Active status reactivation not reactivating as expected

Issue

The status was changed on the Lead/Contact to an Active Status, but none of the responded campaign members in the campaign history became reactivated, and no default campaign was inserted.

Cause

When using Active Status reactivation, the reactivation scenario configuration settings will have the most significant impact on enabling reactivation.

Solutions

First, navigate to Active Status Reactivation configuration. To access the reactivation scenarios, click Setup >> Installed Packages >> (Select Configure) Full Circle Response Management >> Reactivation, then select Active Status Reactivation from the dropdown.

Solution 1

Make sure Active Status Reactivation is enabled. Don’t laugh — this turns out to be the problem more often than you might think!

Solution 2

Check the Time Delay setting. Your Lead/Contact may not have reactivated because the period of time determined by the delay has not elapsed yet.

Solution 3

Check the Timeframe. Timeframe specifies how many days to look back for responded campaign members that can be considered eligible for reactivation. If the responded campaign members in the campaign history of your Lead/Contact originated before the beginning of the lookback period, they will not be eligible for reactivation.

Solution 4

Check to see which response statuses are eligible for reactivation. If any of the campaign members have a response status that does not appear on this list, add additional inactive response statuses to this setting to broaden the reactivation eligibility.

Solution 5

First, check the post-reactivation actions. This part of the configuration determines which active statuses trigger reactivation. If the active status that was set on the lead/contact is not shown in the configuration settings, it may need to be added.

Next, check to see if “Apply Default Campaign” is set to “Yes”. If so, and if your lead/contact does not have any campaign history, or if it does not have any responded campaign members that qualify for reactivation and you have enabled a default campaign to be inserted as a fail-safe, this setting will determine if a default campaign should be inserted based on the selected lead/contact status. If “Apply Default Campaign” is set to “No,” then when the active status is set on the lead/contact, the campaign member in the campaign history will not be tracked.

Solution 6

If your Active Status reactivation issue has not resolved by this point, and if you’re not using a default campaign, you’ll next want to inspect the override fields on your campaigns.

Pull up the Campaign History for the the lead/contact you are troubleshooting. Navigate to the campaign(s) for the responded campaign members that you want to qualify for reactivation. Check the FCI Fields section of the campaign associated with this campaign member. Look for the “Exclude from Reactivation” checkbox. If it’s checked, the associated campaign member(s) will not be able to reactivate. Unchecking this box should allow any campaign member associated with this campaign to reactivate.