Pardot Knowledge Base

Engagement Program FAQ

Last Updated: Dec 08, 2016 | Print this Article
 

We've compiled answers to our most frequently-asked Engagement Program questions here.

How long does it take my Engagement Program to start sending emails after I unpause it?

Once you unpause an Engagement Program, it should start sending emails within an hour.

How do I send a series of emails without checking for clicks or performing additional actions?

To send a series of emails without checking for clicks or performing additional actions, just add Send Email actions without other triggers, actions, or rules.

What happens if a prospect is removed from a recipient list and later added back?

If you remove a prospect from a program's recipient list and later add them back, they will resume where they left off (instead of starting over again).

What happens when a waiting prospect is removed from a recipient list or added to a suppression list?

If a prospect is waiting at a step and is removed from the recipient list or added to a suppression list, that prospect will no longer be an active member of the program. If the prospect is later added back to the recipient list or removed from the suppression list, Engagement Studio will not adjust the wait time for the prospect. The prospect will move through the step at the date and time that was originally scheduled.

For example, a prospect is waiting on an action step, on day 2 of a 5 day wait. The prospect is removed from the recipient list — which removes them from the program — for 5 days before being added back. When the prospect joins the list again they will be at day 7 out of the original 5 day wait. Engagement Studio will recognize that the prospect has waited long enough, and will immediately apply the action and move them through the step.

What happens when a prospect is removed from a static or dynamic list used for a program?

If a prospect is removed from a list that is being used for a program, they will stop moving through the program.

Can I add more prospects to a program that's already running?

Prospects can be added to a running Engagement Program, regardless of what step the other prospects have reached. Every time a new prospect is added to the Engagement Program's recipient list, they will start at the beginning.

How do I stop an Engagement Program?

You can pause a program at any time. Just open your Engagement Program, and then click Pause.

How do waits work when I pause a program?

For any prospects that are currently in a step with a wait, the wait is stopped when a Engagement Program is paused. If a prospect has started a step with a wait, they will remain exactly where they are until the program is unpaused. Once the Engagement Program is resumed, the prospect will finish the wait before moving to the next step.

For example — a prospect is on day 1 of a 4-day wait in a step, and the Engagement Program is paused for 5 days. Once the program is restarted, the prospect will finish the remaining 3 days of the wait before moving to the next step.

Note: If a prospect was sitting on a trigger set to wait up to a maximum number of days when the program was paused, and they performed the activity the trigger was listening for (for example, opened an email, submitted a form, and so on), they will immediately go down the yes path once the program is unpaused.

What do I do if I want to add new emails to a running program?

You can add new emails to an Engagement Program at any time by editing the program. A prospect will only receive emails that you add after their current program step. The system will not retroactively send new emails to prospects who are already farther along in the program.
Note that if you add a new step before an End step, only those prospects that haven't reached the end of the program will go through the new step.

What if I want to switch out a template I'm using in a program?

To change an email template in an Engagement Program:
Note: If your program is currently running, you'll need to pause it before you can change email templates.

  1. From the Build tab, click the blue Send Email icon for the email template you want to change.
  2. Select a new email template from the dropdown.
  3. Click Save.
Changing an email template will not resend the email to prospects who have already completed this step in the program.

How many Engagement Programs can I have at one time?

You can have up to 20 running Engagement Programs at one time.

Will a prospect receive the same email template twice?

This question depends on when your Pardot account was created and whether your account has multiple prospects with the same email address.

Account Created  Default to...  Notes 
 Before December 5th, 2012 Will NOT receive email template more than once If the prospect has already received the email template from another Engagement Program, autoresponder, or automation rule, they will NOT receive the same email template again. However, if you used that email template in a list email or a one-to-one email to the prospect, then the program will send them the email again (regardless of the account setting).
 After December 5th, 2012 Will receive email template more than once If the prospect has already received the email template from another Engagement Program autoresponder, or automation rule, they WILL receive the same email template again.

Your account administrator can change this setting to allow/disable sending email templates more than once in Engagement Programs by navigating to Your email > Settings > Edit Account >  and marking or unmarking Drip/Engagement Programs: Allow email templates to be sent more than once to the same prospect.

Note: If you have multiple prospects with same email address on different Engagement Programs, it is possible for them to receive the same email template as another prospect with that email address.

What if I want a prospect to receive the same email template twice across multiple Engagement Programs?

A Pardot administrator can enable your account to allow email templates to be sent to the same prospect more than once from multiple Engagement Programs by by navigating to Account Settings > Edit Account > mark or unmark Drip/Engagement Programs: Allow email templates to be sent more than once to the same prospect.

