Campaign Performance - Email Missing

[lisa_w]

Hello all,

We have a Tigger campaign in which the performance shows that the email is missing for some contacts.

When I look at the contact, they have an email on their profile and they have agreed to receive emails. So I don't see anything noticeable about the customer profile.

When I open the campaign interaction, I see that Origin says the following:

Origin: Internal origin - not allowed for usage

The campaigns are all structured in the same way. There are sporadic other campaigns that also show this error. However, there are also campaigns that do not contain the error.

Unfortunately, I can't find any info on this. Has anyone already had such a problem and can help me?

Or can it be due to the segmentation?

Thanks for help.

Best regards, Lisa

[andreas_bettin]

Dear Lisa,

please open a support ticket for this with detailed information (e.g. identifier of an involved contact and the campaign ID).

Thanks and best regards Andreas

[lisa_w]

Hello Andreas,

I have created a ticket and it is already being worked on.

Thanks. Best regards, Lisa

[SCHNEIDERT]

Hi Lisa,

we've had the same issue last year for two campaigns but haven't been able to determine the root cause exactly. We assume that it had something to do with a false import where no Marketing Area was assigned in the import file. This was a mistake by the colleague who did the import and the issue did not occur anymore since that time after the file was uploaded correctly.

But to shorten it: The error occurs because at the time of the campaign execution, the Contact's EMAIL ID could not be determined (and by that it tries to use the MC internal ID and in our case created Outbound Failed interactions).

But to analyze why this is happening in your case, I think an SAP Support colleague will have to check that and would need the exact import scenario (when does the contact have which origins and IDs and so on)...

I can only give the hint to double check if every Contacts/Origins and Interactions and so on have the correct Marketing Areas assigned, because it seems that this caused our issue.

I'm very interested in if you find any further explanation for that.

BR Tobias

[lisa_w]

Thanks for the tip. That limits our troubleshooting.

We have different origins. The error is with customers that are synced from the store as well as customers that are manually imported.

For some the email ID in the best record is blank and for some it is not.

If I get a solution or exact reason, I will report back here.

Best regards,

Lisa