Excluding Engaged Contacts from Email Playbooks
Drift has an easy, built-in way for you to make sure you're only sending out emails to those contacts that aren't already engaging with your business (or haven't in a while.) Email playbooks have a brand new smart filter that allows them to exclude engaged contacts.
We define "engaged" contacts as satisfying either of these conditions:
- They have scheduled a meeting in the past 21 days or have one scheduled for sometime in the next 21 days
- They have received an email in the last 21 days or are receiving emails from an active campaign
And we define a "recent" conversation as: they have chatted in through the widget on your website in the last 7 days.
If you have this toggle on, i.e. if you are excluding engaged contacts from an email playbook, and a contact becomes engaged via one of the three conditions above, they will not receive further emails in that playbook; they will be unenrolled.
However, if a contact becomes engaged but then becomes unengaged (e.g. they chat in once then do not chat in again for 7 days) before that campaign sends its next email, they will still receive that email. They will only stop receiving emails from a campaign if they miss an email in a campaign due to becoming engaged.