people exhausting content too early

[Ashley1]

Hi,

In the engagement program that I'm running, I notice many people are exhausting the stream content early. The stream has 8 emails in a nested program, but many people are exhausting the content yet they've only received the first email. Does anyone know why Marketo is marking them as exhausted?  Happy to provide more context.

Thanks!

[Darshil_Shah1]

In addition to ensuring all the email assets are activated in the stream, I'd also check whether the people have already received that email earlier from other programs/flows. Marketo's engagement program doesn't send emails that have already been said sent previously to a person. Fyr, email assets are referenced by their unique asset Id, and not by name. Hopefully this is helpful. Let us know if you have questions.

[Ashley1]

The emails aren't being used in other programs, they are unique to this nurture.

[Darshil_Shah1]

Thank you for confirming, @Ashley1! Did you add the new content offers after the cast in which these people got exhausted? FYR, the Exhausted Content flag represents whether a person was exhausted after the last run/cast - it's not updated in real-time, just 1x after each nurture cast. So as long as you have email assets in the stream that the person was never sent before, they should be sent content from the engagement program (more specifically, the first unsent content from the top of the stream).

[Ashley1]

Oh, I didn't add new content but  I did deactivate the engagement program and then reactivate it a couple of weeks later. Marketo may have recognized the reactivated content as new?

[Darshil_Shah1]

I don't think that's it. But, let's try testing your stream with a test record - You can create a test record, use the test stream functionality in the engagement program, run the casts, and check whether it is sent all the content in the stream before your record gets marked Exhaitsed Content. With EP, for a member who is Marketable and hasn't reached the communication limit, as long as the stream has an unsent content offer, they would be sent the content in the next cast.

Also, to verify have you encountered a case wherein the stream had unsent content and eligible members still weren't sent content during a cast? Or are you just looking at the Exhausted Content numbers and trying to figure it out?

[Ashley1]

I just tested the stream, I received email 1 and then I was marked exhausted content.

Yes, I have encountered a case where the stream had unsent content, and an eligible member wasn't sent content during a cast.

[Darshil_Shah1]

So weird! This is definitely not expected when everything is checked off-

• Person is in the right stream
• All content unarchived and activated
• Person never received the content from previous sends (nurture or otherwise)

Are you able to share the snapshots of the activity log with Exhausted Content and the the previous cast send for your test record in addition to stream’s snapshot so we can have a look? Of course, be sure to mask/redeact any sensitve information.

[Ashley1]

Yes, Here are some screenshots for context.

Test activity logengagement program

[Darshil_Shah1 · Accepted solution]

Thanks, @Ashley1!

Well, no surprise that this happened, you technically have a single content offer program added to your engagement program stream. Even though you have all the email assets created in a single default program that you have added in your stream, Marketo is gonna consider it as a single content. Ideally, for each content, you should create separate nested default program with each content email and its corresponding send campaign and add it in the stream. In the end, number of items in your stream should match with the number of content that you wish to have in your stream. Hope this makes sense. Let us know if you have questions.

[Michael_Florin]

Darshil is right, of course, but let me add one general remark on the "exhausted" concept.

Marketo documentation states that a person is exhausted if they "have received every piece of content in a stream". (https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/drip-nurturing/us...). But that is incomplete. If you use programs (to be more exact: Smart Campaigns) as content in your stream, a person is also exhausted when they are a program member of all programs in that stream. Even if they did not receive every piece of content.

For example: Let's say you run a 50/50 split in one of the Smart Campaigns that sends the email through the Engagement Program, where 50% receive the email and 50% don't. If you make all persons members of that program, they all count as exhausted.

[Ashley1]

That makes sense. Thank You for your help @Darshil_Shah1!

[Darshil_Shah1]

You're very welcome. I'm glad to be of help. 🙂

[Danielle_Wong]

Have you activated all the remaining emails in the stream?

[Ashley1]

Yes all emails are activated.

[Danielle_Wong]

Are they in the right stream with those emails? Could they have moved to a stream without emails in it?