Imported Hard Bounce Interactions not considered for Campaign Performance

[SCHNEIDERT]

Hi guys,

according to SAP documentation, interactions are used to update aggregated success for campaigns.

So, if I import interactions of type EMAIL_BOUNCE_HARD together with a timestamp and a campaign ID, in my opinion the performance tab in campaign should consider these Hard Bounces as well as the original ones (sent from Sinch).

Does anyone know if there are additional fields that have to be maintained when manually uploading interactions we want to be considered in the campaign performance?

BR Tobias

[jayce_wang · Accepted solution]

Hi Tobias,

Please have a try on adding following attributes into the payload, which can be used to identify the campaign.

SourceObjectType : "CUAN_CAMPAIGN_OUTBOUND"

SourceObjectId : [SourceObjectId of the predecessor email_outbound interaction].

KBA 3026417 - SAP Marketing - Interaction Import via shareable Contact ID

Best regards,

Jayce

[SCHNEIDERT · Accepted solution]

Hi Jayce,

I will give it a try to see if that's the reason.

But it would be pretty hard to add that information to all of the interactions which should be uploaded via CSV file upload...

BR Tobias

[SCHNEIDERT · Accepted solution]

Hi jayce.wang,

just wanted to let you know that it works using your approach. Using CUAN_CAMPAIGN_OUTBOUND as SourceObjectType and the OutboundID of the predecessor interaction as SourceObjectId, the Hard Bounce interaction is considered correctly in the campaign performance.

As already said, it will be really lot of effort to search for the OutboundIDs before importing the interactions... I will try to find a way to maybe automate that process.

Maybe you could tell your colleagues that the SAP documentation should be updated with that information, because it's not enough to use the INITIATIVE_ID as reference for the upload (as currently stated in the help portal).

Thanks for your help!

BR Tobias

[jayce_wang · Accepted solution]

Hi Tobias,

You can try with API_MKT_INTERACTION_SRV GET request to retrieve the SourceObjectId of email outbound interaction.

sample request:

https://cc3-352.wdf.sap.corp/sap/opu/odata/sap/API_MKT_INTERACTION_SRV/Interactions?$filter=((Intera... eq 'EMAIL_OUTBOUND') and (InteractionContactId eq 'gho9992001@yahoo.com') and (CampaignID eq '0000002261'))&$top=10

Hope the information above would be helpful.

Best regards,

Jayce

[vervinckt_joyca]

Hi schneidert , jayce.wang ,

I'm trying to import bounce interactions but I keep getting errors.

We have a list of sent mails and bounces from another system, that we want to import in the marketing system.

(so note that there were no actual campaigns run within the marketing system, they were run in a different system, but we want to import the bounces to correct our data in the marketing system an invalidate the contacts who have had a hard bounce).

If I have an upload file with just this:

ID_ORIGIN = EMAIL

ID = an email address of an existing contact

COMM_MEDIUM = EMAIL

IA_TYPE = EMAIL_BOUNCE_HARD

TIMESTAMP = 20240101014104

Then, the Data File Load app does not display any validation errors, but the Import Monitor app lists a Failed upload with message "Interactions could not be saved"

------------------

When then I first upload interactions of IA_TYPE = EMAIL_OUTBOUND,

with SOURCE_OBJECT_TYPE = CUAN_CAMPAIGN_OUTBOUND

And SOURCE_OBJECT_ID = 30539AA677E98766516E191C5B262D4C2D215178

And then try to upload a bounce with the same source object id:

ID_ORIGIN = EMAIL

ID = [the email address]

COMM_MEDIUM = EMAIL

IA_TYPE = EMAIL_BOUNCE_HARD

TIMESTAMP = 20240101014104

SOURCE_OBJECT_TYPE = CUAN_CAMPAIGN_OUTBOUND

SOURCE_OBJECT_ID = 30539AA677E98766516E191C5B262D4C2D215178

Then already in the Data File Load app there is a validation error:

Contact with origin EMAIL, ID [the email address] not found; TIMESTAMP 20.240.101.014.104,0000000, IA_TYPE EMAIL_BOUNCE_HARD

If I try an upload with some random source object id then of course there is a validation error that this source object id was not found.

If I try different timestamps there's the same error of "contact with origin EMAIL, ID [the email address] not found".

I tried everything that I could think of, but cannot succeed in uploading bounce interactions...

Do you have any idea what I could be doing wrong? 🙂

Thanks,

Joyca

[SCHNEIDERT]

Hi vervinckt.joyca,

I checked our import template and we use the same fields that you used in your upload. The only difference is that we also have a column for Marketing Area (maybe you just forgot to mention it here or do not use Marketing Areas).

I will try to do an upload without Marketing Area and see if I could reproduce your issue.

BR Tobias

[SCHNEIDERT]

Hi vervinckt.joyca,

unfortunately I'm not able to reproduce your issue. Not with a contact that had a real email send out in the past nor with a newly created contact... I also tried it without Marketing Area and it also works as expected...

Maybe it has something to do with the configuration of EMAIL origin? In our test system it is configured as a Source Origin because we use it for External Landing Page integration.

Sorry, I have no other idea what's causing your issue, maybe you have to open an incident and let SAP check in the backend.

BR Tobias

[vervinckt_joyca]

Thanks Tobias for checking that!

In this system, the EMAIL is shareable, so it may indeed be linked to that.

However the KBA that Jayce mentioned is exactly hadeling that topic;

https://me.sap.com/notes/3026417 mentions if you do use shareable id's for interaction load that you should:

Provide the reference to the predecessor outbound interaction - the contact determination during the import then will not go via the shareable ID, but the contact is determined via the predecessor interaction. The interaction reference needs to be provided via SourceObjectType as "CUAN_CAMPAIGN_OUTBOUND" and SourceObjectId as [SourceObjectId of the predecessor outbound interaction].

And the thing is, I am able to upload simple EMAIL_OUTBOUND interactions with the same id+origin, it's just the bounce interactions that are giving trouble ...

It's an onprem system too, so perhaps there's some Z-code somewhere doing strange things... I'll need to dig deeper then.

But thanks for confirming that normally the upload file that I was trying to do, should work.