In the last weekend a new issue came up, and looks like something new.
We have an important workflow for our business, that sets the possibility to phone call (or not call) a contact, based on the funnel stage he/she is in.
We have a workflow “A” with many if/then branches. The user in a step of the funnel enters in the workflow and, after 20 minutes, if the step is the same, the option to call him/her is turned on “YES”. If the step changes, the option to call it is still “NO” and the workflow ends.
The crucial point: if a user “X” enters the workflow, he’s in a step of the funnel (and, so, he is in the 20 minutes waitlist), but in the meantime he changes the funnel stage, he DOES NOT re-enroll the same workflow from beginning because he’s already inside it!
Any possibility to end its workflow and re-enroll from the beginning, when he meets the re-enrollment criteria? I didn’t find any settings to do so… And this is critical for our business
Could you use active lists as enrollment and suppression criteria? I think you’d need to think through the logistics of the lists and how they interact with the workflow, but it might help you catch these ones that are slipping through the cracks.
Could you export an image of this workflow and share it? From what you’ve shared so far, it sounds like this cannot be achieved with suppression lists – as the criterion for re-enrollment would be the same as the one for un-enrollment.
You’d have to approach this a bit differently and take a step back. Usually, these issues can be resolved by breaking one big workflow into multiple smaller ones. What exactly that could look like is hard to say without seeing it, however.
Worst case scenario, you’re cloning this workflow for each Lifecycle stage (is that what you mean when you say funnel stage?). A change from MQL to SQL for example would unenroll the contact from one workflow (where SQLs are excluded) but enroll them in another (where SQLs are an enrollment trigger).