Lead Contact Not MQLing or Becoming Active

Issue

A lead or contact is not achieving Marketing Qualified Lead (MQL) status, or otherwise failing to become active as expected.

For Active Mode Orgs

1. Are you using Nurture Timeout?

If yes, check for the field "Nurture Timeout."

If the Nurture Timeout field has a date populated, the Lead/Contact will not be able to re-MQL until that date has been reached.


Solutions:

• Clear the date on the Nurture Timeout field on the Lead/Contact.
• Update the override field "Bypass Nurture Timeout" on the Campaign from False to True.

2. Is the lead/contact at threshold? Does it qualify to MQL?

On the Lead/Contact object there is a field labeled "FCCRM Threshold", if this field does not display a value greater than blank or 0, then the Lead/Contact most likely is not qualified for MQL. (Most commonly this field will display a value of 100 when qualified)

Solution:

• Check the settings of the FCCRM Threshold formula and verify that the Lead/Contact meets this criteria to qualify for MQL.

3. Are you leveraging Campaign Override settings?

If yes, navigate to the campaign where the response should have become active. Navigate to the campaign settings. In the FCI Configuration section, check to see if the field “FCCRM Campaign Threshold” has a negative value (i.e. -100).

If the FCCRM Campaign threshold has a negative value, any response generated from the campaign will be unable to MQL through adding a response from this campaign to a qualified Lead/Contact.

Solutions:

• Insert a different campaign
• Update your Campaign Override field settings

4. Did you try to manually change the Lead/Contact status from an inactive status to an active status?

If yes, you may have received an error message that reads: "You must select a sales campaign to perform a status change." This is a validation rule that is built into the managed package that prevents a status change to active without a campaign member associated.

In Classic, you'll see this section on the lead or contact layout:

In Lightning, it will look like this:

Solutions:

• Use the response selector to add a campaign member to the Lead/Contact OR
• Add a campaign member to the Lead/Contact through marketing automation, or directly to the Lead/Contact within the Campaign History Related list. As long as the Lead/Contact is at threshold and there are no limiting settings or overrides, it will become active.

For Passive Mode Orgs

1: Does the Lead/Contact have a campaign member associated in the campaign history?

If yes, check the “Active Status” reactivation settings.

Active status reactivation is triggered when the Lead/Contact status is changed from an inactive status to an active status. There are three key settings to examine here:

• Delay time: The period of time that must elapse before reactivation begins. This delay ensures that marketing automation has enough time to sync and insert a response to become an active campaign member.
• Lookback period: The time period during which Full Circle will consider a response eligible for reactivation.
• Eligible response statuses: This list determines if a campaign member with a given response status can be reactivated.

If there are no campaigns in the campaign history, the campaign members are too old to reactivate, or the responses don’t have a status eligible for reactivation. Unless there is a default campaign assigned in the settings, the Lead/Contact will not have a active funnel tracking its progression.

Solutions:

• Extend the lookback period
• Add additional eligible response statuses
• Add a default campaign to the reactivation settings