Prevent Sales Alert for Lead Scores when lead's score decreases

[Augie_Kuron]

Hello Community,

I set up Sales Alerts to be sent out to our inside sales team when a lead's score breaks 60.  It all seems to be working out great despite one issue:  When a lead's score decreases due to our score decay (-7 for 45 days of innactivity) and the new score is still above 60, a sales alert is still sent out.

In attempts to prevent this I added a constraint.  Here is my Smart List Filter:

Score is Changed:

• Score name is Lead Score
• Change is not -7
• New Score is Greater Than 60

The constratint does seem to prevent sales alerts in most instances but occasionally a few might sneak through.  Any advice on how to prevent this completely, would be much appreciated.

Thanks!

[Anonymous]

You could change the schedule of the smart campaign to run each lead through the campaign flow only once. That will stop any leads from double firing the alert.

[Anonymous]

On second thought, if you only allowed them to pass through once, you would need to have another campaign handle leads that fall below 60 or reset and then climb above 60 again. You could do this with a combitation of lists and clones of the original campaign though.

[Augie_Kuron]

Joe, thanks for your input.  I have the schedule set up so leads can run through the flow only once every 6 months, so duplicate sales alerts isn't really the issue.

The issue is false sales alerts for leads who's score is going down due to inactivity.  So, let's say maybe a year ago a lead was all over our website, clicking in every email, etc and accumulated a score of 80.  Then 45 days go by with no activity and their score decreases to 73 (from our score decay campagin).  Right now, my sales alert campaign is triggering leads like these to alert our sales team as this lead being hot, when in reality the lead has become quite the opposite.  

Both of these smart campaigns were recently implemented (or decay and also our sales lead score alerts), so, maybe the issue will work itself out after time.  I'm just not sure why it's not filtering out leads who's score decreases by 7 since I added that constraint.

[Anonymous]

Got it. You have a new campaign, and you have scores that are already above the lead score threshold. We've had that problem before too. We reset our scores shortly after that so it didn't cause us too much trouble. It will work itself in time, but I can see where that is annoying.

Not sure why the -7 isn't always being caught in the constraint. You should try adding a filter to the smart campaign that states lead score is less than 60. This might stop the issue. Your list would look like this:


You might even be able to remove the -7 constraint in this case.

[Josh_Hill13]

You need to do this on the Trigger only:

New Value is At Least 60
Old Value is Less Than 60

that will take care of the problem.

[Anonymous · Accepted solution]

...I feel pretty dumb. I just came across this suggestions from Ei-Mang while looking for an idea for the constraint.

"You can do this by using the "Data Value Changes/Changed" trigger/filter, attribute = "Lead Score" and using the "Previous Value" constraint."

Here is a snapshot of the trigger:

[Augie_Kuron]

Thanks guys that looks like that should do the trick!

Score is changed doesn't have a constraint for old value but it looks like Joe's suggestions of using Data Value Changes should take care of it.

Thanks again!

[Anonymous]

One last note, I would change the New Value to Greater than 59 so that you catch any leads that land on 60.

Let us know if it doesn't work!

[Anonymous]

I'm surprised adding in a greater than or less than symbol for the Change constraint doesn't work. It seems like a pretty simple fix, i.e.  change is >1 to exclude any reduction in score. I've been testing this out myself and that little constraint caused me a lot of grief because the error symbol never came up.