Ability to add multiple contacts to an Advanced Outreach from the same object.

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  • Updated 6 months ago
When we send customer journey emails, we often have more that one contact on the object that the power list or query is created from. For example, "Main Contact", "Contact 2", "Contact 3", etc. Currently we are duplicating the outreach and adjusting the powerlist to each contact which is very cumbersome and difficult to manage. Is there a way to build an Advanced Outreach that would allow these all to be included within an Advanced Outreach? 
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Samantha Braastad, Champion

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Posted 6 months ago

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Jeffrey DaSilva, Champion

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Hi Samantha - Here is a similar thread asking the same (Before Advanced Outreaches).

https://community.gainsight.com/gainsight/topics/ability-to-cc-bcc-contacts-on-copilot-outreach
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Samantha Braastad, Champion

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Thanks Jeffrey. I reviewed that but it seems to solve the need for adding an internal contact to the Outreach rather then multiple contacts at the customer. 
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Abhishek Sivaraman, Senior Product Manager

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Hi Samantha,

There can be two possibilities - 

a. Add these contacts as individual participants in the advanced outreach journey

b. All of these contacts are to be added together so that in send Email , all the above contacts receive the email. - For this use case , the current approach is to add the other contacts in Send Email Copy so that they receive a copy of the email.

Based on your use case, we can understand which path to take. Can you explain about the use case?

Thanks
Abhishek S
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Samantha Braastad, Champion

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Hi Abhishek, 

Our use case is communicating to multiple contacts that are involved in the implementation process as specific 'gates' are completed. The list of recipients are added in separate fields on our Implementation Project object. This results in anywhere from 2-5 contact fields on a single object that need to receive the communication. 

For additional context, here is a screen shot of the 'show' section when building a query in AO. You can see that there are 5 contact fields. All of these would need to receive the communication. 

(Edited)
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Abhishek Sivaraman, Senior Product Manager

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Hi Samantha,

We have the option of using email copy to address this. You can add the primary contact as the participant and the other emails as part of Email Copy in order to communicate the update of the implementation process. 

There is a limitation with respect to only two emails(recipient, sender email and manager emails ids) which can be as part of email copy at this point.

We plan to extend that to support more custom email fields which can be added and mapped to be used in an advanced outreach. The timeline for this is not decided at this point but we will try to address this in the short term roadmap.

Does this address your use case?

Thanks
Abhishek S
(Edited)
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Samantha Braastad, Champion

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Thank you for the additional details. We can attempt to work with this to meet our needs but it is not ideal as we loose the ability to track engagement back to the contact records for the additional contacts on the record.