cancel
Showing results for 
Search instead for 
Did you mean: 

automation program: how to implement "did the contact open the email"

avishai-nutkis
Discoverer
0 Kudos
216

I want to implemet a "Email behvior check" that checks if the user has opened a (specified) email.

how coult be done?

all 3 options that are in the "Email behvior check" don't answer thta question/

Thanks,

Avishai

Accepted Solutions (1)

Accepted Solutions (1)

WillYoung
Product and Topic Expert
Product and Topic Expert
0 Kudos

Hi avishai_nutkis, using that segment that I described above, you are not restricted to selecting individual emails, you can also select multiple email categories. You need to ensure that all the emails you want to include belong to one of the categories that you select, then it will work.

But timing will still be an issue. You basically have three options:

1) If you include the response check in the same program that sends the email, you will need to set a Wait node to give the contact time to respond. Even then, some contacts will respond after the Wait node window, and you will not engage with them - that is something you have to live with.

2) You have a separate, recurring program that checks for responses to any of the emails in your selected categories. This will ensure that you will always engage with anyone who has responded, but perhaps with a greater delay.

3) If you want real-time responses then you will need to use external events in the links to trigger the response in an Interaction program. You can use the same external event for all similar links if you want.

One final point - you would want to use Participation settings to ensure that the same contact does not receive multiple identical responses if they engage with multiple emails.

How you set up the program will ultimately depend on your use case, but I am sure that you can find the answer in either our Help Portal or in one of our Training videos.

Answers (1)

Answers (1)

WillYoung
Product and Topic Expert
Product and Topic Expert

Hi avishai_nutkis,

First of all, yes, the Email Behavior Check node is designed to let non-responders through, so that they can be targeted on other channels if necessary. It is not suitable for what you want.

Secondly, checking for email opens is not really something we advise people to do because the result you get back is never accurate. Not only will it include many false privacy opens, but it will miss out on a lot of genuine opens from customers who did not download images, or read the email in the preview pane. We prefer you to focus on clicks or other engagement metrics outside the email (which you can define using Event Attribution).

Finally, you need to think about the context, in particular the timing. People can respond to an email in very different ways, sometimes instantly and sometimes a week later. If you simply want to find out who responded to an email, you can easily create a Segment based on responses to a specific email campaign (see screenshot below), and then set up a recurring Automation to check for those contacts.

If you want real-time triggers from email responses, then you will need to use the API to add an external event to the links so that clickling them will trigger another program.

But again, that works with clicks, not opens.

Hope that answers your question a little...

avishai-nutkis
Discoverer
0 Kudos

Hi Will,

thank you very much for your answer and advice.

the context of my question is that in an automation program I would want to direct the contacts differently based on their response/lack of response to an email I sent in the automated program.

Using the segment doesn't help me becuase I have to choose a specific email, and when using emails in a automated program-every day the same email is named differently, so I cant use the segment.

If you have any other ideas, i'd love to hear about them.

Thanks,

Avishai