Ability to edit CTAs in the Rules Engine

  • 4
  • Idea
  • Updated 1 year ago
  • Implemented
My customer recently came up with a use case for editing a CTA within the Rules Engine that I'd like to share. 

Right now, we can either create or close a CTA from the Rules Engine. What my customer would like to do is change a CTA's status, priority, etc. based on criteria. 

Example: For a medium-priority CTA that was fired off due to a drop in usage, the customer would like the ability to up that CTA's priority from medium to high for any CTA that fits the associated type and reason if the usage falls even further after the original CTA is fired off. 

This kind of example doesn't really fit our current Mass Edit functionality and isn't currently able to be automated from within the Rules Engine.

Happy to go into more detail if needed. Thanks!
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Spencer Engel, Employee

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Posted 1 year ago

  • 4
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Dan Ahrens, Official Rep

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Interesting idea. I'm guessing with the current capabilities you'd solve that business challenge by closing the medium CTA via a rule and opening a high CTA also via rule?
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Sidhu, Employee

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This should already be possible out of the box. CTA rules would automatically update the priority of existing CTAs of the same type and reason.
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Spencer Engel, Employee

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Can you explain how that would work? I thought because the Create CTA function was an upsert operation, it wouldn't be able to update the priority because a CTA of that type and reason already exists - therefore the Rules Engine would leave that CTA alone. Am I missing something?
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Sidhu, Employee

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Based on the identifiers used in the CTA action, CTAs are upserted (Type and Reason are default identifiers). If there is an existing CTA that matches the identifier, then it is updated.

While updating:
  1. Priority is updated if the new Priority is higher than the existing CTA's priority.
  2. Chatter/Comments are updated based on the "Post update to chatter and/or comments" flag.
  3. If existing CTA does not have a playbook and the new CTA is applying a playbook, then the playbook will be applied. 
Thanks, 
Sidhu
 
(Edited)