Managing the flow of contacts in automation processes

Automation processes run in a separate instance for each contact. You can move contacts through steps that require human input or manually override the automatic decisions of the process.

The system provides the following lists of contacts in automation processes:

• Pending contacts – all contacts that you are allowed to move from their current step within any running automation process
• The contacts within a specific process (including those in the Finished step)

Note: You need to have the Read Contact management permission to view the lists of contacts.

Managing pending contacts

• Use the My pending contacts application for managing contacts in running processes.

The application displays a list of contacts within any active automation process (i.e. not in the Finished step). You can only see contacts that you are allowed to move from their current step in the process. To move contacts, you need to be included in the step’s security settings or have the Manage processes on-line marketing permission.

Managing contacts in a specific process

1. Open the Marketing automation application.
2. Edit () the process whose contacts you want to manage.
3. Open the Contacts tab.

The page shows a list of all contacts in the process (including those in the Finished step).

Moving contacts between steps in the process

When viewing the list of pending contacts or the contacts within a specific process, click Manage process () next to a specific contact. A diagram appears where you can see the current position of the contact within the process.

The following actions are available:

Note: You can only use the actions allowed by your on-line marketing permissions and the security settings of individual steps.