Customer didn’t receive all the content in the sequence of a Marketing campaign

Problem

Marketing campaigns can be configured to send multiple pieces of content in a sequence. However, customers may not receive any content after the first one in the sequence if the campaign is configured to have stop triggers and the customer meets the stop trigger. Follow the troubleshooting steps to resolve the issue.

Solution

Marketing campaigns can be configured to send multiple pieces of content in a sequence. However, certain campaign settings can prevent the delivery of all the content.

Marketing campaigns can be set to stop sending content when:

• A customer leaves the audience.

• A customer calls the phone number directly assigned to the campaign.

• A customer books a job where the campaign is assigned as the job campaign.

• A customer opens an email sent by the campaign. This only applies to email campaigns.

Check the campaign settings to see if this is why the customer did not receive all the content from the marketing campaign. You can then clone the campaign, adjust the settings, and relaunch if needed.

Note: These campaign settings are available and visible in the campaign builder only when the campaign sequence contains more than one item.

Check the campaign stop triggers

1. Go to Marketing > Pro Campaigns or Marketing > Campaigns depending on your account configuration.

2. Click More > Edit  for the campaign in question.

3. Edit the content for the campaign:        

   • For email campaigns, click Edit for the Email Sequence step.

   • For SMS campaigns, click Edit for the Automated Text Message Content step.

   • For direct mail campaigns, see the Details section on the Overview step.

4. Under Conditions for email and SMS or under Send mails until… for direct mail, check the option selected in the Send until dropdown. If Call Created, Job Booked, or Email Opened is selected, check the customer's profile to confirm if they met the assigned stop trigger.        

   • If Call Created is selected and the customer calls the tracking number assigned to the campaign, the customer won't receive any of the remaining content.

   • If Job Booked is selected and the customer scheduled a job with this campaign assigned, they won't receive any of the remaining content.

   • If Email Opened is selected and the customer opens an email they received from the campaign, any remaining emails won't be sent. 

5. If No Trigger is selected in the Send until dropdown, check if the Stop sending when a recipient leaves the audience option is selected. If it is, customers won't receive any more of the campaign content after they leave the audience. 

6. Proceed based on what you discovered:        

   • If a stop trigger wasn't selected for the campaign or the customer doesn't meet the stop trigger criteria, please contact Technical Support for assistance.

   • If a stop trigger was selected, you can stop the current campaign if it's still live. You can then clone the campaign and relaunch the cloned campaign without the original stop trigger to send all content in the sequence.                

     Note: The Marketing Behavior audience filter can be used to prevent customers that already received the initial campaign from receiving content from the clone.