Autoresponder WID trigger not firing

[danowens]

I have an autoresponder receipt email that should be sent in every case except for 2 specific checkout page WIDs. So, it looks something like this:

Checkout page WID NOT Is XXXXX
WID NOT Is YYYYY

However, the receipt is still being sent in the case of YYYYY which is confusing our donors.

[CnP.Support]

Good day @danownens:

Have you set up the conditions as part of a single Autoresponder or two Autoresponders?

[danowens]

There are actually more than 2 autoresponders in this case because there are different responses depending on whether it is a recurring transaction as well, so in all there are 4 email templates looking for specific WIDs (or not) and whether it is recurring (or not).

[CnP.Support]

Good day @danowens:

The Autoresponders are "AND" with all the conditions. You need to make sure that all Autoresponders follow the same logic since Autoresponders act independently. For example:

If in one Autoresponder you have:

WID <> 123
WID <> 345

An email will be sent for WID=456

If you have one other Autoresponder with the following:

WID <> 789

Then WID = 123 will be sent out for the second Autoresponder even though the first autoresponder did not fire.

If the above does not help please give us access to your account so we can review and find out the issue.

[danowens]

That is helpful information. Knowing that there is an implied "AND" between conditions helps me set these up better but unfortunately makes it more difficult and even quite confusing. In the scenario I was describing earlier, there are 2 autoresponder templates that are configured to fire when one of a couple different WIDs are used. So in this case we have:


WID = 123
WID = 456

I assumed the conditions must have an implied "OR" between them. If they don't and, as you said, are "AND'ed" together, then it should never fire, because there would never be a case where we have both WID 123 AND 456 being used. What this will force me to do is create a duplicate of the template and use one to fire when WID = 123 and the duplicate for when WID = 456, and more and more duplicates for each future WID.


May I request for a future release, a simple dropdown between conditions to allow us to choose the operator? That way, a single template could be used with more flexibility.

[CnP.Support]

Good day @danowens:

Let me clarify this further since I might have confused you a bit - I also think one of my comments was not correct.

There are several conditions:

• Payment methods
• Payment Status
• Recurring
• Campaign
• Checkout Page WID
• SKU
• Payment Amount
• Custom Question

In between the categories the logic is AND and in each condition the logic is OR.

So in a similar scenario the logic is as follows:

If Payment methods = true AND Payment Status = true AND (Checkout Page WID = 123 OR Checkout Page WID = 234) AND Payment Amount = true

and by "True" I mean the logic of OR in the Category returns True.

Hopefully this further clarifies the logic.

As for your suggestion- I agree that one can do a lot with this and we had your suggestion designed in the initial design but was later removed since it was adding a big layer of complexity to the page. Please note that our clients range from those that love to learn and explore the unknown to those that are allergic to reading. We have to continuously work on simplifying features at the cost of flexibility. People at times complain that the Settings area is complex even though they don't have to use it - the flexibility we offer is considered available and naturally needs to be used without having to read the instructions. Creating a balance between flexibility and complexity/simplicity is quite hard.

The complexity of allowing AND, OR, XOR, NOR, NOT, etc. requires understanding not only the logical arguments but the orders of execution with parenthesis.

How else will you be able to do the following

(WID = 123 OR WID=234) AND (WID=455 OR WID = 555)

if we allow selection of AND / OR we have to allow for parenthesis to separate the logic otherwise people will be confused - what will the following return?

WID = 123 or WID =234 AND WID = 455 OR WID = 555

I hope you see the problem. Adding the open and close parenthesis and nested parenthesis is a bit complex to explain and quite hard to make intuitive if one does not know the Boolean logic.

Let me know if we can be of any further assistance.

[danowens]

This does help clarify how the autoresponder settings function, however, I am still experiencing the problem and donors are receiving two receipts for a single transaction and they are concerned. I am concerned.


One autoresponder is set to fire only when one of 3 different WID's are used, and this functions correctly. Another is supposed to fire in all other cases and so it has been setup with 3 "WID NOT IS 12345" parameters. It fires anyway. I have even added a campaign value to a checkout page and included the "Campaign NOT IS abcdefg" and it still fires.


There is a problem in the logic of NOT IS when more than one are configured for a given parameter.


You have access to my account, please check into it and help resolve it.

[CnP.Support]

Good day @danowens:

Your settings is as seen below:


Considering the conditions (in this release 7.x) are based on OR and not AND the above will not do what you are trying to do.

(WID <> 59472) OR (WID <> 69180) OR (WID <> 49494) naturally works for all those 3 since the condition is OR.

We have finalized and are currently testing the AND/OR feature for the Autoresponder setting where the condition among the SETS is set to AND but in each condition, e.g. WID, may be set to AND or OR. This way you may set it any way you want.

Sorry that currently the autoresponder won't work per your setting.

One way you may accomplish this is by adding all checkout pages and use the condition IS or come with an SKU scheme and use the OR condition for each checkout page's items based on the SKU of the item being purchased. You can still do what you wish to accomplish but not the way you are trying to do it.

[danowens]

I have installed version 7.4027 and tested the autoresponders again. Unfortunately they still do not work correctly. Autoresponder 1, with "Not Is" condition values for Campaign and WID fields, works correctly and only sends one response when those criteria are met. Autoresponder 2, however, still sends donors two responses - one for that corresponds to Autoresponder 1 and the other that corresponds to Autoresponder 2. The settings for each are in the screenshots below.

This one sends 2 responses when WID is 59472, 69180 or 49494 despite the Checkout Page settings:

[CnP.Support]

Good day @danowens:

Based on our previous response your finding is correct. Please note that we have AND condition in between filters and OR condition for each filter.

The second one will send 2 because of OR condition.

We have added a pull down option in the next release where you can choose OR or AND for conditions inside a filter.

Hope that answers your question.