I have an automation which sends an email, then waits for reply up to X time. After X time I have a condition to check whether the reply happened. I’ve set reply tracking but cannot add this automation in the tracking, as it only allows to create a new one. Eventually, replies aren’t received in the automation and the condition fails.
The “wait until” condition will simply wait until the contact has replied to an email. If you don’t set a condition “for up to 10 minutes” they will wait there forever. Unless they reply.
For this to work, the email ***_Email 1 needs to have Reply tracking turned on in the settings of the email.
I am not sure what you mean that you “cannot add this automation in the tracking, as it only allows to create a new one.” Can you give me a bit more details on that?
A few other things:
10 minutes might be too short to wait for a reply.
You could also use a “Wait” action for ~3 days, with a “Goal” action below it. Set the Goal action to jump when the contact replies to an email. That way the automation will wait for 0-3 days, but as soon as the contact replies, it will pull them out of the “Wait” action to the goal condition.
I am not sure what you mean that you “cannot add this automation in the tracking, as it only allows to create a new one.” Can you give me a bit more details on that?
I wasn’t sure whether the only way to automate the reply is adding it via the email setting (see image), allowing only creating automations which start from the reply, as opposed to have the reply automation in the middle of the process (see example in the screenshot at the beginning of this thread).
Anyways, I understand it can be also a part of a complete automation as not only the initial trigger.
The reason I was confused, was that reply tracking didn’t work so I thought the problem was my misunderstanding of the configuration. Reply tracking seems to be very shaky, replies are received hours late or not at all. I’ve already opened 2 tickets on this issue: https://help.activecampaign.com/hc/en-us/requests/473211 - response was:
Our team have identified and addressed this issue— the system is going through the backlog/queue but going forward these should work as intended.
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