Classic programs offers a two-way decision point to direct contacts to a certain route based on rules involving profile data, contact lists, behaviors (including universal behaviors and RT criteria), or CRM opportunities when you are using a CRM database. The programs canvas offers multi-path decision routing.
'Yes' and 'No' decisions are used to move contacts in multiple directions.
How 'Yes' path works
The 'Yes' path determines which contacts should stay on the current track. A contact that matches the rule within your program flow is sent to the 'Yes' path. A contact could continue on the same track or be routed to another track in the program. You can define the time period in which this decision is evaluated. The program evaluates the contact against whatever database field values they have at the time they reach the decision.
How 'No' path works
The 'No' path determines which contacts should be moved to another track, including the exit track. A contact that does not match the rule within your program is sent to the 'No' path. A contact could also continue being evaluated until they match the rule for the 'Yes' path.
You can define the time interval in which a contact is routed by the 'No' path. This option is only available when the 'No' path value is set to a track in the program. At the end of the time interval, all contacts automatically flow down the 'No' path.
The 'No' path cannot take an action other than routing to a different track. If you have a decision point in your program that needs an action for the 'No' path, route the 'No' path to a new track and create your action in this new track. For example, you have a decision point where you need to have an action for the 'Yes' path; however, if it is a 'No', you must send out a different mailing. In this case, you might choose to route to a new track where you can send out your email after X days.
Deleting a decision in an active program
Deleting a decision in an active program can result in unexpected movement of the contacts that are currently in it. Decisions can also impact contact routing. If you have a decision that is used to route contacts to another track and you remove the decision criteria, those contacts move forward unfiltered.
Complete the following steps to delete a decision from an active program:
- Open the program.
- Click Deactivate Program.
- On an existing decision, click the bottom arrow and select Delete.
Prevent unexpected results or sends by knowing where your contacts are before you delete a decision. Check the Current contact status to see if contacts have already entered the start track or a particular track that can be impacted by the change. Decide how you want to handle those contacts and place a program or track level move action with rules to ensure any contacts that are impacted are re–routed.
Make a copy of a program to remove all currently participating contacts. If the decision change could impact all of your contacts, you might want to make a copy and delete the decision and re-configure steps as needed.