I submitted a support ticket (#8401949) four days ago and am still waiting for a response, so I’m seeking help from anyone who may have experienced the same issue.
Here’s a summary…
We’ve launched our new onboarding automations and the add tag trigger is not working. This is preventing our new members from receiving and important email series.
Automation #1 / Tripawds Welcome 1: Email 1
In this automation we send a Welcome email. If opened, we add the tag “tri-welcome-sent”
Automation #2 / Tripawds Welcome 1: Sequence 1
This automation is triggered when the tag “tri-welcome-sent” is added to a contact, via the first automation.
However: The tag is not getting added even though recipients are opening the trigger email. Therefor the second automation is not getting triggered.
Multiple contacts have opened the “Tripawds Welcome Email 1” yet the tag is not getting added to their account.
Has anyone experience a similar problem and found a fix?
For anyone following along at home, AC Support got back to me with the following suggestion. Apparently contacts get moved through the system faster than the trigger will add the tag. We shall see…
"Upon checking said automation I noticed that when contacts meet the starting trigger, they get sent the welcome email but because they pass through the ‘if/else’ condition immediately after, when they open the welcome email they have already passed that specific condition.
…adding a wait period between the sending of the email and the if/else condition should solve the problem you’re having with this automation."
I noticed that in your automation, the triggering email is labeled “Tripawds Welcome Email 1 - 03/31/2023” whereas in the contact activity feed it’s listed as “Tripawds Welcome Email 1.” Could these be two different campaigns?
Also, could it be possible that you have a different automation that removed the tag?