Regardless of if the prospect already received the email template from another Engagement Program, autoresponder or automation rule, the prospect will receive the email again. Likewise, this setting can be disabled if you want an email template to be sent only once to the prospect via Engagement Programs, autoresponders or automation rules.

If an Engagement Program is set to only send during business hours, how do waits work?

If you have enabled "Only send emails during business hours (10am-4pm M-F)", wait periods will still count weekends, but emails will not be sent outside of business hours. For example, imagine your Engagement Program looked like this:
  • Send Email 1.
  • Wait 3 days. Send Email 2.
  • Wait 4 days. Send Email 3.

If Email 1 was sent on Wednesday, the 3-day wait before sending Email 2 would be complete on a Saturday. With Only send emails during business hours enabled, Email 2 would send on Monday. After the 4-day wait, Email 3 would send on Friday.

My prospect completed a form I used in a trigger. Why didn't they go down the yes path?

If your form is on a Pardot landing page, a form view or completion will not satisfy a form trigger. Use a landing page trigger instead.

When can I see how many prospects have completed a certain step in a program?

Tooltips at each step show how many prospects have passed through that step in the program. Click the step for real-time information about how many prospects are currently waiting.

What happens if I correct an invalid email address that bounced?

If an Engagement Program email to a prospect bounced due to an invalid prospect email address, you must resend the bounced email after you correct the prospect's email address. The Engagement Program will not resend the email that bounced. To resend, you can click the email address within the prospect record and then select the email template that you would like to resend.

Why is my tooltip value different than my sent value on an email send step?

Tooltips show the total number of prospects who have passed through a step. If a prospect is unmailable (marked as "Do Not Email" or "Opted Out") they will still pass through an email step but the email won't be sent to them. This could make the sent value lower than your tooltip value.

If I add a wait period to an action, does the wait happen before or after the action?

The wait period occurs before the action.

Notes about Time

Engagement Studio treats time differently depending on the step type and timeframes you've set on the step.

Actions

  • Immediately: Engagement Studio will apply the specified action once the prospect hits that step.
  • Wait: Engagement Studio will apply the action once the specified wait time has elapsed.
See Engagement Studio Trigger, Action, and Rule Reference for a complete list of actions and definitions.

Rules

  • Immediately: Engagement Studio will evaluate the specified rule criteria once the prospect hits that step.
  • Wait: Engagement Studio will evaluate the rule criteria once the specified wait time has elapsed.
See Engagement Studio Trigger, Action, and Rule Reference for a complete list of rules and definitions.

Triggers

  • Wait up to a maximum of: Engagement Studio will wait for the specified activity/event to occur between the time the prospect landed on the trigger step and the end of the specified maximum wait period. For example: a prospect started a program on Monday at 3:00 PM and landed on an Email Link Click trigger on Monday at 3:01 PM. In this case, Engagement Studio would listen for an email link click between Monday at 3:00 PM and Thursday at 3:00 PM, because the wait period is set to a 3 day maximum in this example.
  • Wait: Engagement Studio will hold Prospects on the trigger for a specified period of time. Prospects will not move off the step until the specified amount of time has elapsed. For example: If a prospect started a Program on Monday at 3:00 PM and landed on step B on Monday at 3:01 PM — Engagement Studio would wait until Thursday at 3:01 PM before sending the Prospect down the yes or no path of the Trigger (because there is a 3 day wait period).

Notes:

  • If the prospect has performed the activity/event on a trigger at any point since entering the program, they will immediately proceed down the Yes path when they reach a trigger with a wait up to a maximum of time specified. For example: Step 5 is a trigger that listens for a prospect to fill out Form D. If a prospect has filled out Form D at any point between starting the program and reaching Step 5, they will immediately proceed down the Yes path when they reach Step 5.
    On a trigger with a wait period specified, the prospect will stay on the step until the wait period has elapsed.
  • If a trigger has a wait of 0 days, all prospects will be sent down the No path.

See Engagement Studio Trigger, Action, and Rule Reference for a complete list of triggers and definitions.

Pausing a Program

For any prospects that are currently in a step with a wait, the wait is stopped when a Engagement Program is paused. If a prospect has started a step with a wait, they will remain exactly where they are until the program is unpaused. Once the Engagement Program is resumed, the prospect will finish the wait before moving to the next step.

For example — a prospect is on day 1 of a 4-day wait in a step, and the Engagement Program is paused for 5 days. Once the program is restarted, the prospect will finish the remaining 3 days of the wait before moving to the next step.

Not what you're looking for? Check out these other articles:
Engagement Studio Overview
Trigger, Action, and Rule Reference
Creating Engagement Programs
Testing Engagement Programs

Need more? Start a conversation with other Pardot users in our Success Community