5 Replies Latest reply on Oct 6, 2016 5:43 PM by Grégoire Michel

    Nurture Program sent content out of order

    Keith Miller

      We set up a nurture engagement program that was supposed to send a series of emails (1 per week) to new members of the engagement program. At some point during testing, a cadence was set but there was no active content. When the content was finalized and activated and final cadence set, the program sent out the last email in the series rather than the first email in the series. When I looked at the Activity Log for some of the folks who received the email, there are messages about exhausted content, but no mention of sending other emails in the series. So, my first question is...would the exhausted content messages have effected the order in which emails were sent and if we want to reset and start this program over, is the best way to accomplish that to delete the leads from the database and then re-add them?

       

      This is driving us crazy because there is nothing obvious that appears to be effecting how this working.

       

      Thanks!

       

      Keith

        • Re: Nurture Program sent content out of order
          Grégoire Michel

          Hi Keith,

           

          The good way to run it is not to delete the exhausted content, but to pause these leads, then unpause them when you have finished

           

          This is done applying a "change engagement program cadence" to all the exhausted content leads. Do it in a daily batch program.

           

          -Greg

            • Re: Nurture Program sent content out of order
              Keith Miller

              But I'm not understanding why the program sent the last email in the stream instead of the first. All of this content existed in the stream, but was just not activated. Once the content was activated, why didn't the program send the first email? Is there a way to reset a lead so that they would essentially "start over" in the stream?

                • Re: Nurture Program sent content out of order
                  Roxann McGlumphy

                  Was all the content activated at the same time, or were some emails activated before others?

                    • Re: Nurture Program sent content out of order
                      Keith Miller

                      They were activated at the same time. Our admin had set a cadence, but did it incorrectly. There's no evidence that any emails were ever sent other than the fifth email in the stream that was sent this week when we fixed the cadence. I can't tell you how much I'm hating Marketo right now. I'm a smart guy, but this is not a friendly user experience. I'm looking into more user friendly options.

                    • Re: Nurture Program sent content out of order
                      Grégoire Michel

                      Hi Keith,

                       

                      This really looks like what happens when some of content is being either added or simply activated in the stream before others, or when content is added but not activated immediately, or you add the email, but have not approved the email.

                       

                      At each cast, for every lead, Marketo send the first email that is activated and that was not already sent to this person. Adding the content to the emails is not enough, you need to activate them as well.

                       

                      This is not the first time I see this happening when people add content after the stream has started. This is the reason why I am always pledging for the fact that people add a smart campaign that pauses all leads that exhaust content. the you add your content and when everything is ready, you unpause the leads.

                       

                      -Greg