Hi!
What are your recommendations for Completion Actions on Emails? Open, Click, and Unsubscribe.
Our scenario/question:
- We send an email to a list of Prospects. On the email, we set-up Completion Actions for On Open, On Click, & On Unsubscribed. This all syncs to the Salesforce Campaign (we have Connected Campaigns enabled).
- I understand the Considerations for Completion Actions:
- If you set an Adjust Score completion action to be triggered by an email open, it can trigger on the first open.
- Most completion actions execute every time they’re triggered. However, completion actions based on email link clicks execute only one time per prospect per link.
However, what happens if a Prospect Opens the email and clicks a link, but then comes back a few days later and Opens the email again? I know the first two sequences would update the Campaign Member status to "Opened" and then "Clicked", but what happens when they Open the email again? Does their Campaign Member status go back to "Opened"?
We're using Campaign Influence and the goal is to report out on Campaigns where their member status is one that we marked as "Responded". So, if that last Open changes their Campaign Member status back to "Opened" then that would not be included in Campaign Influence.
Thanks!
Hi @Deepika Khanna & @Hasan Mustafa
! Adding in an update here. I reached out to SF on this and their Advanced Engineering team ran some tests/provided insights into this.
- ANSWER: "email open completion actions only execute once"
They mentioned this documentation should be updated:
Considerations for Completion Actions
Please let me know if this is incorrect/you're seeing something different.
Thanks!
