3 Replies Latest reply on Oct 26, 2018 1:00 PM by Anne Angele

    Trouble with Skipping a Stream in an Engagement Program

    Veronica Flores

      Hi,

       

      We're setting up an engagement program for our customers who have outdated data in our systems.

       

      Stream #1

      Email #1 is operational and contains a survey for our customers to update their data.

      Email #2 is not operational and is a new piece of content.

       

      Stream #2

      Email #3 is another operational email for people who haven't filled out the survey.

       

      Stream #3

      Email #4 is not an operational email and contains another piece of content.

       

      The surveys are being distributed through SurveyMonkey. However, we haven't connected Marketo with SurveyMonkey, therefore we are relaying in our customer success team to change the contacts' SFDC Campaign status immediately when they see a response in the surveys. We have three different SFDC Campaign Statuses:

      Sent: People who are part of the SFDC Camapign

      Influenced: People who have clicked on email #1 to update their data

      Responded: People who have filled out the survey (manual process in SFDC)

       

      The transitions rules for Stream #2 are as followed: Status in SFDC has changed to "Influenced", Member of Engagement Program is Stream #1 and content is exhausted, and flow is change engagement program stream to Stream #2

       

      The transition rules for Stream #3 are as followed: Status is changed in SFDC Campaign to "Responded", Member of engagement program is Stream #1 and content is exhausted, flow is change engagement program to Stream #3

       

      My questions are:

      1. Do I need an exclusion to skip people who have filled out the survey and their SFDC Campaign status has changed from Influenced (not manual based on behavior), to "responded"? The streams are weekly and Stream #2 starts two weeks after the first cadence of Stream #1.

      2. If my previous question is incorrect, how do I make sure these emails are sent on a weekly basis?

      3. Any recommendation will be appreciated!

       

      Thanks,

      Vero

       

        • Re: Trouble with Skipping a Stream in an Engagement Program
          Anne Angele

          If a lead's status is changed to "influenced", but they have not yet received email #2, would you still want them to move to the second stream when they exhausted stream 1?

            • Re: Trouble with Skipping a Stream in an Engagement Program
              Veronica Flores

              Hi Anne,

               

              I want them to receive both email in Stream #1, then pass them to either Stream #2 and Stream #3 respectively, or only Stream # 3, whichever is applicable. But yes, exhaust the content of Stream #1. I can also add another SFDC Campaign status to differentiate, if applicable.

               

              Thanks,

               

              Veronica

                • Re: Trouble with Skipping a Stream in an Engagement Program
                  Anne Angele

                  Hi Veronica -

                   

                  The way it's set up now, if someone's status changes to influenced and they are not yet finished in stream 1, they won't be moved into stream 2.

                   

                  A couple of options:

                   

                  • Use a smart campaign to manage your stream transitions -
                    • #1 - Trigger: Was Sent Email #2, Flow: If Status = Influenced, Change to Stream 2; If Status = Responded, Change to Stream 3
                    • #2 - Trigger: Status changes to Responded, Filter: Exhausted Stream 1, Flow: Change to Stream 3.
                  • OR you could use one stream, but nest programs into the stream, with the additional requirement that to receive email #3, status must be influenced (or "not responded" if you want someone to get it if they received emails #1-2 but did not click). If someone does not qualify for email #3, they'd automatically be sent the next email they are qualified for (in this case, email #4) and would not interrupt the cadence of your sends.