Engagement Studio FAQ

What happens if I remove a prospect from a program list?

If a prospect is removed from a list that a program is using, that prospect stops moving through the program. If you remove a prospect from a program’s recipient list, and then add the prospect back later, they start where they left off in the program.

What happens if a prospect opts out of a list that a program is using?

Opt-out status only applies to marketing emails. If a prospect opts out of a program list, they move through the program but don’t receive emails from that program. However, if the prospect is on multiple lists used for the same program, they could still receive program emails.

Can I merge two prospects in the same program?

Yes, but there are some things to note. When you merge prospects, you choose a primary prospect record. When merged prospects are members of the same engagement program, the new primary prospect starts from the step that any of its merged prospects touched most recently. Depending on the most recent touchpoint, it’s possible for the primary prospect to skip steps or move through the same step twice.

What if a waiting prospect is suppressed or removed from a list?

Prospects on a step with a wait who are either suppressed or removed from a list are removed from the program. If a prospect is added back to the list or is no longer suppressed, they go to the next step at the originally scheduled date and time.

What happens to prospects that are waiting on a step when a program is paused and the step is deleted?

When the program resumes, the prospect is immediately moved to the next step in the program.

Is it possible for a prospect to land on a step with an email scheduled for a date that has passed?

Yes. For example, if a prospect is added to a list feeding an older engagement program. If a prospect lands on an email step scheduled for a date that passed, the email step skips them and doesn’t send. They immediately move to the next step in the program.

Can I add prospects to an active program?

Yes. You can add prospects to a running engagement program at any time. When you add a prospect to the program list, they start the program at the beginning.

Can I change the list for an engagement program?

Yes. However, make sure that the program is actually running and isn’t still starting up. When you start a program, there’s an initial “starting” state. Changing lists while the program is in the process of starting can cause prospects to be removed by mistake or skip steps.

How do scheduled sends work with sending emails only during business hours work?

Prospects are sent the email at the start of business hours for the program’s time zone on the scheduled date. Prospects that arrive on the step after the end of business hours on the scheduled date are skipped and don’t receive the email.

How do waits work with sending emails only during business hours?

When you customize business hours for sending email, wait periods still count each day. If a wait period expires outside of business hours, the email sends at the next available time. For example, if email A sends on Wednesday, and Email B has a three-day wait, the wait ends on a Saturday. Email B sends when business hours resume on Monday.

I just want to send a series of emails to my prospects. Can I do that?

Yes. You can use Engagement Studio to send a simple series of emails, without branching paths based on engagement or other prospect criteria. Build a program made up of only Send Email action steps. You can set a cadence for your emails, or choose the exact dates for each email send.

Why can't I select my Custom Field for use in the Engagement Studio Program?

The Custom Field of type CRM User is available in other automations but not in Engagement Studio Programs.