Nurture sequence analysis and diagnosis

Permission scope: EVERYONE

A nurture programme is a series of messages somebody is put on – a welcome sequence, a lead follow-up, a win-back. It is a different thing from an automation, which fires on an event as it happens, and the two are asked about in almost the same words.

Alphie reports what is running now: how far through each person is, what is due next, what has passed its date and not gone. Then it offers the three explanations that account for nearly all of it, in the order they are likely rather than the order they are alarming.

Example questions and prompts

• Why isn’t this member getting the emails?
• I changed our new member sequence and nothing seems to have changed for anyone.
• Has our welcome sequence stopped?
• Who is part-way through one of our onboarding sequences?
• When does the next message go out?
• She says she has stopped getting our follow-ups.

Worth knowing

• Editing a sequence does not move anybody already on it. The dates are fixed when a person is allocated, so a change applies to people put on it from now on. That single fact explains most of these questions.
• Pausing a membership shifts the remaining messages forward where the gym has that switched on. So a schedule that no longer matches the programme is very often a pause rather than a fault, and Alphie offers that first.
• An edit can be queued and not yet applied. If somebody has just changed the steps, that is why nothing has moved yet.
• Asked about a gym, Alphie reports what is RUNNING. A gym with a few years of history has thousands of finished and cancelled sequences, and listing those would bury the handful that need attention. They are counted and set aside, never silently dropped – the reply says how many there are. Asked about one person, it reports everything, because “her sequence was cancelled in March” is frequently the whole answer.