Avoid automation reply loops with message limit segmentation

You can set up a group to handle replies through automation or a whiteboard to trigger a specific action as a consequence of the reply event.

There is a risk of a reply loop with this automatic processing. Even if Engage is able to filter out and handle most of the auto-replies, some are not identified or are a legitimate category of replies that are not categorized as bounces. In this case, this can then start a reply loop between the recipient and Engage, where the replies execute the automation, and your prepared system message uses the same group as the initial message.

When using an automation, you can set the event to use Segmentation to filter out repeated sends.

Reply loop fix

1) Create the segmentation

You’ll need to create or update a segmentation to exclude repeat contacts with the following rules:

• Contact Profile > Group Membership

  • Member of a specific group: Select the group that both the main sendout and the automation-triggered reply use.

• Email Activity > Received

  • Received: No

  • Additional Criteria: Message

  • Message Type: Prepared

    • Select the prepared message that the reply event automation sends

  • In Timeframe: Relative Date Range > Before Run

    • From: Before, 1 day before the run date (Adapt this timeframe according to your needs)

    • To: On Run.

2) Update the Event Automation

1. Go to the Engage > Automations > Event-Based.

2. Look up the event automation that processes replies, and select the tick box for the chosen automation. Then click on Deactivate at the bottom of the page.

3. Edit the automation by selecting the pencil icon.

4. In Edit Define Event, scroll down to Define Segment. If you already have a Segment defined, you’ll need to cancel the changes to the automation and add the appropriate steps to that automation. Otherwise, select the segment created in section 1 above.

5. To return to the event automation list, click on Edit Job at the bottom of the page, then Time Frame, and finally, Save and close on the last page.

6. Lastly, tick the selection box for the automation and click on Activate.

Result

After a message from your group is sent out, a recipient replies. The group reply settings trigger the reply automation, which in turn triggers the segmentation.

If the recipient has not received the message defined in the segmentation in the corresponding timeframe, then the automation will send that prepared message.

If the recipient has already received a message within the defined timeframe, then the segmentation will exclude that contact. No subsequent messages will be sent, stopping any reply loop.

Document Technical Reference: h75nt