CTA name as identifier by default
None
When creating a CTA action, I find that the "Include in Identifiers" checkbox next to the CTA name field is often overlooked.
What this causes is confusion when CTA rules fire and customers either don't see any action taken, or they notice that an already existing CTA with the same "Type" and "Reason" is updated with the details from the most recently executed CTA.
Is there any future plan to have the CTA name identifier selected by default, as I almost never see a use case where a customer would not want this selected?
Thanks
What this causes is confusion when CTA rules fire and customers either don't see any action taken, or they notice that an already existing CTA with the same "Type" and "Reason" is updated with the details from the most recently executed CTA.
Is there any future plan to have the CTA name identifier selected by default, as I almost never see a use case where a customer would not want this selected?
Thanks
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
ALSO in Advanced Outreach when creating a CTA there.
It's odd that the very name 'Create CTA' would do any behavior other than create a CTA. If one wanted/expected the behavior to update a CTA, the action should be called Update CTA.
To help clarify, if the "include in identifiers" checkbox is checked, the rule will check the following criteria and will not create a new CTA if one already exists:
- Account ID
- CTA Type and Reason
- CTA Name (exactly as it appears, which if you had tokenized any part of the CTA name, such as with the name of a contact, the CTA Name would be unique per contact).
Without the checkbox checked, only Account ID and CTA Type and Reason are verified.
Hope this helps.
To Tom's point, there is probably rarely a case that a user [i]doesn't want it checked off and in many cases, a CTA only looking at Account ID + Type + Reason will more often than not match an existing one.