Autoresponder Stopped Firing

[mjblarson]

Greetings-

Our autoresponder stopped firing about 5 days ago for some reason - I'm worried I missed a notice about an upgrade I needed to make, etc. but would appreciate some troubleshooting to see how I need to fix it!

I've gone ahead and give you all access for 1 week to our SF instance: 00D6g000002hfQu

Thanks for any help you can provide!

Best - M

[CnP.Support.AM]

Good day @mjblarson

Would you please share the order number and the responder name you are expecting to fire so that we can review it?

Looking forward to hearing back from you.

[mjblarson]

Absolutely - thanks for checking things out:

Order 60622-2012121911533102556 should have fired "Chair Ack and Tax Letter - Bettmann" autoresponder

Order 60622-201215123812782 should have fired "Chair Ack and Tax Letter - General" autoresponder

Let me know what I'm missing!

Best - M

[CnP.Support.AM]

Good day @mjblarson

We reviewed the above order numbers and found that for both of them the condition didn't satisfied which is the reason the responder didn't fire.

The first order number# 60622-2012121911533102556 is a recurring transaction but the responder doesn't have recurring as the condition.

For the second order number#60622-201215123812782, you have set the condition for the Campaign i.e. "NOT Is = Bettmann Fund Memorial Campaign" but if you notice there is no transaction Campaign for this order number which result in not firing the responder. If you change the condition to blank then it will fire the responder.

Hope that helps. Please check and let us know if we can be of any further assistance.

[mjblarson]

Awesome - thank you for doing that digging...I knew it must be some detail I'd overlooked. A couple follow-up questions so that I'm fixing this correctly and know what to do in the future:

For recurring transactions, do I need to set up a NEW autoresponder the way I did for future payments? If I just click recurring on the existing autoresponder, I think it will only fire for transactions that are Credit, Other Payment Type, AND recurring...yes?

For order #60622-201215123812782, I'm still a little confused....when I look at that order in C&P, I see a campaign designated - Annual Fund. I can find other transactions with that campaign and they fired, so I'm not clear what is different about this one?

Thanks - M

[CnP.Support.AM]

Good day @mjblarson

1. Yes, it will fire only when all the conditions match. However, you need to create a new responder with the condition of recurring.

2. Sorry, but I am not sure where you are looking into it but in this order#60622-201215123812782 doesn't have any campaign associated with it.

Please check and let us know if we can be of any further assistance.

[mjblarson]

Thanks - I'm seeing a campaign listed on the transaction record in Connect - screenshot attached. I looked at some other records and the campaigns match, but this one didn't fire. What am I missing?

[CnP.LiveSupport.AB]

Order 60622-201215123812782 has a CONNECT Campaign of "Annual Fund", but no Salesforce Campaign.

Only 30-40% of C&P customers are Salesforce users - so Campaigns in CONNECT are totally different from Campaigns in Salesforce - similar concept, but as far as assigning to a chunk of data, totally different.

So, 60622-201215123812782 in Salesforce:




The CONNECT Campaign Alias is a unique identifier for the CONNECT Campaign- you cannot use the same alias for multiple CONNECT campaigns.

And 60622-201215123812782 as you see it in CONNECT:






So you may ask, why doesn't the order have a Salesforce Campaign:

because in CONNECT:




HOWEVER, before you type "Annual Fund" into this Salesforce Campaign section, please review "Donor Management with Salesforce: Assign Salesforce Campaigns"

because setting the Salesforce Campaign here requires some additional configuration, and it is not the recommended way to assign C&P transaction records and their opportunities to Campaigns in Salesforce.