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Hi
We have a customer journey that if contact doesnt register for the event in a 6 hour period we check if they declined and if not then check if contact opened the email. If email opened, we send a RSVP reminder for the contact to register. It appears if the contact does register we can see a registration record but we don't see the contact moving through the happy flow tiles at the top of our customer journey in the attached diagram. That would be where once we check in the contact (event attended) to see they get sent a thank you email at the end of the journey. Not quite sure where the issue may reside. We would expect that once it checks if the contact opened the email it would send the rsvp reminder (which it does) but the registration activity doesnt join the customer journey at the top like other contacts that registered. Is it the times maybe setup incorrectly..
In ideas what may be happening here?
Brad
Hi Brad,
We could add a interaction/behavior based segment under bottom of main pipeline as parallel pipeline.
Wait until some marketing activities in main pipeline have been completed, (give the segment sufficient time to collect contacts from upper pipeline)
then launch marketing campaigns against them.
Regards,
Clofly
HI Brad,
We should still add duplicate tiles for contacts who never opened email and do register via the second invite email.
( - If email never opened send invite email again after a period of time. Then again if the client does register they would join the happy flow at the top. )
Because they have flowed to end of their own path, there is no control tiles for us to drag them to happy flow at the top,
(currently there is only splitter tile.)
So the diagram which is based on your requirement would be below:
enlarged view of right part,
tiles(activities) would be same as tiles in "top happy flow":
Regards,
Clofly
HI Clofy
Thanks for your reply very interested to hear about your views as usual.
Ill respond inline below
Is it happy flow? Could you share more details about "but we don't see the contact moving through the happy flow tiles"? Yes that is the happy flow. The contact that didn’t register initially on the top flow but opened email and then got the RSVP and from that email then registered, the assumption would be that contact would then go join the happy flow at the top. SO we would see the count of contacts include the people who registered from the rsvp reminder.
Is this part of RSVP reminder? Yes so if email opened contact would move to the next tile to be sent the RSVP reminder email.
For you second question "but the registration activity doesnt join the customer journey at the top like other contacts that registered",
would you like to the one person(person who opened email) could join 5 people in top customer journey? Yes we would want these contacts to join the happy flow at the top.
As per my understanding towards your questions and working mechanism of customer journey,
different paths in customer journey could be regarded as different pipelines, interesting didn’t know it seen as different pipelines
there are 4 pipelines in you cj:(merge top paths into one)
1. Customers registered event. (top of diagram)
2. Customers didn't register event and declined.(People who flowed to End Scheduler tile)
3. Customers didn't register but accepted registration and opened email.
4. Customers didn't register but accepted registration, email for them was not opened.
Thus the contact in pipeline 3(1/3) wouldn't join with other contacts who registered event(5/8), because he/she has flown to a separate path, this contact has its own end.
How would you suggest we cater for this type of scenario? We have a requirement as follows:
- Send invite emails
- -Check did client register in a time frame for eg 6 hours
o If yes continue on the happy flow at the top. Which will then see if the contact was checked in (attended the event) and then sends out a thank you email. If didn’t attend sends out sorry we missed you email
o If no check if client declined before checking if they opened the email. We don’t wish to send a rsvp reminder if the client has already declined
- If email never opened send invite email again after a period of time. Then again if the client does register they would join the happy flow at the top.
Thanks for your feedback
Hi Brad,
Is it happy flow? Could you share more details about "but we don't see the contact moving through the happy flow tiles"?
Is this part of RSVP reminder?
For you second question "but the registration activity doesnt join the customer journey at the top like other contacts that registered",
would you like to the one person(person who opened email) could join 5 people in top customer journey?
As per my understanding towards your questions and working mechanism of customer journey,
different paths in customer journey could be regarded as different pipelines,
there are 4 pipelines in you cj:(merge top paths into one)
1. Customers registered event. (top of diagram)
2. Customers didn't register event and declined.(People who flowed to End Scheduler tile)
3. Customers didn't register but accepted registration and opened email.
4. Customers didn't register but accepted registration, email for them was not opened.
Thus the contact in pipeline 3(1/3) wouldn't join with other contacts who registered event(5/8, in pipeline 1), because he/she has flown to a separate path, this contact has its own end.
Regards,
Clofly
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