I created an Advanced Outreach with a final step of Create CTA'. Ran test contacts through this weekend and realized the CTA is created for each contact that enters and is not unique to Account. Is it possible to trigger once in a lifetime or once per account like what a normal CTA has?Or is there a setting elsewhere that I haven’t considered that would limit to creating a single CTA per account? I checked the AO configuration documentation that details creating CTAs but did not find anything that highlights differences between creating it in the AO vs creating a CTA independently.
I think AO is all built based on a given participant that is pulled it. The system can, theoretically, know if two participants are from the same org, but I don't think it allows you to limit against that. My gut tells me this is an Idea that Gainsight will have to review.
As a workaround, you may be able to run a rule sourcing the CTA object to populate a boolean field created on customer info that you can reference in the conditional wait as a calculated field.
Or better yet, just query the Call to Action object directly in the conditional wait! I have not tested this :)
It is definitely possible to limit CTA creation to once per account. I assume you have used name as identifier in the CTA configuration which has led to CTA created per contact. Could you please check that setting in the Create CTA configuration? It can be found here -
@Ben - To your point , if there are multiple contacts linked to the same account and in their individual journey , there comes a need to create CTA but at the same time we dont want to create multiple CTAs and want to have only one per account , what happens is that
The different contacts get associated to the same CTA created and this can be accessed in Cockpit detailed view . For more details , please refer the Create and Close CTA section in this link - https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/...
Defined under Creating and Closing CTAs from Rules Engine:
- Include in identifiers: adds the CTA's name as part of the duplicate checker criteria for the Rules Engine. If there's an existing CTA for an account, but the CTA names have different values, then the rule will create the new CTA. If the CTA names are the same, and the CTA Type and Reason are the same, then a new CTA will not be created. The rule will simply update the existing CTA. The playbook chosen in this step will only be applied if a playbook was not previously assigned.