I have a campaign node that sends an email which then connects to two outcomes. The transition lines have a short delay and then one has "email clicked" ticked and one has "email opened".
I am finding that my audience will go down the path of email clicked if they click on the link, but anyone who just opens the email without clicking remains participating in the email stage and does not progress down the "email opened" path.
My question is, is there a default delay in determining if a user did not click a link? For instance, will the campaign wait for a day before assuming that user is not going to click and move them down the path? Or do I need to refine my criteria?
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Hello,
To address your question about the default delay and the behaviour of the campaign:
- Default Delay:
- There is no fixed default delay for determining if a user did not click a link. The campaign will wait for the specified delay you set in the transition lines before evaluating the conditions (e.g., "email clicked" or "email opened").
- Transition Configuration:
- Ensure that the transition lines are correctly configured with the appropriate conditions and delays. The "email opened" condition should be set to trigger after the specified delay if the email is opened but no link is clicked.
- Handling Non-Clickers:
- To handle users who open the email but do not click any links, you can set a delay on the "email opened" transition line. This delay will give users time to click a link if they intend to. After the delay, the campaign will check if the email was opened and move users down the "email opened" path if no link was clicked.
Hello,
To address your question about the default delay and the behaviour of the campaign:
- Default Delay:
- There is no fixed default delay for determining if a user did not click a link. The campaign will wait for the specified delay you set in the transition lines before evaluating the conditions (e.g., "email clicked" or "email opened").
- Transition Configuration:
- Ensure that the transition lines are correctly configured with the appropriate conditions and delays. The "email opened" condition should be set to trigger after the specified delay if the email is opened but no link is clicked.
- Handling Non-Clickers:
- To handle users who open the email but do not click any links, you can set a delay on the "email opened" transition line. This delay will give users time to click a link if they intend to. After the delay, the campaign will check if the email was opened and move users down the "email opened" path if no link was clicked.
Thank you for this description. From the sound of it, my campaign is set up correctly, much as described. I am finding that the timing is not always following the process as laid out.
For instance, a node has an email send, then a line which uses a delay of 1 day to determine if a user clicks and a second line with a 2 day delay to determine if the user opens but doesn't click. Often the user will remain in the email node of the campaign step indefinitely, showing them as receiving the email but not moving on. This is confirmed in tests where I can confirm the email is opened and not clicked. Also happens if the delay is the same for either line.
Because this is not always repeatable, I am assuming that this has more to do with how the email servers process the email and feedback the information. I wonder if there is anything to learn there about how to deal with that element. Am I seeing a bug, or do I need to learn about some aspect of the system?
Curtis Fee,
The behaviour you describe doesn't seem typical. Unfortunately, without investigating the examples, it is hard to tell if this is a campaign setup issue or a bug/customization error.
You could submit the support ticket, so the Creatio employees will be able to study the case thoroughly and provide more comprehensive answer.