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Automated email campaigns not respecting registration trigger

  • December 13, 2025
  • 2 replies
  • 28 views
jvdc
  • jvdc
  • Helper ⭐️⭐️⭐️

Hey 2 things:

  • we recently migrated our community to GS
  • we have recently setup ongoing automated email campaigns

Some of these campaigns are triggered by user registration date: 1, 7, 14 days post-registration (ie. registration date > 1 day)

However it seems like this is not being respected and sent to users who registered a while ago, on our previous community. Some registered in 2020… but it seems like the system ignores their migrated registration date and will trigger these emails once they log in for the first time on the new portal…

We have a user that just received the 3 campaigns in one go…  😅

Has anyone else experienced this?

Best answer by jvdc

Answer from support:

Essentially, even though these users already had accounts before the migration, their first login post-migration is treated as a registration in the system.

2 replies

revathimenon
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  • revathimenon
  • Gainsight Community Manager
  • December 15, 2025

Yikes! I’m wondering if this has something to do with the migration. Migration can be tricky and things change basis new migration date also. 😅

Never experienced this - I’d suggest raising it to support to get clarity more here & find if there’s anything else in the campaign set up causing this (pretty sure you probably already did).

Where focus goes, energy flows.
    jvdc
    • jvdc
    • Author
    • Helper ⭐️⭐️⭐️
    • Answer
    • December 18, 2025

    Answer from support:

    Essentially, even though these users already had accounts before the migration, their first login post-migration is treated as a registration in the system.

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