- In Hybris Marketing – How does the Logic of Campaign Status – ‘Deactivate & Complete’ or ‘Pause & Stop’ actually works?
- How can we retire and switch a trigger based Campaign from campaign A to B?
Reproducing the Issue
We have a trigger based Campaign A which runs with a delay of 14 days; now we need to deactivate this Campaign and start executing a new Campaign B.
How should transition Campaigns seamlessly from A to B?
- Set up a new version of a trigger-based campaign with a delay of N days (consider N=14 days).
- The new campaign picks up the new triggers and will send the mails after the delay.
- The old campaign was deactivated.
- The old campaign does not pick up new triggers anymore (Right, as per standard).
- But the old campaign also does not keep processing the “pending” mails; so the mails that were triggered between now and 14 days ago.
- Does this status is supposed to keep handling the delayed mails?
Cause
Starting with the release in 1705 the buttons have been renamed:
- “Deactivate” was renamed to “Pause”
- “Complete” was renamed to “Stop“
Deactivate / Pause stops the start trigger, but all follow-up actions are still processed.
Complete / Stop closes the complete campaign, no action (also no follow-up action) will be processed anymore.
Resolution
A) How it works
- Deactivating a trigger based campaign stops the listening to triggers of the initial action of the campaign. Only follow up actions are executed nevertheless as long as the fall within the validity date range of the campaign. This is the difference to the status complete which stops all actions of a campaign completely.
- A typical scenario for this would be an email campaign the sends a follow-up email when the recipient opens the email or clicks a link. Here you could deactivate the campaign and thus stop sending out the initial email but still process the follow-up emails.
- For initial emails that are sent out with a delay this doesn’t work because the delayed email is not considered as a follow-up action. This doesn’t change with release 1709.
B) Example Scenario
You have a trigger based campaign that collects interactions of type NEWSLETTERREQUEST and sends emails with a delay of 14 days. Now you want to switch the process to a new campaign. For this you deactivate the old campaign and start the new one. Now the old campaign stops collecting interactions and the sending of emails while the new campaign starts to collect the interactions and will send the emails with the delay of 14 days. As a result you have a period of 14 days where the interactions get lost.
Resolution:
If you want to switch the process from campaign A to campaign B at a given point in time T you should let campaign B start at T – 14 days and end campaign A at T. During the period between T – 14 and T both campaigns will collect the same interactions. As campaign A stops at T the interactions of the last 14 days will not trigger the emails of campaign A anymore while campaign B will start to send them. So you have a seamless transition between the Campaign A to B.
C) Frequently Asked Questions
Question: If I set the old campaign status “deactivated“, will it stop triggering on new interactions, but continue sending the “pending” delayed messages for the next 14 days?
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- Answer: NO (deactivating a trigger based campaign stops the listening to triggers of the initial action of the campaign. Only follow up actions are executed nevertheless as long as they fall within the validity date range of the campaign)
Question: And will the new campaign (also with 14d delay) NOT pick up those older interactions?
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- Answer: NO
remcojansen | SAP CRM & SAP Marketing Cloud blog 