Why are Event registration confirmation emails not being sent?

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Posted on by CHK1970

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I have been having problem with Event registration confirmation emails not being sent.

For this journey i waited and didn't respond immediately so i would go down the No path.
After receiving my Email invite again, marked in Blue, i then proceeded to register.

I checked the event and it confirmed my registration, but then it stopped for me. I received No confirmation Email.
The 2 tiles marked in yellow should of worked.

I checked the Confirmation email insights and cannot see the email has even been tried to be sent out to me.
It just stops, the If registered step to YES seems not to work.

Can you confirm if other are having the same problem with Event registration Emails not being sent?

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CHK1970 560 on at

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RE: Why are Event registration confirmation emails not being sent?

Thanks for you input. After thorough testing I can also verify this was the case. A contact in swimlane one does indeed move to swimlane two as specified in my CJ.
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Nya 29,056 on at

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RE: Why are Event registration confirmation emails not being sent?

Hi,

According to my test results it appeared to be as you described.

You can also try out the Customer Journey by creating a contact with your own email address if you are not confident with my results.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya
CHK1970 560 on at

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RE: Why are Event registration confirmation emails not being sent?

Here is my Event CJ.
You are saying that Contact A who is in the Segment and Swim 1, receives the Invite, clicks the link and registers. This Contact A will then jump to Swim 2, once they have registered with the Same Name & Email used in the Invite?
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Nya 29,056 on at

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RE: Why are Event registration confirmation emails not being sent?

Hi,

One contact can indeed participate in two swim lanes.

As a simple example, set the Audience of both swimlanes to the same segment, in which there is only one contact, and send the same email for both swimlanes, then this contact can receive two identical emails.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya
CHK1970 560 on at

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RE: Why are Event registration confirmation emails not being sent?

Thanks for the reply. I thought a contact cannot currently participate in two swimlanes within one CJ. Its meant to be coming with an update but not available at the moment. That means Contact A cannot participate in swimlanes 1 and 2?

Please confirm asap. I have many event i need to setup in the next 2-3 days.
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Nya 29,056 on at

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RE: Why are Event registration confirmation emails not being sent?

Hi,

If it is confirmed that someone other than the recipient of the invitation email will be registering, then you will need to separate the process as you have described, but it is not necessary to create two Customer Journeys, just add two Swim Lanes to one Customer Journey.

Segment of the Email Invitees + Event Invite Email If Registered - END - If not + Email Invite again – END

Event Form Submissions + Confirmation Emails – END

The contacts who register through swim lane 1 will also be processed in swim lane 2.

For example, a contact, called A, is an invitee of your email and registered the event. He will be both processed in swim lane 1 and 2.

Another contact B, who is not an invitee and registered the event also, will be processed in swim 2 only.

In addition, for the swim lane 2, a dynamic segment can also be created to replace the simple “Submitted a Form” condition in the customer journey, so you can add more filters as you need.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya
CHK1970 560 on at

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RE: Why are Event registration confirmation emails not being sent?

We use our own registration forms with only "email" as the matching strategy.

What im now concerned about is that people who do not start the CJ with the segment invite, those who see it on SM or our Webiste, If they register, they will not jump onto the Journey with Event Confirmation Email being sent out then following the rest of the CJ to post event.

Is the CJ only limited to those in the Segment Invite?

Do i need 2 CJ's for every Event we host?

1. Segment + Event Invite Email If Registered - END - If not + Email Invite again - END

2. Event Form Submission + Reminder to join Email + Thanks for attending Email or Sorry you Missed it Email - END

This is really confusing!
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Nya 29,056 on at

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RE: Why are Event registration confirmation emails not being sent?

Hi,

When I said that “Only if all three are consistent with the email contact, the confirmation email will be sent”, I meant that only the contacts in the segment which you set in your customer journey will be sent the confirmation email if they registered the event.

You can consider a swim lane in a non-recurring customer journey as a one-way pipeline. It will not process the increased contacts.

If you’d like to send a confirmation email to the new contacts who register the event, just change the source type of the audience for the customer journey from Segment to Submitted a form. Then set the Registration Form of the event into the second option. It allows you to send the confirmation email to the contacts who are not the existing ones in your system and have registered the event through the form.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya
CHK1970 560 on at

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RE: Why are Event registration confirmation emails not being sent?

The issue i found was with No 2 - The wait until was not set long enough.

However, can you please clarify No 3?

We advertise the event in several ways. Email invite, Social media post and on our websites.

The ones registering from our Email invite are already know to us and in our system. The other two are not.

If someone unknown to our system registers why would a confirmation not be sent out? It would obliviously create a new lead and contact.
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Nya 29,056 on at

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RE: Why are Event registration confirmation emails not being sent?

Hi,

I have tried to reproduce your issue but it hasn’t occurred.

Here is my customer journey.

Here are the emails which I received.

There are several reasons that may cause this problem.

In the screenshot you provided, there is one contact that was processed in the step of sending the confirmation email, which can be found in the insight of the email.

Please check the Delivery of the Confirmation Email to figure out which contact has been delivered and if there is any error in the delivery of the contact you need.

The default “Wait up to ” of an if/ then branch is 1 hour.

Is it possible that your registration operation exceeded the waiting time, so it went to the branch of No, which does not have any more operations on it?

You can set a step in the branch of No to the second if/ then so that you will know exactly which branch you have gone to.

Is the contact information used to register for the event the same as the contact information you sent the email to?

This refers to the First Name, Last Name and Email Address of the contact.

Only if all three are consistent with the email contact, the confirmation email will be sent, otherwise only a new contact will be created and no confirmation email will be sent.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya