Customer Journey 'if registered' event trigger not working

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Posted on by Lauren17

In the Customer Journey, the if/then registered trigger (preceded by email invitation) does not work.

Contacts who have registered for the event continues on the negative path erroneously. No one goes on the positive path.

Has anyone else experienced this? What are the things I have to check to ensure the Registration is picked up by the trigger in the journey?

We've created a swim lane with a dynamic segment to catch all registrations. This isn't ideal for several reasons.

Please assist?

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Nya 29,060 on at

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Hi,

An email which contains the event as an email element should be added into the customer journey.

Then the if/then tile can be set as the following way.

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Lauren17 20 on at

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Hi Nya

Thanks but I've tried it this way to. I even tried adding an event tile before the if registered tile. Everyone still goes down the negative path.

Is there a bug?

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Nya 29,060 on at

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Hi,

Would you please share a screenshot of your journey?

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Lauren17 20 on at

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This is when I first came across the issue. Two people registered before the first If/Then trigger.

This was my 6th variation attempt:

Thanks Nya!

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Nya 29,060 on at

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Hi,

I have tried to reproduce your issue but it succeeded.

Maybe you could share the properties of the if/then tile.

Or please raise a support ticket if it is urgent.

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Lauren17 20 on at

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Properties of the 'send email' tile

Properties of the if/then tile:

Appreciate your help!

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Lauren17 20 on at

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Hi Nya,

Just to add - Support says that the Registration IDs are not linked to anyone in the Journey. However, it is DEFINITELY the same people and same addresses who have RSVPd.

Any idea why they aren't connecting?

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Lauren17 20 on at

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Hi,

Turns out that the If registered trigger doesn't work when you have duplicated contacts (more than one contact with same email address).

The event registration IDs would be assigned to the Contact record NOT in the customer journey.

We had to manually delete duplicates for our triggers to respond correctly.

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Nya 29,060 on at

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Hi,

It's great to hear that.

Thanks for your sharing.

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