Account Engagement Engagement Studio Triggers are Not Detecting Activity

Triggers without a wait period will immediately check whether prospects have taken the specific action in the node. This means that oftentimes there is not enough time for the action to be taken by the prospect before they are evaluated on whether the action was taken or not. Therefore, they are instantly moved down the ‘No’ path to the next node in the program.

**Example: A ‘Send Email’ node is created followed by a Trigger node looking for any link click in that specific email. Once the email is sent, the prospects will progress to the link click node. Since there is no wait setup, the prospects are instantly evaluated to see whether any of the prospects clicked on a link. This happens just seconds after the email is sent so there is not enough time for the prospect to open and click on a link in the email.
 

Trigger nodes can only view activities that occur while the program is running and within the time specified on the node itself. Trigger nodes will not evaluate activities the prospect took before the program was started, before the prospect was added to the program, while the program was paused, or after the prospect was processed through the trigger node. Likewise, if a program is set to repeat, it will only look for activity which has occurred within that specific loop of the program. In other words, if a prospect clicked a link on their first loop, that same click would not be counted again for a second loop. 

- Engagement Studio can’t see activities taken before the program was started. Those activities will not count against any triggers setup within the program
- Engagement Studio can’t see activities made before a prospect is added to the program. Those activities will not count against any triggers setup within the program
- Engagement Studio can’t see activities made while a program is paused. Since the program is not “Running” those activities will not be taken in to account once the program is restarted.
- Activities made after a prospect has already been processed through a trigger node will not be evaluated. Since the prospect has already gone through the trigger and evaluated any activity made afterwards will not cause the prospect to go down the other branch. The activity will show on their prospect record and email reporting.

For ‘Specific Link’ triggers, users can choose a specific link from an email sent in the Engagement Studio program. It’s possible to select the wrong link from the email which would cause all prospects to go down the ‘No’ path if the link does not exist in the email you select.

Note: Changes made to an email template will not automatically change Email Click node criteria. For Example, if a link is selected for a Trigger node from an Email Template and the link is changed in the template, the trigger will not update automatically. It will keep the original link inserted in to the node even if it no longer exists in the email template.