Response States

The management console allows you to define up to 20 different response states to identify a member's current state within a Campaign.

A simple retention Campaign may have five states defined - for example, not sent, email sent, failed, completed web form and purchased.

In the following diagram the the boxes represent the defined response states and the arrows represent an action taken to move to another state. For example, to move a member's state from Not Sent to Email Sent a Message is posted to that member.

Each response state may have between zero and five different properties specified:

• Contacted
• Failed
• Responded
• Open
• Converted

The properties are not mutually exclusive. That is, a state could have both the responded and converted properties, representing a Campaign member that has both responded to a Campaign and been converted to the Campaign's desired outcome.

For example, a state of Purchased may have the Contacted, Responded and Converted properties all checked.

The desired outcome will differ depending on the Campaign - it may be purchasing a new product, or signing up to test drive a new model of car.

One response state can be specified as the default. Any Contacts that are added to the Campaign without a response state specified will have the default state applied.

Campaign members can be targeted or matched by a Filter based on response state by using Campaign member state targeting Filter criteria.

Response state statistics can be viewed in the Campaign response summary report or individual member's states can be viewed and edited from the member details dialog.