When a prospect accumulates enough activity to have activity tracking paused, it’s often the result of a bot and not a real prospect. However, sometimes the problem isn’t caused by bot activity. If you’re experiencing paused tracking, consider these scenarios to prevent future issues.
Required Editions
| Available in: All Account Engagement Editions |
Maintaining Old Prospects
Prospects who have been in your database for a long time can accumulate a large volume of tracked activity. Account Engagement is meant for marketing automation to funnel opportunities into your sales pipeline. It’s not designed for long-term relationship maintenance. If you have a long-time prospect who continues to represent new opportunities, archive and delete their old record. Then, create a new prospect record for them and use it for your current marketing needs. If you use multiple business units, consider creating separate prospect records in each relevant business unit.
Using Account Engagement as a CRM
Don’t use Account Engagement to discuss ongoing deals or maintain existing customer relationships. Salesforce is a customer relationship manager (CRM) and has all the tools to help you convert leads to customers and manage customer relationships. Maintaining extended one-on-one communications in Account Engagement results in old prospects that accumulate an excessive amount of activity.
Improperly Placed Tracking Code
We recommend placing Account Engagement tracking code on web pages that are key to your marketing efforts and where tracking activity is valuable. If you place tracking code on more general pages, like your home page, you get high volumes of generic prospect activity. If you’re seeing excessive prospect activity, review your tracking code placement and consider making strategic adjustments.
Internal Prospects
If you create a prospect record for an employee or coworker, use it strictly for testing purposes, and archive the prospect when you’re done. If an internal prospect receives an email and then forwards the email to an external list, all the activity for that email gets attributed to a single prospect. In general, employees at your company or organization should only be users in Account Engagement.
Test Prospects
You can create test prospects as needed to test out emails, automations, and other configurations. However, don’t maintain test prospect records in your business unit that accumulate activity over time. After you’ve tested what you’re working on, archive and delete the prospect.