Summary
A contact went down the wrong path in an If/Else statement after they opened the automation email.
Resolution
If an "If/Else" action is not working as intended and the contact is going down the wrong path, you likely have two campaigns with the same name in your account. The "Send Email" action could refer to one campaign, and the "If/Else" action could refer to the other.
To fix the issue, you'll need to change the name of the campaign in the "Send Email" action of your automation. Then, update the corresponding “If/Else” statement to match.
Note that the same issue can occur if you use any email-related automation triggers ("Opens/Reads" trigger, "Clicks a link in an email" trigger, etc.).
For other common issues related to automation, see the "Top Automation Issues" help article.
If you still have more questions about why your automation is not running as intended, contact our Customer Experience Team, and we'll be happy to help you.
Cause
Automation emails are given a unique campaign ID that opens are associated with:
Once an automation email is opened by a contact, the open for that campaign ID is logged in our system for that contact.
If the contact enters your automation again and is resent the email but does not open it, the open for that campaign ID will still be associated with that contact. They will always meet conditions in your automation for having opened that email.
For example, let's say Contact A enters an automation called "New Sign Ups" and is sent an email called "Thank you for your interest." That automation email has a campaign ID of 60. Contact A opens the email with the ID of 60, and that open action is logged in our system. They then move down the "If/Else" path in that automation for having opened that email.
Fast forward one month. Contact A reenters your automation and is resent the "Thank you for your interest" email that has the campaign ID of 60. They do not open the email this time around but still go down the path in the "If/Else" statement for having opened that email. The reason is that Contact A opened the email with the ID of 60 one month ago. Because of this open action, they will always meet the conditions in your automation for having opened that email.