Actions are what Mary does once she’s classified a reply and pulled out any extracted data. They run automatically the moment a match is confirmed, so by the time an email shows up in the Messages feed, the downstream work in Eloqua is already done.
Actions are configured per category. A reply that lands in Unsubscribe runs one set of actions; one that lands in Left Company runs another.
Available action types
Forward Email
Forward the classified reply to another email address. This is the go-to action when a reply needs a human — for example, routing a Human Request reply to your shared sales inbox, or looping a specific rep in on Out-Of-Office replies for accounts they own.
Forward Email is a generic action and works the same way regardless of which marketing automation platform you’re connected to.
| Field | What it does |
|---|
To | Destination email address. Accepts tokens (e.g., {{ owner.email }}). |
Subject | Subject line for the forwarded message. Defaults to Fwd: {{ subject }}. |
Message | Optional custom message body. Supports Markdown formatting and token insertion via Insert Data. Leave empty to use the default forwarding template. |
Original Email | Controls how the original email is included in the forward — see below. |
Original Email dropdown controls what happens with the source message:
| Option | Behavior |
|---|
Include Inline | Original message body is appended directly beneath your message |
Include Quoted | Original message is included as a quoted reply — the familiar default |
Don't Include | Forward only contains the message you wrote; the original body is dropped |
| Field | What it does |
|---|
Message Style | Rendering style for the forwarded email. AllGood Branded uses the allGood template; other styles may be available. |
CC | Additional addresses to CC on the forward. Accepts tokens. |
Reply-To | Override the reply-to address so recipient replies land somewhere other than the original sender. |
From Name | Display name shown in the recipient’s inbox (e.g., “Support Team” instead of the raw address). |
Add to Worksheet
Push the sender into an allGood worksheet, optionally running it through the worksheet’s flow steps. This is how you take a classified reply and hand it off to another allGood workflow — for example, adding a Human Request sender to a follow-up worksheet that triages and routes them, or pushing extracted replacement contacts from Left Company replies into a new-lead worksheet.
Add to Worksheet is a generic action and works the same way regardless of which marketing automation platform you’re connected to.
| Field | What it does |
|---|
Worksheet | The worksheet to add the contact to. Search by name to pick from your existing worksheets. |
Include all email data | When checked, attaches the full email content (subject, body, from, headers) to the worksheet row. Useful when downstream flow steps need access to the raw reply. |
Fields | Map worksheet fields to values or tokens. Left column is the worksheet field name; right column is the value or token to write. Click + Add Field to add more mappings. |
| Field | What it does |
|---|
Behavior | Choose whether Mary just adds the contact to the worksheet, or adds and immediately runs them through the worksheet’s flow steps (Add to Worksheet + Run Flow). |
Include source metadata | Attaches metadata about where the entry originated (which ERM configuration, category, classification rationale, etc.) so downstream steps can reference it. |
Only If | Standard conditional expression that must evaluate to true for the action to run. Use to fan out behavior within a single category. |
Create or update a contact record in Eloqua, identified by the sender’s email address. Mary looks the contact up by email, then creates or updates it depending on the sync mode you choose.
You can set:
- Static values — e.g.,
leadStatus = Subscriber
- Dynamic values — tokens that resolve at runtime from Mary’s classification or extracted data, e.g.,
leadStatus = [allGood] {{ classification }}
Each row in the field map pairs an Eloqua contact field’s internal name with a value or token. The email address is always included automatically — it’s the lookup key.
You also choose a sync mode under the advanced tab:
| Mode | Behavior |
|---|
Create or Update | Update the contact if it exists, otherwise create it (the safe default) |
Create Only | Create a new contact; fail if one already exists for that email |
Update Only | Update an existing contact; fail (or skip) if no contact is found |
| Token | What it resolves to |
|---|
{{ classification }} | The category Mary assigned (e.g., Unsubscribe) |
{{ rationale }} | Mary’s plain-English reasoning for the classification |
{{ from.address }} | The sender’s email address |
{{ from.name }} | The sender’s display name |
{{ extractedFields["<field>"] }} | Any field defined in Data Extraction for that category |
Add to Eloqua Shared List
Add the sender’s contact to a specific Eloqua shared list. Mary looks the contact up by email and adds them to the list you select. The list is identified by ID, and allGood will display the list name for confirmation once you’ve picked it from the shared lists in your Eloqua instance.
When adding a contact to an Eloqua shared list, the contact must already exist in Eloqua. If it might not, add a Sync Contact to Eloqua action before the Add to Eloqua Shared List action — the sync (in Create or Update mode) will create the contact if it doesn’t exist.
Unsubscribe in Eloqua
Opt the sender out of email in Eloqua. Mary looks the contact up by email and sets their subscription status to unsubscribed (isSubscribed = false). This is the cleanest way to honor an opt-out, because it uses Eloqua’s native subscription status rather than just flipping a custom field.
If the contact isn’t found in Eloqua, this action skips quietly by default. You can flip this behavior with the skip if not found toggle if you’d rather treat a missing contact as a hard error.
Example: Unsubscribe actions
Here’s the action chain a typical Unsubscribe category would run:
Unsubscribe in Eloqua
Honor the opt-out using the Unsubscribe in Eloqua action so the suppression is respected everywhere
Sync Contact to Eloqua
Record the reason on the contact for the audit trail. Using Create or Update mode also guarantees the contact exists before the later steps run.| Field | Value |
|---|
leadStatus | Unqualified |
allgoodReason | [allGood] {{ classification }}: {{ rationale }} |
Add to Eloqua Shared List
Drop the contact into the Mary-managed unsubscribe list for downstream reporting and suppression.| Field | Value |
|---|
| Email address | {{ from.address }} |
| List | Unsubscribed by Mary (ID: 19044) |
{{ rationale }} token is particularly useful here — it gives your ops team a human-readable audit trail directly on the contact record explaining why Mary marked someone as unsubscribed.
Stacking and reordering actions
You can configure multiple actions per category, and they run in the order they’re listed. Use the up/down arrows on each action row to reorder them. Click + Add Action to add more.
Order matters in two cases:
- Dependent actions. If an
Add to Shared List depends on the contact existing, put Sync Contact to Eloqua (in Create or Update mode) first.
- Field dependencies. If a later action references a field set by an earlier action, make sure the order reflects that dependency.
Conditional actions
Every action supports an only-if condition — a token expression that must evaluate to true for the action to run. This lets you fan out behavior within a single category. For example, only add to a “Hot Leads” list when an extracted intent field is high, while still running the rest of the chain for everyone.
Actions that look a contact up by email also expose a skip if not found toggle, which controls whether a missing contact is treated as a quiet skip or a hard error.
Best practices
- Use the
[allGood] prefix in audit fields. Following the example above (allgoodReason = [allGood] ...) makes it easy to see at a glance which records were touched by Mary versus a human or another system.
- Use field internal names, not labels. The field map keys must be Eloqua’s internal contact field names, not the friendly labels shown elsewhere in the UI. A field name that doesn’t exist will fail at execution time.
- Prefer the native unsubscribe. For opt-outs, use Unsubscribe in Eloqua rather than just setting a custom field — it updates Eloqua’s subscription status so suppression is honored everywhere.
- Test the full chain, not just the classification. The Test Suite validates categorization and extraction; once those pass, sanity-check the actions in a sandbox Eloqua instance before going live.
- Watch the order when adding to lists. Most shared-list add failures we see are contacts that didn’t exist yet. Lead with a Sync Contact to Eloqua in
Create or Update mode to be safe.
