Testing your triggers

The following troubleshooting tips will help you solve the most common problems you may encounter when using Triggers with Adobe Campaign:

Is the functionality activated?

To check if the Triggers - Campaign integration is activated, click the Adobe Campaign logo, in the top left corner, then select Marketing plans > Transactional messages. You should see the Experience Cloud Triggers item.

If you see it, move on to the next step.

If not, contact your Adobe account executive or professional services partner. See Activating the functionality.

Try creating a trigger

Follow the steps described in Creating a mapped trigger in Campaign to create a trigger.

If the trigger is created, move on to the next step. If not, it means that the trigger end point connection failed. Check if Triggers is provisioned in Experience Cloud (Activation services). If it is not, contact your Adobe account executive or professional services partner. The following information is required:

  • Marketing Cloud Company Name

  • IMS ORG ID

  • Analytics Login Company (can be the same as the Marketing Cloud Company Name)

Try publishing the trigger

Follow the steps described in Creating a mapped trigger in Campaign to publish the trigger.

If the publication succeeded, move on to the next step. If not, contact Adobe to restart your instance and try again.

Generate the trigger from the website

Follow the steps described in Editing the transactional message template to edit and publish the transactional template. Then, test the generation of the trigger from the website.

If the trigger is received by Analytics, move on to the next step. If not, check the following items:

  • Trigger is enabled for Analytics

  • The website used MCID and Analytics is enabled in DTM

  • The correct Analytics report suite is used while creating triggers

Is the trigger received by Campaign?

If not, check if the trigger is received from the pipeline.

If not, contact Adobe to check the configuration of the pipeline end points.

If it is, follow these guide lines:

  • Check the reconciliation ID type in Campaign datasource.

  • CustomerId Datasource is created via Customer Attributes.

  • Check the Datasource ID.

  • Ask Adobe to restart the Campaign instance after the Datasource configuration.

  • Check trigger parsing issues in the trigger report.

Is the trigger in pending status?

If not, move on to the next step. If it is, follow these guide lines:

  • Check that the transactional template is published.

  • If the propensityScore threshold is enabled for Campaign, check the trigger's propensity score from the pipeline.

  • Check that the profile is not blacklisted.

  • Check the application of typology rules.

  • Check the transactional message's logs.

Is the message valid?

If the message is not valid, check the following items:

  • For trigger enrichment personalization fields marked as invalid, validate the transactional template from the associated eventCusResource collections.

  • Validate the message format

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