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Ignite | "My contacts are getting random / the wrong Ignite messages! Help!"
Ignite | "My contacts are getting random / the wrong Ignite messages! Help!"

Here's a breakdown of Ignite's Automation Triggers, exactly why that could be happening, and what to do about it ASAP!

David Tendrich avatar
Written by David Tendrich
Updated over a week ago

Are folks getting the wrong messages? There are two potential causes:

  1. All of your contacts have Ignite tags... But your contacts are not properly identified as Prospects, Trials, and Members.
    ​
    (They might all be Prospects for example.)
    ​

  2. Perhaps by accident, someone changed the "Automation Trigger" on your Ignite messages to send to *everyone* -- even if they do *not* have an Ignite tag

Here's how to check each scenario!

Scenario 1: How to see if your Prospects, Trials, and Members are properly identified.

Search for a contact who you know 100% is a Trial or Member by using the Search Bar at the top of Spark.

I searched for Ron.

If Ron is a long-time student at my school, but it says Prospect, that's an issue!

If Ron is on a Trial, but it says Prospect, that's also an issue!

To find out why your contacts are not properly identified, reach out to the Spark Tech Support Department via Live Chat, and you can copy/paste the question below.

Just fill in the [blanks]:

"Hi! My students / trials have the wrong Contact Type and I'm not sure why. One example is [student name]. They are on a Trial but it says Prospect. Another example is [student name]. They are a Student, but it says [Trial / Prospect]. Please advise! Thanks!"

(You'll want to reach out to "Spark Tech Department" and *not* the Ignite Department.)

Scenario 2: How to check if contacts are getting Ignite messages... even if they don't have the Ignite tag...

Also: How to make sure the right folks get the right messages!

Locate a contact who recently received an Ignite message that was out of place.

Search for them using the search bar at the top of Spark, and then click on their name to open up their profile.

Once their profile is open, scroll down to "Assigned Tags."

If there are no Ignite tags there... or it's blank... then we've identified the problem!

If so, move on to the next step!

If there *are* Ignite tags there... then we need to check your Automation Triggers. Scroll on to the next step!


Looks like Contacts *without* the Ignite tag are getting Ignite messages? Or contacts *with* Ignite tags are getting the wrong messages?

Let's check your Automation Triggers!

Automation Triggers tell Spark who to send messages to, and who to not send messages to.

Maybe it was a glitch, or maybe someone on your team accidentally altered the Triggers... Either way, let's get them fixed!

To check your Ignite Automation Triggers... First click "Automations" on the left-side menu in Spark.

Next: Scroll down until you see your Ignite Automations, and open them one by one by clicking the little arrow next to the Automation Name.

Look in the "Trigger" column and make sure it looks like the images below.

  • Note: When it says "Assign the tag interested-in-kids-MA to a contact" in the example below -- the tag might differ depending on which automation you opened.

  • Goals 1, 2, 3, and 4 should Assign a Tag

  • Every other goal should *only* send to contacts with the Ignite tag. Scroll down to learn how to check for that!

How to make sure your Ignite messages only send to those with Ignite tags.

Click Actions next to an Ignite Goal, then click "Edit Automation Trigger"


Important! First: Under "Select tags below to define eligibility to be targeted by this automation" -- *every* Ignite Goal should have your Ignite tag selected, like so:

If no tags were selected, like in the example below, then that means your Ignite messages will go out to *everyone* whether or not they have an Ignite tag.

By checking the box next to the correct Ignite tag for your program, you're telling Spark, "Okay, mister! Only send messages to folks with this tag!"

Goal 1 and Goal 1b should look like this (and also scroll down to make sure your Ignite tag is checked like in the photo above):

Goal 2 should look like this (also make sure your Ignite tag is checked at the bottom of the page):

Goal 3 and Goal 3B should look like this (also make sure your Ignite tag is checked at the bottom of the page):

Goal 4 should look like this (also make sure your Ignite tag is checked at the bottom of the page):

Goal 5 should look like this (also make sure your Ignite tag is checked at the bottom of the page):

Goal 6 should look like this (also make sure your Ignite tag is checked at the bottom of the page):

Goal 7 should look like this (also make sure your Ignite tag is checked at the bottom of the page):

Goal 8 should look like this (also make sure your Ignite tag is checked at the bottom of the page):

"Spark Ignite Nurture Campaign" should look like this (also make sure your Ignite tag is checked at the bottom of the page):

Did that solve your problem? Awesome!

Still stuck? Reach out to Ignite Tech Support via Live Chat! Just click this icon inside of Spark to start a convo:

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