Issues in mailchimp auto-campain due to pending contact creation

  • Resolved puresoftrob

    (@puresoftrob)


    3 years, 11 months ago

    Hi there,
    we use the plugin to register a contact in mailchimp with a given tag.
    In mailchimp there is an auto campain with the trigger “immediately after a tag is added to the contact”.

    From time to time we see contacts get stuck in the first automation email
    although their data looks correct (Tag exists an so on).

    That’s why I contact the mailchimp support to help me find the reason for this behavior.
    The support did a registration and also get stuck in the autocampain,… and that’s the answer,.. I hope you can work with.

    Okay, so I think it may be partly because the integration is sending the contact over as pending and that is causing the automation not to be able to add the contact to the queue immediately but their profile shows that the tag was added when they were sent over so it will causing them to get stuck. You may want to set an hour delay on the first step or set the integration to send the contacts over without the pending status, either should work to keep the contacts from getting stuck

    And this is the whole conversation with mailchimp support if this helps:

    Robert
Hi, from time to time we have issues with our auto campain "5-Schritte-Plan". 
Although the first email trigger is defined as "immediately after a tag is added to the contact", emails were not sent. 
A contact registered yesterday at 21:55 with the right tag "5SPlan" but did not receive the first email till now. 

In the automation I see the contact "s*****@an.com" in the queue of the first email.
Since the contact has already complained that she has not received her email I paused the whole campain and resumed it again. After that the email was sent.

So what's the reason for this behavior?
Chat started
Isaac joined the chat
Isaac
Hi, Thanks for contacting us here at Mailchimp Support, give me a moment to pull up your account
Was this the only contact you saw this on? And do you have any that are stuck now?
Robert
Yes the contact "s*****@an.com" was the only one that get stucked. As I wrote I solved the issue by pause and resume the campain. so at the moment no contact is in queue 1.
Isaac
Right, just wanted to see if there were any others so far. How was Sara added to the audience?
Robert
By a WordPress plugin,.. but all contacts were added by this plugin
Isaac
And the plug in adds the tag to the contact correct?
Robert
yes
Isaac
Alright, is there URL to this signup form so I can do a quick test on it?
Robert
https://www.dermipura.com/ .... right after the first box
Title: HOL DIR JETZT DEN 5-SCHRITTE-PFLEGEPLAN!
Isaac
Alright, thank you for that, give me a few moments to look over everything
Still looking into this for you
Just checking in, I'm still working on this for you. Thanks for your patience.
Okay, so I think it may be partly because the integration is sending the contact over as pending and that is causing the automation not to be able to add the contact to the queue immediately but their profile shows that the tag was added when they were sent over so it will causing them to get stuck. You may want to set an hour delay on the first step or set the integration to send the contacts over without the pending status, either should work to keep the contacts from getting stuck
Robert
Will 5 minutes also work instead of 1 hour?
Isaac
It would but there isn't a way to set minutes in the automation, there is only Hours, days, and weeks
You might also want to see if the integration can get rid of the TImestamp data point it is sending over since that may be part of what causing this to occur
Hi, are you still with me? I may have just disconnected for a moment
Robert
ah ok,.. so I will have to open up an issue at the plugin developer side. 
thank you very much for your competent help Isacc !
Viewing 6 replies - 1 through 6 (of 6 total)
  • Thread Starter puresoftrob

    (@puresoftrob)

    Could anybody be so kind and help me on that?

    Hi @puresoftrob,

    In form settings, please make sure the Opt-In setting is set to ‘Single’. The new subscriber status is only set to ‘Pending’ if Opt-In is set to Double, because at that point you’re still waiting for the second opt in.

    https://yikesplugins.com/knowledge-base/opt-in-settings/

    Jon

    Thread Starter puresoftrob

    (@puresoftrob)

    Thanks Jon for you answer!

    The site location is in europe so we have to use double opt-in
    or does this setting has nothing to do with it:

    @puresoftrob,

    Okay, so that makes it a little tricky. The thing is, we can’t mark the user as active initially if you use double opt-in. The point of double opt-in is that you have to wait for a second confirmation from the user that they are in fact interested. That is why the user is originally added with the ‘pending’ status.

    If you can’t use the single opt-in strategy for your users because of the local laws, then you may have to find another way to trigger the automated actions. You can also add that delay as referenced by the support staff, but you still risk the user having not yet confirmed their interest when the automation is triggered. Is there any way to set it to only trigger when a user is given an active status?

    Jon

    Thread Starter puresoftrob

    (@puresoftrob)

    Hi @jpowersdev,
    no … there is an action “after signup” but this is not suitable for us.
    We need to send an email immediately after a tag is added to the contact.
    For new and existing contacts. Think of a download link,.. nobody wants to
    wait an hour for the email to come.

    But now I see why you add the contact as pending, this makes total sense.

    I’ll contact mailchimp support tomorrow. For me it looks like an issue on
    their side. I’ll post my results then.

    Robert

    Hi @puresoftrob,

    I understand, that makes sense. I’ll wait for your update.

    Thanks,
    Jon

Viewing 6 replies - 1 through 6 (of 6 total)
  • The topic ‘Issues in mailchimp auto-campain due to pending contact creation’ is closed to new replies.