Response prompt reactivation not reactivating as expected

Issue

When selecting a response prompt campaign on an inactive Lead/Contact, the most recent responded Campaign Member doesn’t reactivate. Instead, FCI inserts a previously-selected response prompt campaign.

Cause

If the selected campaign is enabled to trigger reactivation, the reactivation criteria may need to be broadened in the Reactivation section of the main configuration. If it’s not enabled to trigger reactivation, then the relevant setting is found in the Response Prompt section.

Solutions

First, navigate to the main configuration (Set-up >> Installed Packages >> Configure >> Response Prompts). If the campaign you selected in the response prompt has “Trigger Reactivation = False,” then it will become the active campaign member on the lead/contact when selected.

Solution 1

If you would like this campaign to trigger reactivation when selected and “Trigger Reactivation = False” is set for this campaign, update this field to True and select “Save and Return to Main” at the top of the page.

Solution 2

If the campaign you selected has “Trigger Reactivation = True,” return to the main configuration and open the settings under “Reactivation.”

On the Response Prompt Reactivation Scenario, select the dropdown arrow next to “Edit” to view your reactivation settings.

First, check to see if the reactivation scenario says (Enabled) in green letters. If it says (Disabled), select Edit, then set “Yes = True” at the top of the configuration setting. Then click “Save and Close.”

Next, navigate to Timeframe and check “Days to look back.” This is the number of days the reactivation scenario looks back to consider Responded Campaign Members eligible for reactivation. If the campaign members in the campaign history of the Lead/Contact you’re trying to reactivate originated before the beginning of the lookback period, they will not be eligible for reactivation. To fix this, select Edit, then update the number of days in the lookback to a longer lookback period. Then click “Save and Close.”

Next, check the “Eligible Response Status Values.” These values are the response status values that the reactivation scenario will consider as eligible for reactivation if the Responded Campaign Member falls within the lookback period. If the Campaign Members in the campaign history of your Lead/Contact have status that does not appear on this list, then they are not eligible for reactivation. To expand this list, select Edit. Scroll to the eligible response status section. Select a response status you’d like to add from the “Available” list, then click the right-facing arrow to move them into the “Selected” list. Repeat with all statuses you’d like to add, then click “Save and Close.”

Solution 3

If the most recent responded campaign member on the Lead/Contact you tried to reactivate has met all of the above criteria and still isn't reactivating, the next step is to inspect the settings of the campaign associated with the most recent Responded Campaign member in the campaign history.

On the campaign itself, there will be a section called “FCI Configuration” or something similar. In this section, you should find an “Exclude from Reactivation” field.

If this field is set to True, then any campaign members from this campaign will be ineligible for reactivation. Setting the field to False will enable them to become eligible for reactivation.