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Customer experience | Sales, Customer Insights,...
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Work Flows for email

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Posted on by 202

Thank you in advance for your comments.

My marketing team has been using an email work flow to send out invitations to our recipients inviting them to join our portal. Once they become portal users they can see their quotes, resources, get gift card codes... and well you know- self service their accounts.  The workflow is a tile that we add to our journeys at different stages of the journey process once the recipient has progressed through. 

This is what happened: 

(We need to remove the "Portal Invite" workflow from the Customer Journeys until further notice. I was just informed that it was sending out over 50,000 invites a day. It has, in total, generated 1.5 million records. The system will clean things up, but it will take nearly 3 months. 
 
I don't know what is wrong with the workflow - I wasn't made aware of that information. Or, if we even know what's wrong with it. It has been disabled for now. )
This workflow actually sent recipients an invite to became a portal user and a code was generated. People then received a link to log in and use their portal invite where they then could create their own account profile. (and gain access to the self service area.) 
If anyone can suggest a different approach;  one that doesn't generate 1.5 million records I'd love to get your help. 
  • Suggested answer
    PowerPilgrim Profile Picture
    PowerPilgrim 5 on at
    RE: Work Flows for email

    Hi Lori,

    It sounds like you need to review with your system admin the following system components:

    - segmentation logic used for the segments that the Customer Journey is geared towards

    - workflow triggers, or

    - workflow conditions to make sure that it runs only when it needs to run

    I would also investigate the system jobs to understand when and why the workflow ran or failed to run.

    This should be your high priority task now, since with the numbers you've mentioned, your bill from Microsoft might hurt quite a bit.

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