Expose which participants didn't get added to Advanced Outreaches due to being on the blacklist

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If an email is on the email blacklist due to a hard bounce, they won't get added as an advanced outreach participant. My idea is to provide a file that shows which ones didn't get added. Or maybe at least, indicate a count that didn't get added to avoid confusion.
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Alex LeGay, Employee

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Posted 2 weeks ago

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Jeffrey DaSilva, Champion

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This is a huge challenge for us as we send Renewal emails through Gainsight and we need to know when a customer is not receiving these so that we can manually reach out to customer to update contact email.

We will not be able to migrate from Regular Outreaches to Advanced Outreaches until Gainsight offers a path here for us to know which participants are being omitted from the list.
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Abhishek Sivaraman, Senior Product Manager

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Hi,

Agree that it is a very important use case to understand who did not make into AO. 

What we are doing to address this is in AO is as follows (might be available as part of July/August release) .We are adding a section for Failed Participants which shows the list of participants who failed due to various reasons as listed below -
 
1.Participant with unique criteria already exists.
2.Participant already exists in participant list
3.Participant has met the advanced criteria
4.Invalid Email Address
5.Participant part of Bounce list
6.Email Unsubscribed from Survey/CoPilot Emails
7.Participant Account/Relationship Id not synced correctly
8.Participant was excluded based on exclusion list
9.Participant count exceeded over operational email limit.( in case of operational emails)


You will have a tab Failed Participants which shows the list of participants who did not make into the journey. 


Also , in the AO snapshot view and in the AO activity feed, you will see the failed participants for each sync and see the list of participants who did not make the journey due to any of the above reasons.

 



Users can also export it as CSV and take appropriate actions they wish to do (reach out to the customer, add them to another AO etc.). Please note that for the MVP version of this feature , we are not sending emails for each execution and it will be only available via UI and downloadable. We will iterate and include the flexibility to subscribe and also get email notifications for each sync in the future.

The benefit of this available in UI and always visible is that it gives you the flexibility to know across all the syncs which have happened , the list of participants who didnt make it and take actions. In outreaches this was not possible at all. The admins had to download all execution csv and then compile the list of bounced participants themselves.

Hope this helps.

Thanks
Abhishek S
(Edited)
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Jeffrey DaSilva, Champion

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Thanks for details on this.  Looks like you are moving in the right direction.

One recommendation is that AOs be able to branch or call a child AO to handle these.
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Abhishek Sivaraman, Senior Product Manager

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Hi Jeffrey,

You are absolutely spot on with respect to the notion of child AO where we can forward the participants in the future. An example of  something like this below - 



Thanks
Abhishek S
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Elizabeth Adams, Champion

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YES!!  I Would also add the ability to run a report on who is currently on the blacklist due to hard bounce. Right now (as far as I know), you can only search for individual email addresses, which has been problematic for us.