Drip Campaign Exceptions (Dynamic Branding and Servicing)

Dynamic Branding and Servicing enables you to automatically personalize drip campaign emails with recipient-specific From and Reply To email addresses and servicing contact information. Sometimes, however, missing information in Applied Epic or Marketing Automation prevents one of these emails from sending, resulting in an exception. You can view each exception and the reason for it before starting the campaign or while the campaign is in progress. Although you can send a drip campaign that contains exceptions, contacts with exceptions will not receive the campaign email(s).

This article provides a detailed explanation of each possible exception and instructions for resolving it.

Exception Reasons

The following types of exceptions are possible. The table below provides a detailed explanation of each one and information on how to resolve it in Applied Epic and/or Marketing Automation. Some exceptions can be resolved in multiple ways.

In some cases, only an administrator or a user with the necessary permissions can perform the required actions to resolve an exception.

Exception Reason	Explanation	Possible resolutions
Account does not have servicing contact assigned for [Servicing Role]	The contact's Applied Epic client account does not have an employee assigned to the servicing role.	Assign an employee associated to an active user to the servicing role on the Servicing tab of client account detail.
No active user in Marketing Automation for [Servicing Role]	The Marketing Automation user associated to the servicing role has an inactive account.	Activate the user's account on the Users tab of Configuration > Configuration Basics in Marketing Automation. Assign a different employee to the servicing role on the Servicing tab of the client's account detail in Epic. Associate the employee in the servicing role to a different user in Configure > Security > Users in Epic.
No active user in Epic for [Servicing Role]	The Applied Epic user associated to the employee in the servicing role has an inactive account.	Reactivate the user's account in Configure > Security > Users in Epic. Assign a different employee to the servicing role on the Servicing tab of the client's account detail in Epic.
[Servicing Role] has an email address from an unverified domain	The email address of the employee in the servicing role belongs to a domain that has not been authenticated in Marketing Automation.	Authenticate the domain used in the email address in Marketing Automation. Refer to Email Configuration for more information about authenticating domains. Change the employee's email address in Applied Epic to one that uses an authenticated domain.

Viewing and Exporting Exceptions

You can view or export exceptions on a drip campaign that uses Dynamic Branding and Servicing before starting the campaign or after the campaign has begun. Exceptions do not prevent a campaign from starting, but they do prevent campaign emails from sending to the affected recipients.

To view exceptions before scheduling the campaign, click the link beside Exceptions on the Drip Campaign Details page (with the scheduling options). The Exceptions label only displays if exceptions exist.
To view exceptions after starting the campaign, locate it on the Campaigns page and expand it to show all emails. Click the number in the Exceptions column to view the Exceptions list.

The Exceptions pop-up window lists the contacts with exceptions, the reasons, and the last delivery attempt (if the campaign has started). Click on a column heading to sort by that column; click the column heading again to reverse the sort order. Click the Export to CSV button to download the exception list.

Exception Resolution and Email Delivery

It is best to resolve all exceptions as soon as possible, ideally before you start the campaign. Keeping employee information and account-level Servicing Contacts up to date in Applied Epic can help to prevent exceptions from occurring. Marketing Automation syncs user and client information from Applied Epic every night.

Depending on when exceptions occur and when you resolve them, the affected contacts may receive some campaign emails late or not at all. An exception is not resolved until it no longer displays in Marketing Automation.

Resolving exceptions before the campaign starts

If an exception occurs and you resolve it before the first email is sent, the contact receives all emails as scheduled.

Example:

A drip campaign is scheduled for Tuesday, July 5 at 9:00 A.M. but it has an exception.
You fix the exception on 5:00 P.M. on Monday, July 4 and no exceptions display afterward.
All recipients will receive the campaign emails as scheduled, starting on Tuesday, July 5 at 9:00 A.M.

Resolving exceptions after only the first email is sent

If the first email of the campaign sends before you resolve an exception, the campaign is paused for that contact, who will not receive any of the subsequent emails until you resolve it. If you resolve it before the second email is scheduled to send, the contact will receive the first email on the same day or the next day at the originally scheduled time.

Example:

A drip campaign contains three emails to be sent on three consecutive Wednesdays at 10:00 A.M., but it has an exception.
The first scheduled campaign email sends before you resolve the exception, and the affected contact does not receive the first email.
You resolve the exception on Thursday at 9:00 A.M. (the day after the first email is sent) and no exceptions display afterward.
The contact with the resolved exception receives the first email the same day (Thursday) at 10:00 A.M. because that is the scheduled time for the first email (although it is sent the following day). They receive the subsequent emails as originally scheduled.
If you had resolved the exception after 10:00 A.M. on Thursday instead of before, the contact would receive the email on Friday at 10:00 A.M.

Resolving exceptions after multiple emails are sent

If an exception occurs after the second email has been sent from a drip campaign with multiple emails, the campaign is paused for that contact. The contact does not receive any subsequent emails until you resolve the exception. This means that depending on when you resolve it, the third and future emails may be delayed. The following examples explain when a contact with a resolved exception would receive the third and subsequent campaign emails in several different scenarios.

If the exception occurs after the second email is sent but is resolved before the third email is scheduled to send, the contact receives the third email and all subsequent emails as scheduled.
If the exception occurs after the second email is sent but is not resolved until after the third email is sent, the third email is sent on the following day at the scheduled time and all subsequent emails are sent at their configured intervals.
Example:

A recurring drip campaign sends every Tuesday at 8:00 A.M.
The first email is sent to all recipients without any exceptions.
An exception exists when the second email is sent.
You resolve the exception at 9:00 A.M. on Wednesday (the day after the second email is sent) and no exceptions display afterward.
The contact with the resolved exception receives the second email on Thursday at 8:00 A.M. and receives all subsequent emails on Tuesdays at 8:00 A.M., as originally scheduled.

If the exception occurs after the second email is sent but is not resolved until after the fifth email is sent, the third, fourth, and fifth emails are sent on successive days at the scheduled time. All subsequent emails are sent as originally scheduled.
Example:

A recurring drip campaign sends every Monday at 1:00 P.M.
The first email is sent to all recipients without any exceptions.
An exception exists after the second email is sent but before the third email is sent.
You resolve the exception on a Tuesday, the day after the fifth email is sent, and no exceptions display afterward.
The contact with the resolved exception receives the emails on the following schedule:

The third email is sent on Wednesday at 1:00 P.M.
The fourth email is sent on Thursday at 1:00 P.M.
The fifth email is sent on Friday at 1:00 P.M.

The contact receives all subsequent emails on Mondays at 1:00 P.M., as originally scheduled.