Why are users being directed to the blank page?

Environment:

Outreach Campaign, Thank You Page
Oracle RightNow Outreach Cloud Service

Issue:

We have an Outreach campaign set up; when users click the submit button, they end up at a blank page instead of the 'thank you' page.

Resolution:

Campaigns track activity using the contact record. When a campaign is configured with a web form that does not contain an email address or Login / User ID field (methods used to identify the contact), users submitting the form will be directed to a blank page, even if the campaign directs the user to a Thank You page. Because Outreach cannot identify the contact, the user is directed to a blank page instead of the Thank You page.

Therefore, to resolve this issue, include the email address to your form and the sequence of events within your campaign will work as expected.

If you do not want to edit your web form to identify the contact, you can modify the RNM_DEFAULT_URL configuration setting. This setting specifies a default URL that is used in cases where a blank page would have otherwise been loaded.

Examples of this include: a user attempting to access an action in a suspended campaign; a user submitting a web form and no follow-up page is defined; and a user attempting to access a file attachment that has been disabled. In all cases, the user will be redirected to this URL specified in RNM_DEFAULT_URL automatically. By default, this setting is blank.

For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.