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Suggested answer

Contact Leaves a Suppression List - can they rejoin the journey?

Posted on by 8
We have a journey that sends emails starting 6 months from the renewal date. We also have a suppression segment on that same journey that prevents contacts receiving emails if they have a valid license with more than 6 months to run.
 
It appears now that no-one is joining the journey!
 
Is this because once a contact has been suppressed, they then will never join the journey even when the suppression segment conditions no longer apply to them? Are they permanently disqualified from the journey?
 
Thanks in anticipation

Phil
  • Cui Hao Profile Picture
    Cui Hao on at
    Contact Leaves a Suppression List - can they rejoin the journey?
    Hi,
     
    Can you please share more information about your question?
    1.Do you know if the journey has ended? If your journey has ended, then excluded contacts will not be able to re-enter the journey even if they have been transferred.
    2.Could you check to see if the contact has been removed from the excluded segment?
    3.Could you give me a screenshot of the segment conditions if it's easier?
     
    Best regards,
    Cui Hao
  • PhiltheJuggler Profile Picture
    PhiltheJuggler 8 on at
    Contact Leaves a Suppression List - can they rejoin the journey?
    Hi Cui 
     
    Many thanks for taking the time to respond to the question.
     
    I'm a little bit puzzled, though.
     
    We have the main segment which pulls in contacts that have less than 6 months on their subscription.
     
    We have an exclusion segment which excludes contacts that have more than 6 months on their subscription. The only reason for the exclusion segment is to not email contacts who have multiple subscriptions until the last one is six months away from expiring.
     
    It looks like no-one is being pulled into the journey at all which is why I wondered if the exclusion segment was 'permanently' excluding them from the journey.
     
    There are definitely contacts who over time have moved out of the exclusion segment into the main segment but they are not on the journey.
     
    Any ideas?
     
    Thanks in anticipation
     
    Phil
  • Suggested answer
    Cui Hao Profile Picture
    Cui Hao on at
    Contact Leaves a Suppression List - can they rejoin the journey?
    Hi

    After a contact is suppressed, they are never automatically added to the journey even if the suppression conditions no longer apply to them.
    However, they will not be permanently disqualified and will still be able to join the Journey when they meet the appropriate conditions.

    Best regards,
    Cui Hao

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