Adding inactive contacts to Customer Journey

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Posted on by pirateinnature

Hi Everyone,

Context:

I've started a Customer journey to 5000 contacts (Dynamics segment with filters for Do Not email set and Email address contains data) with a 1 week timeframe. and set the email schedule to only send emails between 9am-10am on Weekdays.

Insights:

My insights reveal 0 unsubscribes when I can clearly see that people have interacted with the Unsubscribe link in the email.
Can we determine the email velocity at any stage? Even though they were scheduled for 9am, I saw the system processing 1500 for the first 10 minutes and then the entire segment in the next 30 minutes.
400 of the total emails blocked were due to the contact being inactive. (Is there a set of rules that makes them inactive?)
So I tried to activate them hoping emails would go through to them. I'm awaiting on the next day for my insights to reflect any changes. But is it possible that an active customer journey would send email to a contact which has been activated midway?

Lastly, I've had quite a few emails added to the suppression list because of hard bounces. Is there a way I can eliminate these contacts from future journeys? I know they are automatically blocked, but just wanted to clarify.

Thanks in advance for your help.

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Answers (1)

pirateinnature 25 on at

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RE: Adding inactive contacts to Customer Journey

Brilliant!

Thank you so much for your prompt response. Beautifully explained!
Nya 29,060 on at

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RE: Adding inactive contacts to Customer Journey

Hi,

If the issue has been solved, it would be appreciated if you could click "Yes" to verify my answer.

If there is any further doubt, please do not hesitate to let me know.
Verified answer

Nya 29,060 on at

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RE: Adding inactive contacts to Customer Journey

Hi,

If a contact unsubscribe from the default subscription center (tick "Do Not Email"), the "Bulk Email" field will be switched to "Do Not Allow".

If a contact unsubscribe from a subscription list (untick the subscription list), the contact will be removed from the list.

The "Unsubscribes" category in the Insights tab of an email only tracks the latter one.

It cannot be determined unfortunately.

You can add a condition into the segment that the status of the contacts is active so that the inactive ones will not be processed by the customer journey.

Once a contact has been processed by a customer journey, it will not be processed again, no matter how much it changes, unless the journey is a recurring journey. it is recommended that you recreate a new customer journey to process the remaining contacts.

You can create a behavior segment to filter out the hard bounced contacts and then set the segment as the exclusion segment in the future journeys.