Mautic Condition failing : Mautic is choosing wrong path

Product Support
1

My Mautic version is: Mautic 4.x
My PHP version is:7.4.33
My Database type and version is:5.7.44 Mysql

Here is my scenario:
We have created campaign flow in which contact is getting into via segments.
Contact is receiving Email 1. This email have content about a product and encourage customer to Buy that product. There is a CTA button for BUY.

Then after there is condition check which checks if that product is purchased or not. This condition check is applied on custom field boolean created in custom object. This field name is “purchased”. By default values is 0. When a product got purchase , this value sets to 1.

If product is purchased then Thank you email sent to contact otherwise Reminder Emails.

There are multiple campaigns running with same steps. And contacts can qualify multiple campaigns simultaneously.

Now the issue is - When contact is only in one product campaign and purchasing that product, then that contact is receiving thank you email which is a correct behavior.

But when contact is in multiple product campaign but purchasing any one of the product. Then that contact is receiving thank you email from all the campaigns instead receiving 1 thank you email. The purchase field is 0 even though mautic condition taking this contact to yes path and as a result Thank you email is getting send.

This is the major issues we are facing.
Can you please help us to understand what we can do in order to tackle this issue.

Thank you !

2

Hi

Does the contact go into all campaigns ? If he does as you are holding the field in custom fields the value (once purchased) will always be 1, then he will go down that path.

When working with ecommerce where people can have multiple purchases I like to use Custom Objects plugin which allows for a one to many database, maybe this can solve the issue.

If customer goes into Segment 1 and makes a purchase his value is 1 and gets the thank you mail.
Now if customer goes into Segment 2 and does not make a purchase his value is still 1. Another solution might be setting the value by using “Action” Update Contact.

3

Hi @mikew ,

Thanks your response.

Yes Customer is getting into multiple campaigns.
We are already using custom object plugin, and this field is present in the same table.

When you say , Now if customer goes into Segment 2 and does not make a purchase his value is still 1. ---- No this is not happening.

When a customer is not purchasing then purchase value is not updating to 1 its still 0 which is a correct behavior.

This is only the issue, if purchase is 0 then why mautic condition is sending thank you email, it should sent reminder emails.

4

Hey @ShanKS would you like to jump on a call for 15 minutes to show me the issue.

5

Hi @mikew - When are you available to take call? What is your time zone?