Why is my program not advancing after it passes the execution date?
A program was set up with a one month delay on a decision. Contacts entered the program on February 5th, but by March 7th contacts did not advance to the next object. When you set a 1-month delay in a program, it is not a calendar month, but 30 days (sending on the 31st day). So, for contacts that enter a program on February 5th, the next step would not be triggered until March 8th.
Why can't I download the Direct mail/Telesales/Lead export file from the email alert?
After the password is entered on the Secure file download page, I receive the Download started message but the download never starts.
If this scenario occurs, you might:
- Double-check that you're using the correct password.
- Review your password to ensure it contains only allowed characters.
- If you need to reset your password, wait at least 10 minutes before you attempt to download the file again so that any previous failures are cleared.
If the download is still not triggered after you try these suggestions, contact Support for further assistance.
Can I restore a deleted program?
Unfortunately, a program and any associated reports such as reporting metrics, cannot be restored after it is deleted.
Instead of deleting a program, you can deactivate it in the programs Settings. When you deactivate a program, those contacts are paused on the current step where they are. Emails may already be scheduled to send depending on how long the program has been active.
How many programs can run at the same time?
Each organization has 10 programs upon setup but this number can be increased by contacting client support. You can view your quota for active programs on the View programs page. Look for Using 1 of 10 active programs above the list of programs to see how many active programs you are using.
How many objects can my program include?
In a program, each step, update profile, percent split, decision path and decision node is counted. Redirects and exits are not counted in the object limit. As a user approaches the allowable limit of 200, a notification displays. When the object limit is reached, the palette is disabled and no more objects can be dragged onto the canvas.
Why programs using a transact database won't send email?
Contacts that enter a program when they opt into a database do not include the event of being opted in as a result of a transactional action. Opting in refers to when a recipient goes to a web form or a form that is built by using the AddRecipient or UpdateRecipient API. The recipient opts into your database by choice to receive your emails.
A transact database is merely a log of a transaction that is performed by a recipient.
As a workaround, you can create a query to find the recipients that opted into your Transact database. For example, the query might use Opt in date is today to capture all the contacts that are opting into your database today. Then, you might point the program to this query and set it to check Continuously while the program is active.
Each classic program can activate with up to 300 Tracks and up to 600 Actions.
When you attempt to add more than 300 tracks or 600 actions, you will see a warning and the program will not be activated.