{{member.webinar url}} -- Random email recipients not receiving their webinar login link

[David_Gallaghe2]

I ran into a new one about a month ago where only some of my recipients were receiving their URLs -- When go into preview the email as that particular lead, the member URL is there. I am not sure if it is a template issue, timing issue or something else.

Setup was simple

• Event Program connected to GoToWebinar
• Registration Triggers an email Send about 2 minutes post registration to confirm
• Then subsequent registration reminders were sent @ 1 week 2 days, 6am day of, and 15 minutes prior
• All emails organized in an "Assets" campaign folder within the event program

It was really random and had to affect at least 10% of my registrants...?

I also tested embedding the token as a link behind some text ie: "Your Join Link" and as a straight unencumbered URL -- no dice: happened in both cases.

Anyone else experience this as well?

Cheers!

David

[David_Gallaghe2]

I set up a 3 minute wait step and in the event it came back as an error, I sent the confirmation only to those that had the status "registered", Those that were not "Registered,"  including "Registration Errors" were dropped on a static list tied to a trigger campaign that waited another 15 minutes attempted to change the status back to registered, then waited 15 minutes before attempting to send the autoresponder. If they were registered, the confirmation mail was sent and they were removed from the static list. If not, I set up an email alert so I could proactively make sure all was good. Worked out pretty well.

I also added some text with an alternative login method as a backup, ie:

Hi {{lead.FirstName}},

Thank you for ... Your login details are as follows:

{{my.Event Name}} --> My Awesome Webinar

Date: {{my.Event Date:default="Thursday | Aug 25, 2016"}}

Time: {{my.Event Date Time:default=10:00a PDT | 1:00p EDT}}

Webinar ID: {{my.Event ID:default=123-456-789}}

Login URL: {{member.webinar url:default=http://joingotowebinar.com}}

Doors will open 15 minutes before the scheduled start time. Please note that you may be prompted to enter the webinar ID and  email address ({{lead.Email Address}}) upon joining the webcast.

We look forward to seeing you there!

Cheers,

{{my.Email From Name}}

{{my.Email From Title}}

IMPORTANT NOTE:

Do not use an email program within your webinar program to send any auto-responders or reminders that may contain that webinar url token. The email assets must reside directly in the webinar program in order for the {{member.webinar url}} token to work.

I hope this helps/gives you some ideas.

Cheers,

David

[Kristin_Halle]

Thank you! Is the "registration error" you're referring to a status in GoToWebinar?

[Roxann_McGlump1]

"Registration Error" is actually a program status on the Marketo program side.  That status is assigned when Marketo is not able to register the lead for the webinar through the integration service.

[David_Gallaghe2]

I believe in both go to webinar and webex it is Registration Error – but you may want to double check with GTW...

[Roxann_McGlump1]

Hello David,

You will also want to check the program membership status for the affected leads - if they have a status of Registration Error, no URL will be generated to populate the token.

[David_Gallaghe2]

• All emails are batch and blast (not email program nested).
• I leave a  2 minute wait step in there before sending confirmation emails and have an added constraint to only send confirmation emails to "registered" participants.
• Registration errors are run through an additional wait step (30 minutes) and set to registered again and set to wait another 10 minutes before attempting a confirmation send. (Had issues with webex at a former gig. Webex liked to time out causing random registrations not to post to webex... this seemed to help.)
• I've had this happen with both confirmation and reminder emails in the past with the oddity that if I previewed the mail as the recipient and even sent myself a test email ... the registration linked worked just fine.
• Status for these leads were always registered.

Instant thought in this very moment – I wonder if I must set the status to "registered" in order for my GtW to capture the registration... If it recognizes any new program member as a registrant regardless of program status, I could create a new "Reg Attempted" status, then use that to filter out any in program issues. Time to find the GoToDocs

[Clinton_Gage3]

David, take a hard look at the failures and their membership status, if they error and you reset them you must also change the registration status and have that synched with the provider.

[David_Gallaghe2]

I'm planning on running an all new webinar program next month -- all internal tests look good across domains, and no reg errors reported to date... but we will see what happens with the initial run. I have a gut suspicion that there may be something on the client side that may be stripping the url #IBlameOutlook .

I'll let you know how it goes -- thanks for the words of wisdom!

Cheers!

[Kristin_Halle]

Hello! We're experiencing the same issue. I'm interested to know how the extended wait step worked for your second webinar.

[Clinton_Gage3]

Good luck - ping me if it happens again and we can take a deeper look.

[David_Gallaghe2]

Running our live test for a webinar next week -- all looks good so far. Press those thumbs and cross them fingers...

[Julz_James]

Hi,

I leave the confirmation email for at least 5-10 minutes to ensure the connector has updated the Webinar URL properly.  We ran into a similar issue and it was this that was causing the problem.

Also, double check your webinar provider hasn't done any updates and not told you, as sometimes you have to reconnect the webinar accounts.

Thanks

Juli

[Anonymous]

Hi Juli,

I am having the same issue. What do you mean when you say "I leave the confirmation email for at least 5-10 minutes." Do you put a delay on the send of the confirmation email? Is your confirmation sent through Marketo or GoToWebinar?

[Julz_James]

HI Jenny,

Exactly as Sanford says - I put a wait step and our confirmations are sent from Marketo.

Thanks

Juli

[SanfordWhiteman]

A Wait Step in Marketo.

[SanfordWhiteman]

Are you seeing this with the initial registration confirmation only, or the later reminders as well?

[David_Gallaghe2]

Yup -- both... even with wait steps... was really bizzarre. I had experienced this webex then it magically disapeared then reared up again when I started using GtW...