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Anonymous
August 3, 2017
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Wait Step Issue

  • August 3, 2017
  • 2 replies
  • 4581 views

I'm running into a issue with a campaign wait step. The campaign runs on the 15th each month (scheduled), then sends an email and waits 30 days before calling a second campaign. The issue is even though more than 30 days have passed, members seem to be stuck in the wait step permanently and the campaign never calls the second campaign. Does anyone have any ideas what I might be doing wrong here?

Dashboard view

Here are the flow steps (Smartlist references the Chronic Non-Responders/Unengaged smartlist built into Marketo)

And the campaign that is called. (filters to make sure the member is still part of the non-responder list and has not opened the email sent) No members have passed into this campaign.

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Best answer by Trevor_Parsell

Trevor,

Regardless if they do not qualify for the requested campaign, the "campaign was requested" flow step activity will still initiate. The issue is that it has not even been requested yet since those people are still in the wait step. The issue is with them being in that wait step.


Hey Devraj,

That makes sense. My thinking was that the "Request Campaign" flow step may not show up as initiated if the lead is disqualified from the campaign being requested but I confirmed that is not the case.

I agree with you that this is related to adjustments made to flow steps after the campaign was launched. When a flow step is added to a campaign with wait steps, there may be similar issues to what happens when a flow step is deleted:

Delete a Flow Step - Marketo Docs - Product Docs

2 replies

Trevor_Parsell
Trevor_Parsell
New Participant
August 3, 2017

Hey Gary,

Can you show a screenshot of the "Chronic Non-Responders/Unengaged" smart list criteria? Have you confirmed that the people who are not engaged are showing up correctly in that smart list?

You may have to adjust the Non-Responders/Unengaged smart list criteria in order to ensure that leads who are hitting that list also qualify for the "Remove non-opens" campaign.

A
Anonymous
August 3, 2017

Hello Trevor,

The Chronic Non-Responder/Unengaged list does have members and it can be seen in the campaign history tab that members were added from that list on the 15th of the last two months and are still stuck in the wait step. (see below) This makes sense for those on July 15th, but all the members added on June 15th have already passed 30 days, should be moving to the next step.

Here is a screenshot of the Chronic Non-Responder/Unengaged Smart List.

This does make we wonder though if that last step in the chronic non-responders (not program Status success) is causing an issue, since simply being added to the operational program defaults to a success = true.

Trevor_Parsell
Trevor_Parsell
New Participant
August 3, 2017

Hey Gary,

Based on what you mentioned above, my guess is that people do not qualify for the "Remove Non Opens" campaign because they do not qualify for the "Chronic Non-Responder" smart list (because their program status WAS changed to "Success=True" within the last 180 days)

Devraj_Grewal
Devraj_Grewal
New Participant
August 3, 2017

Gary,

What you can first do is look at the results tab for the first smart campaign to make sure the "Request Campaign" step did initiate. If so, then run a smart list with these two filters:

"Campaign was requested" is (this requested campaign)

"Member of smart campaign" not in (this requested campaign)

The smart list will show those who have successfully had this smart campaign requested but did not actually qualify for the smart campaign. If so, it is possible the requested campaign's smart list needs to be modified.

A
Anonymous
August 3, 2017

Ok, I looked at the first campaign and didn't see any instance of the request campaign step being triggered, which is the step that happens after the wait 30 days step. It's' worth noting that this first ran on June 15th, so it should have triggered mid-July.

Also ran the smart list with the two filters you suggested. The result was 0.

Devraj_Grewal
Devraj_Grewal
New Participant
August 3, 2017

Alright so if the request campaign didn't fire at all no one has come to that step yet and all people are still in the wait step. I would double check the date that everyone went through step #2 to make sure it actually was 30 days ago.

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