If/then branch

[HTay]

Hi, Need some help troubleshooting a if-then branch in the workflow. 

I want Email #2 to be sent automatically if people do not reply to Email #1 AFTER 7 days. 

But this isn't happening. Instead, the 'history' tab shows that people are being diverted to the terminal node on the right "If reply stop email".

Can someone help? Thanks in advance.

[karstenkoehler · Accepted solution]

Hi @HTay,

First off, have you set up marketing email reply tracking?

Looking at your workflow, the if/then branch itself seems to be the issue.

You are sending email #1 and then waiting seven days. After those seven days, you're checking whether a contact last replied to an email more than 7 days ago.

• This would be true if they last last replied 14, 180 or 365 days ago. They receive the email.
• It would be false if they replied within the last 7 days or not at all – the last of which is the most likely. That's why you're contacts are probably mostly going into the right branch. If they have never replied to any email, nothing happens.

The solution here would be to change the branch to: "Last marketing email reply date is less then 7 days ago"

• True: Do nothing (happens when Last marketing email reply date is 6, 5, 4, 3, 2, or 1 day ago)
• False: Send email (happens when Last marketing email date is unknown or more than 7 days ago)

You can of course specifically spell out that nothing should happen if the reply date is more than 7 days ago OR unknown, but the above should achieve the same.

Hope this helps!