Recurring Automation

Introduction

If desired, the automation engine can be enabled to allow a record to run through a workflow multiple times. To enable recurring automation for an automated track, you must check the box 'Yes, this automation track can be repeated by the same Target more than once' within the Settings.

Once Recurring has been enabled, you will configure how many times a Target may qualify for an automation track (i.e 3). You can increase the amount of recurrences at any time even if a workflow is active.

Next, you will determine how long the system will wait from when a Lead qualifies for a workflow again. Note that the delay timer begins from when a lead is initially enrolled in the automation track, NOT when they end/complete their run.

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Definitions

In order to understand how each condition matches a Target for recurring automation, here are some terms to identify and separate how the system is matching records.

Object ID - A unique identifier associated with an Object. Automation tracks will only qualify a Target associated with an Object ID once. In the example below, if 3 Landing Page conditions or the 'Any form-->successful conversion' is used, a target may qualify up to 3 times.

Object - a unique activity or touch point (i.e a Call created in the CRM, a Landing Page Conversion, Specific Site Visit).

Non-repeatable - a Target cannot run through an automation track more than once based on the Object parameter (in most cases, aggregate data i.e Landing Page-->No conversion will not qualify for multiple recurrences)

Condition Matching

Multiple Conditions can be used within a Condition Block using either Match All (AND) or Match Any (OR). To explain.

To best explain how the automation engine will qualify Targets for multiple recurrences, let's use the example below of a condition block with 2 conditions in it, Condition A and Condition B.

If we use the Match All setting, once the Target qualifies, they will enter the automation. Since Conditions rely on unique Events or Data Objects with Unique ID's or time stamps, the Target will NOT qualify for the automation track again until both Conditions A and B have a new Object ID to match a Target.

Example: If you combine a CRM-Call Condition and Web-Activity Condition, using the Match All setting, there must be an entirely new Call and Website activity session that were not previously matched in order for a Target to qualify for another enrollment in the automation track. We won't borrow from a previously matched unique Event or Data Object in Condition A and then combine it with an entirely new Event or Data Object in Condition B, in order to re-qualify a Target for a new enrollment in your automation. Both Condition A and Condition B must be new and not previously matched to qualify the Target for a new enrollment.

If we are to use the Match Any setting, the system will check each condition separately. Using the same example of combining a CRM-Calls and Web-Activity conditions, if the Target meets both conditions, they will be matched for the workflow twice (once for each condition match). If another unique call and unique web-session is logged, the Target will be matched an additional two times.

Conditions that ARE NOT eligible for recurring:

There are several conditions where recurring automation will not apply.

• Geography

• Scoreboard

• Tags

• Target List
  

Conditions that ARE eligible for recurring:

Landing Page
By using the 'Any Form-->Successful Conversion' or 'Abandon', a Target may match a workflow multiple times. You can also combine multiple Conditions (OR/AND) for Landing Pages, identifying specific forms.
Operators that cannot be used for recurrence - 'Any Form-->No Conversion'

Web-Activity

Each time a Target visits your site and meets the criteria (each site session has a unique Object ID), they will match into the workflow.

Not Available: Web Activity options that cannot be used for recurring are Total Visit Duration, Total Visits, Unique Page Views

Social Activity

Each social sharing activity by campaign can match a Target into an automation track

Data Fields

Each time a data-field is updated to the value of the condition, a Target will match into the workflow. This is done by looking at the Date Modified timestamp of the CRM or Marketing List. Note that the data-field's value must be changed and reset to the condition value in order for a Target to match multiple times (i.e Data Field = X for a workflow, runs through the automation track. Data field is then changed to Y, when the data-field is changed back to X again, Target will run through another time). Also note that certain data fields will not qualify for multiple recurrences. These are Email Address, Name, Date Created in CRM/Date Added to INBOX25.a unique activity or touch point (i.e a Call created in the CRM, a Landing Page Conversion, Specific Site Visit).

Not Available: Operators that cannot be used for recurrence - Is Blank/Empty (for Custom data fields only)

Campaigns

Every time a Target completes the intended action (I.e Opens, Click-thru) they will match into a workflow. Be mindful of using the Open operator as recipients may forward an email which will count as an open for every person who opens the forwarded email, and some clients allow an email to be 'opened' without the recipient actually reading the email campaign (i.e Gmail's mark as read and Outlook's preview)

Operators that cannot be used for recurrence - Did Not Open (if a specific campaign is identified, but does work for 'Any' Campaign)

Opportunities
When an Opportunity is updated or a new Opportunity (Object) is created that matches the criteria for the condition/s, the Target will be entered into the workflow. Note that even if a data-field within the specific Object is updated, the Target will still only match once.

Calls
When a Call is updated or a new Call (Object) is created that matches the criteria for the condition/s, the Target will be entered into the workflow. Note that even if a data-field within the specific Object is updated, the Target will still only match once.

Meetings
When a Meeting is updated or a new Meeting (Object) is created that matches the criteria for the condition/s, the Target will be entered into the workflow. Note that even if a data-field within the specific Object is updated, the Target will still only match once.

Support Cases
When a Case is updated or a new Case (Object) is created that matches the criteria for the condition/s, the Target will be entered into the workflow. Note that even if a data-field within the specific Object is updated, the Target will still only match once.

Quotes
When a Quote is updated or a new Quote (Object) is created that matches the criteria for the condition/s, the Target will be entered into the workflow. Note that even if a data-field within the specific Object is updated, the Target will still only match once.

Contracts
When a Quote is updated or a new Quote (Object) is created that matches the criteria for the condition/s, the Target will be entered into the workflow. Note that even if a data-field within the specific Object is updated, the Target will still only match once.

GoToWebinar
When a Target registers or attends a Webinar, they will qualify for a workflow. Each webinar is a unique Object, so a record may only qualify once per webinar. If you use the 'Any Webinar' operator, then a Target will qualify for as many Webinars (Objects) they meet the criteria for.

Not Available: Operators that cannot be used for recurrence - Any Webinar --> Not Registered

Zendesk
When a Support ticket (Object) is created via the ZenDesk integration, a Target may qualify for the automation track. Any operator can be used for this condition.

Chats
When a LiveChat/Olark (Object) chat session is initiated, a Target may qualify for the automation track. Any operator can be used for this condition.

Reporting

For Automation reporting when recurring automation is enabled, you can view each time a Target has matched the workflow, denoted by the Run # column. You can also determine which conditions were met if using multiple condition blocks.

Within the Timeline Intelligence Report, each Touch point will be denoted with an additional note of the Run #

For Email Campaign Reporting, each campaign analytic (i.e Open or Click-thru) will also be denoted with a Run #defined in the Run# column

When viewing actions in the CRM - each unique action (i.e Calls, Opportunities) will be denoted with a Run #.