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If/Then Statement does not follow pathway

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Posted on by YYC_Kacie

I have created multiple journeys testing out the If/Then statement and each time the results are different. I have an event that is using a form for registration. The journey starts with the invite email being sent, it has a link to the event for the RSVP and has been linked to the form in the email elements. The next piece is the If registered which is sourced to the form and the condition is if registered. The yes branch then goes to a swim lane of submitted form users and an email confirmation is sent. The no lane sends an email reminder to RSVP.

The issue I am having, is that the people that have registered go down both paths. They go into the swim lane and proceed down that path, but then after the wait up to time has expired, they also travel down the no path. One test had one user only go through the yes path, and the remaining 3 users that had RSVPd went down both paths. None of the users have the same contact information. I did try the journey with just the yes and no path, excluding the swim lane for registered users, but that did not work either.

Any ideas as to what I am doing wrong? I don't want to send users that have registered, the emails intended for the unregistered users.

Thank you!

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YYC_Kacie 1 on at

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If/Then Statement does not follow pathway

Thank you Fiona_T for the reply.

This was the first time someone submitted the form. I kept creating new forms for each test, as i read on another post that duplicate contacts and resubmissions of forms can break the customer journey. The email sends correctly, it's the customer journey that is not behaving the way it should. Regardless of registration status the if/then statement sends users down both paths. When the register they go down the swim lane and get a confirmation email. But the if/then does not register any user as being processed, then when the wait time expires, it processes all segment users down the no pathway. The if/then statement for attended event later in the customer journey works just fine. It appears to just be the registered for event.

I did try to do the if/then statement using the event as the source and registered as the condition, however that does not work at all. So, I switched it to the marketing registration form as the source and condition registered. That is when the yes path works, but the no path is also taken.
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Fiona_Tiernan 327 Super User 2024 Season 2 on at

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If/Then Statement does not follow pathway

Hi Community member,

Was this definitely the first time they had submitted the form as part of testing? And there are 0 duplicate contacts? As this could be skewing the results. It also may be worth checking you have the properties of the 'send email' tile set correctly, as well as the properties of the if/then tile.

Another way this could be achieved if you're still having issues is by instead having a segment that kicks off the 2nd swimlane, queried to only include contacts that have registered. In Outbound marketing, this could look like this:

You could of course simplify this and remove the extra steps I've added if you didn't want to include survey emails following on from the event.

If this answer was helpful, please consider marking it as verified :) Any questions please let me know, and I will try my best to answer them!

Let me know how you get on,

Kind regards,
Fiona