In the rules engine, you can trigger multiple CTAs on the same step which is super helpful for when you need to give a different version of a playbook depending on criteria.
For example, a NPS program should be able to give a Detractor response one playbook and Passive and Promoter different playbooks. However, you do not have the option when triggering a CTA in a program to apply a different playbook depending on criteria.
We have an NPS program where low touch gets an automated response and High Touch gets a CTA for the CSM to use more discretion. We have email templates set as tasks depending on the if the score is detractor/ passive or promoter. Instead of just giving one based on the score, we have to include two tasks in the playbook and provide either option. This may work, but it is a workaround and makes our ability to report if an email was sent or not difficult