How does email response work? - Online Help | Zoho Campaigns

How does email response work?

The email response component allows contacts to enter workflows based on their responses to emails sent to them. The email response action is in the Send Email and A/B Test components of the workflow. To use the email response action, simply enable the toggle on the components above. You can create new paths within the workflow based on their responses to the emails sent to them through the above components.
To qualify for this process, contacts must have responded with one or more of the following email actions:
  • Delivered - When contacts have received the email used in the workflow.
  • Opened - When contacts have opened the email used in the workflow.
  • Replied - When contacts have replied to the email used in the workflow.
  • Ignored - When contacts are ignored because their topic doesn't match with the topic set up for the workflow.
  • Clicked on any link - When contacts have opened the email and clicked on any of the links in the email content.
  • Clicked on specific link - When contacts have opened the email and clicked on a specific link in the email content.
Contacts will enter into further processes of the workflow, continuously, as and when they satisfy the conditions selected above, resulting in the same contact entering multiple paths in the workflow at different times.

Let's take the scenario below:
Say you are creating a workflow for an event 'Zylker'. You use the list entry trigger for all the contacts who've attended the event. After adding the send email component to the canvas, where you've created a Zylker sale email campaign, you've enabled the email response action. The responses you've selected are delivered, opened, and clicked on any link. Refer to the screenshot below.

A number of contacts enter the send email component and are met with the above  response conditions. (They should have received the Zylker Sale email, opened it, and clicked on any link in it.)
  • A few contacts would meet all the three conditions.
  • A few contacts meet only one or two of those conditions
  • A few contacts would not meet any of the three conditions and therefore will not enter into further paths of the workflow.
As soon as a contact Sophia enters the component, she meets all the three conditions. She has received the Zylker sale email campaign, opened it and clicked on a link it. So, Sophia will enter all the three paths of the workflow. For receiving the email, she is assigned a new tag. For opening the email, a score is added, and for clicking a link in the email, she is added to a new list. Refer to the screenshot below.

At first, when another contact named Lucas enters the component, he meets only one condition. He has only received the Zylker email, and therefore only enters that path of the workflow where he is assigned with a new tag. After a few days, Lucas opens and clicks on a link in the same email, which has him qualified to enter the other paths of the workflow. For opening the email, Lucas has a score added, and for clicking on a link in the email, he is added to a new list.
The email response component allows Lucas to enter the various paths of workflow as and when he satisfies the conditions. This results in the same contact being present in various paths, performing multiple actions in the same workflow.
With the email response component, contacts will continuously enter further processes of the workflow as and when they satisfy the selected conditions.

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