 - Email Delivered

Engagement Program Setup:

Channel: Nurture

Program Status: On

Exhausted Content Notifications: On

SFDC Campaign Sync: MoFu Prospecting Email

Stream: December Consideration

Email in Stream: MoFu Prospecting Email (Activated)

Stream Cadence: Weekly every 1 week, Tuesday, Wednesday, Thursday at 8:15 AM in Recipient Time Zone

[cookiemonstersa]

Marketo uses the instance time zone defined in Admin to timestamp all sends and casts. If someone views results from a different local time zone, the date they see can shift by a full calendar day. This means a cast recorded as Monday in the instance time zone can appear as Sunday for a user located far enough west. The same applies to certain report views, which may display times using the viewer’s local offset rather than the instance’s setting. Because of this, an apparent off-day send can be the result of a time zone difference rather than an incorrect cadence or an early cast.

Does not explain why it would shift that much, but something to check. Would be helpful to see screenshots of the nurture program. 

[amdefabio]

Here is the stream cadence. All of the people getting this email are in the United States. So there should only be a difference of 3 hours from east coast to west coast max. So the theory of the timezone making it run a different day doesn't hold up.

I took out all the emails within the stream to do a test group of people with just one email to see if it is set up correctly even from the beginning: 

Since there is no wait time, as soon as someone is added to the list, they should get the email on the next Tuesday, Wednesday, or Thursday after they were enrolled at 8:15 AM their time, correct? 

I added 15 people to the list on Wednesday, December 10 at 10:17 AM PT. So they should have gotten the email on Thursday, December 11 at 8:15 AM their time but none of them were sent the email yet.

No idea what's going on here.

[cookiemonstersa]

Also make sure its on. Just in case 

[PeeyushSachdeva]

@amdefabio - Could you please share the Activity Log for one of the leads that was recently added to the nurture? That will help us see exactly what happened.

[cookiemonstersa]

What are your transition rules? Any way they are transitioning out of the stream before they are sent the email? 

Also:
Check individuals

Click any person who did not get the email.
Open their Activity Log.

Look for:

“Skipped Email” with a reason like No Content Left

“Engagement Program Cadence skipped”

“Engagement Program exhausted content”

If you see one of those, they are exhausted.

[cookiemonstersa]

I think if the Marketo instance is set to a later time zone than the person viewing the activity, a Tuesday 8:15 AM send can appear as Monday for someone far enough west. This is due to the viewer’s local offset being applied to the cast timestamp.

Can you check a person who got the email on a Mondays location via their 
Info Tab --> Anonymous IP: --> throw that info a free online IP lookup to see their country. 

Also you said the email was Delivered "Dec 8 - Email Delivered" so it makes the timezone theory technically possible I think?